电信云话务平台在热线系统中的应用

The Application of Telecommunication Cloud Telephone Platform in the Hotline System

本热线系统采用电信云话务平台,集中受理客户的业务需求,为客户提供综合性服务。作为云端呼叫中心系统平台,具有电话留言、电话呼出功能,能提供自动语音服务,允许用户自由定制业务流程,系统在使用过程中的呼叫电话、坐席工作量、业务处理量等信息都将实时通过应用服务器后保存到数据库中,通过话务分析报表系统以及其他多个报表可以进行统计,并在电话结束时进行对坐席的满意度调查,帮助管理人员随时了解呼叫中心的运行状况,调整策略。在系统发生故障时(包括发生网络异常情况),能自动切换到备用话路,继续接听来电,而不会产生用户电话无法拨入的情况,真正做到7×24不间断服务。

The hotline system adopts the telecommunication cloud telephone platform,which concentrates on the customer's business needs and provides comprehensive services for the customers.As the cloud platform has a call center,phone messages,phone call,can provide automatic speech service,allows users to customize the business process,customization of the IVR process,can provide automatic speech service system in the process of using the call,at work,business processing and other information will be through real-time application the server is saved to the database,through the analysis of traffic reporting system and many other reports can be statistics,and provide satisfaction survey at the end of the phone,to help managers to understand the running status of call center,adjustment strategy.When the system fails,including network anomalies,it can automatically switch to the standby path,continue to answer the call,and not generate the state that the user phone can't dial in,so as to truly achieve the 7*24's uninterrupted service.