查詢結果分析
來源資料
頁籤選單縮合
題名 | 112障礙臺OCADS座席系統架構與應用=The Architecture and Application of OCADS Operation System in 112 Telephone Trouble Call Center |
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作者 | 鄧淑美; Teng, Shu-mei; |
期刊 | 電信研究 |
出版日期 | 19990400 |
卷期 | 29:2 1999.04[民88.04] |
頁次 | 頁225-237 |
分類號 | 448.78 |
語文 | chi |
關鍵詞 | 電話障礙作業自動化系統; 值機員集縮分配系統; 電話障礙申告資訊系統; Automatic reply for telephone information system; ARTIS; Operator circuits concentration and distribution system; OCADS; Trouble reporting information system; TRIS; |
中文摘要 | ARTIS(Automatic Reply for Telephone Trouble Inquiry Service System電話 障礙作業自動化系統)是現行中華電信112障礙臺使用的大型應用系統。ARTIS主要功能是支 援112障礙臺作業自動化,減少人工操作,提高電話障礙申告及維修之服務品質。 OCADS座席系統是ARTIS的子系統之一,OCADS座席系統扮演值機員座席與班長座席兩種 角色。值機員座席除接受用戶來話外,並整合障礙臺所需的全部資源,進行障礙電話測試及 障礙電話資料庫查詢。班長座席除了具有值機員座席功能外,還有三方通話及監管值機員座 席與用戶通話品質的功能。本論文探討OCADS座席臺系統架構,並略述全省應用情形。 |
英文摘要 | ARTLS(Automatic Reply on Telephone Trouble Inquiry Service) is a large application system used in the Telephone Trouble Call Centers in Chunghwa Telecom now. The main functions of ARTIS are to support customer complain process automatically, to reduce the manual involved in the operation, and to increase the service quality of trouble telephone complaint and maintenance in 112 Trouble Telephone Information Centers. OCADS Operation System is a subsystem of ARTIS. It plays the role as an operator or a supervisor function. In addition to accept the customer coming call, the operator system also integrates all the resources used in the services of Trouble Telephone Information Centers, proceeds trouble telephone testing and inquiries telephone database. The supervisor ystems have the same functions as the operator systems, but the supervisor systems also perform the functions of three-way conference and monitoring the quality of customer conversation. This paper will discuss OCADS Operation System architecture, and describe the application situations in Taiwan and system deployment. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。