頁籤選單縮合
題 名 | IP-based客戶服務資訊系統之發展=The Development of IP-based Customer Service Information System |
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作 者 | 陳武洲; 高盟欣; 黃韶雲; 張簡維仁; 張育寧; 王傳煇; 簡志誠; | 書刊名 | 電信研究 |
卷 期 | 33:5 2003.10[民92.10] |
頁 次 | 頁771-788 |
分類號 | 448.6 |
關鍵詞 | IP-based客戶服務資訊系統; 數據業務帳務處理系統; 障礙申告電腦化作業系統; 數據服務資訊系統; 市話業務帳務處理系統; IP-based customer service information system; IP-based CSIS; Billing on-line service system; BOSS; Trouble reporting information system; TRIS; Data service information system; DSIS; Local billing & billing processing system; LB/BP; |
語 文 | 中文(Chinese) |
中文摘要 | 配合數據通信分公司所購置之IP-based Call Center (IPCC)客服平臺,本計畫將客戶服務資訊系統(Customer Service Information System,簡稱CSIS)Web-based化並結合IPCC客服平臺,發展成為「IP-based客服資訊系統」,提供數據分公司之北、中、南區客服中心客服人員與各維運單位維運人員,以瀏覽器(Browser)方式對各種數據業務(HiNet/分封/Frame Relay....等)進行障礙申告受理及後續處理等障礙處理流程。本文除了介紹IP-based客服資訊系統與IPCC客服平臺間之相互作業流程,並詳細介紹IP-based客服資訊系統之系統架構、系統功能及系統作業。 |
英文摘要 | To conform to the IP-based Call Center (IPCC) constructed by Data Communication Business Group, we have migrated the Customer Service Information System (CSIS) to the IP-based Customer Service Information System (IP-based CSIS). In Data Communication Business Group, this system has combined the newly developed web-based CSIS and IPCC platform to enable customer representatives and maintainers via browser to process the network trouble report and to deal with the trouble shooting job assignment flow for customer service centers and central offices. This report will focus on the introduction of the system architecture, system functions, and related system designs. |
本系統中英文摘要資訊取自各篇刊載內容。