查詢結果分析
來源資料
頁籤選單縮合
題名 | 查號中心之常用語系統及離線報號系統設計=The Design of Auto-Response System and Off-Line Number Announcing System in Directory Service Center |
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作者 | 何元榕; 陳家媛; 徐金傳; 羅金龍; 童欣仁; 方乃騏; | 書刊名 | 電信研究 |
卷期 | 34:2 2004.04[民93.04] |
頁次 | 頁179-188 |
分類號 | 448.7 |
關鍵詞 | 電腦查號資訊系統; 查號中心; 客服中心; 離線報號; 常用語系統; 互動語音系統; 電腦電話整合; Computer directory information system; CDIS; Directory service center; Call center; Off-line number announcing; Auto-response system; ARS; Interactive voice response; IVR; Computer telephony integration; |
語文 | 中文(Chinese) |
中文摘要 | 常用語系統及離線報號系統為中華電信電腦查號資訊系統(CDIS)所持有的值機輔助子系統,其主要目的是協助需負擔每人單位時間超高受理量的104、105查號人員值機。現有二代電腦查號資訊系統已備部份功能,但為了因應新架構之第三代電腦查號資訊系統之發展,並提供更完整功能及解決原本因過多特製硬體所造成之維護及備料困難,本報告特對此二系統重新設計。 本文介紹新一代查號系統之常用語系統及離線報號系統之系統功能及系統設計,並利用CTI技術規劃出整合實做方案。 |
英文摘要 | An agent in the directory service center (104, 105) of Chunghwa Telecom Co. could easily receive more than 600 calls for query during one shift, which is a much greater call agents, Auto-Response System and Off-Line Number Announcing System have been proposed and partially implemented in the current terminal mode of Computer Directory Information System (CDIS2). As the development of the brand-new Computer Directory Information System (CDIS3) proceeds, Auto-Response System and Off-Line Number Announcing System have to be redesigned to fulfill new requirements and to integrate with new architecture. The design should also avoid customized hardware and include features such as low maintenance effort and low scale-up cost. This paper contains the requirements of Auto-Response System and Off-Line Announcing System for the directory service center of Chunghwa Telecom Co., and describes a feasible design for each system making use of the CTI components developed by TL. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。