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1 现有160设备的系统结构及存在的问题 160人工话务业务概括起来包括两方面: (1)160主台业务,接入码为160,用户拨打160即可接通主台座席电话,由话务员从座席电脑查询数据库资料,解答用户咨询。 (2)160分台业务,接入码为160XXXXX,主要和社会信息源联办,如专家热线,聊天热线等。对方可以是远端座席,也可是普通市话座席。由于普通市话座席实现起来简单方便,儿乎不要增加任何设备,现大都采用这种方式。用户拨打后,话务进入160设备平台,由其进行接续转接远端分台电话,完成通话过程并进行计费。
1 System structure and existing problems of the existing 160 devices 160 The manual traffic service includes two aspects: (1) 160 main station service with an access code of 160; the user dials 160 to connect the main station agent phone Operator from the agent’s computer database information, answer user consultation. (2) 160 sub-Taiwan business, access code 160XXXXX, mainly and social information sources Liaisons, such as expert hotline, chat hotline. The other party can be a remote agent, but also ordinary city seat agent. As the ordinary city seat to achieve simple and convenient, no need to increase any equipment, are mostly used this way. After the user dials, the call enters into the 160 equipment platform, and the call is forwarded to the far-end sub-phone, completing the call process and charging.