Security Level 20211226 IPCCISV www huawei com HUAWEI
- Slides: 50
Security Level: 2021/12/26 华为企业呼叫中心介绍 企业IPCC产品ISV二次开发培训教材 www. huawei. com HUAWEI TECHNOLOGIES CO. , LTD. Huawei Confidential
IPCC网络拓扑图 CTI IPCC平台 NIRC IP Agent SIP E 1/STM-1 CTI RTP Carrier internal network PSTN/PLMN MSC/LE/TE TUP/ISUP Soft. Switch/ MSC Server MGW SIP/H. 323 SIP/BICC MSP UAP RTP IP core Network RTP H. 248/MGCP Carrier internal network Internet Http/Https SMTP/POP 3 SMPP MM 7 PAP BSC UMTS IP Phone AMG/TMG/MGW HUAWEI TECHNOLOGIES CO. , LTD. Web Email Huawei Confidential SMC Page 4 MMSC WAPGW
IPCC系统架构 业务实现层 业务支撑层 自动语音服务 人 坐席服务 交互式语音应答IVR 呼叫中心核心服务器CCS 网管系统 I 2000 媒体适配层 CTI媒体服务器 CTIServer 媒体接入层 排队机 UAP Video HUAWEI TECHNOLOGIES CO. , LTD. SMS/MMS Email媒体服务器 Mail. M 多媒体服务平台MSP PSTN/PLMN NGN/3 G Voice WEB媒体服务器 Web. M Internet Web Huawei Confidential Email WAP Push Page 7
IPCC系统组件 Dt. Proxy Web Server 第三方系统 Web. M IVR Email Server Mail. M CCS UIDB Ap. Logic File Server PSTN/PLMN WAS UAP CTI-Link MCP CTI Server 3 G/NGN SIP HUAWEI TECHNOLOGIES CO. , LTD. Huawei Confidential Page 11 座席
CTI-Link 排队机和CTI Server间的协议转换 INtess CTI Server ICDComm 完成消息到排队机模块的分发 UAP CTI-Link CCS l CTI-Link是CTI和排队机之间的桥梁。 HUAWEI TECHNOLOGIES CO. , LTD. Huawei Confidential Page 13
CTI-Link 交互界面 HUAWEI TECHNOLOGIES CO. , LTD. Huawei Confidential Page 14
IVR交互界面 HUAWEI TECHNOLOGIES CO. , LTD. Huawei Confidential Page 22
Ap. Logic & Dt. Proxy ICDComm Ap. Logic SQLAPI 数据库 IVR ICDComm l Dt. Proxy 协议接口 第三方业务系统 Ap. Logic为呼叫中心系统相关组件(IVR、CCS等)提供数据访问 代理功能。 l Dt. Proxy提供呼叫中心到第三方业务系统的协议转换功能。 HUAWEI TECHNOLOGIES CO. , LTD. Huawei Confidential Page 23
Ap. Logic交互界面 HUAWEI TECHNOLOGIES CO. , LTD. Huawei Confidential Page 24
Fax呼叫流程 HUAWEI TECHNOLOGIES CO. , LTD. Huawei Confidential Page 37
IVR服务器负荷分担 ASR TTS UAP VXML 资源层 控制层 IVR IVR服务器负荷分担, 并 支持故障隔离 HUAWEI TECHNOLOGIES CO. , LTD. Huawei Confidential Page 42
分层系统架构,标准化接口 Application Agent Assisted Integration Self Service Integration Active. X API CRM ERP Billing Etc. API Service Platform SCE /IVRIDE Vxml CCXML Active. X API JTAPI CTI API IVR API INtess CSTA Soft ACD/MSP XX 设备提供商或ISV提供的客户化业务应用 HUAWEI TECHNOLOGIES CO. , LTD. XX 呼叫中心系统 Huawei Confidential XX Page 46 第三方系统 Voice /Video Log
Thank you www. huawei. com
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