HUAWEI 智能呼叫中心 话单指南(V300R005C15_01)
北京智能网话单解析规则和流程说明
1目的本文描述了目前北京智能网华为、西门子SCP8通话话单、短信话单、充值话单的详细解析流程，用于核对北京智能网话单采集程序中可能存在的问题。
2适用范围适用于北京智能网话单解析的开发和维护人员。
3术语简写说明：一般的，话单记录以"|"进行分割，话单中的透明字段以";"进行分割。
#1，#2，#3……#n，表示对原始话单以"|"分割后，第1，第2，第3……第n个字段；$1，$2，$3……$n，表示原始话单中透明字段以";"分割后，第1，第2，第3……第n个字段T1，T2，T3……Tn，表示解析后话单的第1，第2，第3……第n个字段；4参考资料无。
5规则和流程描述5.1西门子通话话单5.1.1原始文件说明西门子PPS7U V75平台，设备包括SCP7，SCP8，SCP9。
原单话单文件格式：Microsoft OfficeExcel 工作表MOC格式举例：8|1|303|211|0x7070C03B|10|555|86|FFFFFFFFFFFFFFFF|86|-1|0|96531|0|-1|8|33|1|545|0|0|96531|0 |-1|?|25|1817|?|?|0|10137|0|46|8613000109;000000555;000060;;;0;0000;;;;25;0;0MTC格式举例：8|1|314|217|0x7070C03B|11|555|86|FFFFFFFFFFFFFFFF|86|-1|0|86|0|-1|250|25|1|579|0|0|86|0|-1| ?|20|6546|?|?|0|10142|0|57|100555;0086;8613000191;22000;;0;0000;;;;20;0;05.1.2字段规则中间数据，这些数据为计算最终结果所用解析后话单格式（如没有特别指明，则MOC/MTC取值方法相同）：5.1.3解析流程5.1.4Call_Type流程5.1.4.1C allType定义原始话单的CallType定义：CALLING_UNICOM_MOBILE_DEFAULT = 0;CALLING_UNICOM_MOBILE_LOCAL_CALL = 1;CALLING_UNICOM_MOBILE_REGIONAL_CALL = 2;CALLING_UNICOM_MOBILE_PROVINCE_CALL = 3;CALLING_UNICOM_MOBILE_LONG_DISTANCE_CALL = 4;CALLING_TELECOM_MOBILE_DEFAULT = 5;CALLING_TELECOM_MOBILE_LOCAL_CALL = 6;CALLING_TELECOM_MOBILE_REGIONAL_CALL = 7;CALLING_TELECOM_MOBILE_PROVINCE_CALL = 8;CALLING_TELECOM_MOBILE_LONG_DISTANCE = 9;CALLING_FIXED_NET_DEFAULT = 10;CALLING_FIXED_NET_LOCAL_CALL = 11;CALLING_FIXED_NET_REGIONAL_CALL = 12;CALLING_FIXED_NET_PROVINCE_CALL = 13;CALLING_FIXED_NET_LONG_DISTANCE = 14;CALLING_SPECIAL_DESTINATIONS_1 = 15;CALLING_SPECIAL_DESTINATIONS_2 = 16;CALLING_SPECIAL_DESTINATIONS_3 = 17;CALLING_INTERNATIONAL_HK_MC_TW = 20;CALLING_INTERNATIONAL_14_STATE = 22;CALLING_INTERNATIONAL_OTHER = 23;CALLING_10109068 = 25;CALLING_10155 = 26;CALLING_101900 = 27;CALLING_106056 = 28;CALLING_9622922 = 28;CALLING_1016060 = 29;CALLING_10158 = 30;CALLING_NOT_DETERMINED = -1;解析话单的CallType定义：CALLING_LOCAL_CNC = 0;CALLING_LONG_DISTANCE_CNC = 1;CALLING_LONG_DISTANCE_HK_MC_TW = 2;CALLING_LONG_DISTANCE_INTERNATIONAL = 3;CALLING_LOCAL_UNICOM_GSM = 4;CALLING_LONG_DISTANCE_UNICOM_GSM = 5;CALLING_LOCAL_UNICOM_CDMA = 6;CALLING_LONG_DISTANCE_UNICOM_CDMA = 7;CALLING_LOCAL_MOBILE = 8;CALLING_LONG_DISTANCE_MOBILE = 9;CALLING_IP_LOCAL = 10;CALLING_IP_HK_MC_TW = 11;CALLING_IP_USA_CA = 12;CALLING_IP_14_STATE = 13;CALLING_IP_OTHER = 14;CALLING_ROAMING_LONG_DISTANCE_INTERNATIONAL = 15;CALLING_ROAMING_LONG_DISTANCE_HK_MC_TW = 16;CALLING_ROAMING_LOCAL_UNICOM_GSM = 17;CALLING_ROAMING_LONG_DISTANCE_UNICOM_GSM = 18;CALLING_ROAMING_LOCAL_UNICOM_CDMA = 19;CALLING_ROAMING_LONG_DISTANCE_UNICOM_CDMA = 20;CALLING_ROAMING_LOCAL_MOBILE_GSM = 21;CALLING_ROAMING_LONG_DISTANCE_MOBILE_GSM = 22;CALLING_ROAMING_LOCAL_CNC = 23;CALLING_ROAMING_LONG_DISTANCE_CNC = 24;CALLING_ROAMING_CALL_IP = 25;CALLING_ROAMING_OTHERS = 26;CALLING_PREPAY_PHONE = 27;CALLING_LOCAL_96531 = 28;CALLING_LONG_DISTANCE_96531 = 29;CALLING_LOCAL_PSTN_RAILWAY_TELECOM = 31;CALLING_LONG_DISTANCE_TELECOM = 32;CALLING_LONG_DISTANCE_RAILWAY_TELECOM = 33;CALLING_ROAMING_LOCAL_TELECOM = 34;CALLING_ROAMING_LOCAL_RAILWAY_TELECOM = 35;CALLING_ROAMING_LONG_DISTANCE_TELECOM = 36;CALLING_ROAMING_LONG_DISTANCE_RAILWAY_TELECOM = 37;CALLING_OTHER = 49;CALLED_LOCAL_CNC = 50;CALLED_LONG_DISTANCE_CNC = 51;CALLED_LONG_DISTANCE_INTERNATIONAL = 52;CALLED_LOCAL_UNICOM_GSM = 53;CALLED_LONG_DISTANCE_UNICOM_GSM = 54;CALLED_LOCAL_UNICOM_CDMA = 55;CALLED_LONG_DISTANCE_UNICOM_CDMA = 56;CALLED_LOCAL_MOBIE_GSM = 57;CALLED_LONG_DISTANCE_MOBIE_GSM = 58;CALLED_ROAMING = 59;CALLED_LOCAL_TELECOM = 60;CALLED_LOCAL_RAILWAY_TELECOM = 61;CALLED_LONG_DISTANCE_TELECOM = 62;CALLED_LONG_DISTANCE_RAILWAY_TELECOM = 63;CALLED_OTHER = 99;5.1.4.2相关数据Call_Type的最后取值，取决于以下几个密切相关的字段：1）Service_Key(#6)：话单主被叫标识，10为主叫，11为被叫。
华为技术有限公司 IAD104H V300R002 产品概述 (第3版) 2017年4月26日说明书
IAD104HV300R002Product OverviewIssue V3.0Date 2017-04-26Copyright © Huawei Technologies Co., Ltd. 2017. All rights reserved.No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Huawei Technologies Co., Ltd.Trademarks and Permissionsand other Huawei trademarks are trademarks of Huawei Technologies Co., Ltd.All other trademarks and trade names mentioned in this document are the property of their respective holders.NoticeThe purchased products, services and features are stipulated by the contract made between Huawei and the customer. All or part of the products, services and features described in this document may not be within the purchase scope or the usage scope. Unless otherwise specified in the contract, all statements, information, and recommendations in this document are provided "AS IS" without warranties, guarantees or representations of any kind, either express or implied.The information in this document is subject to change without notice. Every effort has been made in the preparation of this document to ensure accuracy of the contents, but all statements, information, and recommendations in this document do not constitute a warranty of any kind, express or implied.Huawei Technologies Co., Ltd.Address:Huawei Industrial Base Bantian, Longgang Shenzhen 518129 People's Republic of ChinaWebsite:Product Overview ContentsContents1 Product orientation and features (1)1.1 Product orientation (1)1.2 Product Features (2)2 Product structure (4)2.1 Overview (4)2.2 Hardware structure (4)2.2.1 Front panel (4)2.2.2 Rear panel (5)2.2.3 Software structure (6)3 Product and Networking Application (7)3.1 Overview (7)3.2 Networking Applications (8)3.2.1 Multiple Upstream Modes (9)3.2.2 Shop access (10)3.2.3 Home Access (11)4 Technical Specifications (12)4.1 Technical Specifications (12)4.2 Compliant Standards (13)A Glossary (15)1 Product orientation and features1.1 Product orientationThis product description is about IAD104H V300R001 version.The IAD (Integrated Access Device) 104H (the IAD104H for short) is an importantcomponent of Huawei next generation network (NGN/IMS) solution. It provides small-capacity voice over IP (V oIP) or fax over IP (FoIP) solutions for enterprises and consumerusers.With different access capabilities (IAD104H: four ports) for enterprises, the IAD104H is wellintegrated into enterprise broadband networks and achieves cost-efficient access for remoteenterprise users because of its comprehensive advantages (high quality, high benefits, and costefficiency). Its flexible networking and QoS policies ensure high quality of delay-sensitivevoice services and packet-loss-sensitive fax services for end users.Figure1-1 illustrates thenetworking of the IAD104H.Figure 1-1the location of IAD104H in the network1.2 Product FeaturesThe IAD104H features: high-quality voice, easy installation, convenient management andmaintenance, high reliability and security.High-Quality VoiceThe IAD104H provides high-efficiency and high-quality IP-based voice service, by thefollowing:●Voice Activity Detection (V AD)●Comfort Noise Generation (CNG)●Echo cancellation●Lost-packet compensationEasy InstallationThe IAD104H has a simple box structure and is installed on the desktop or in the corridor.It provides standard external ports and clear marks to facilitate the installation and cableconnection.It uses standard connectors and no special installation tools are needed.It supports auto-configuration through DHCP, which frees end users from manualconfiguration on IAD.ManageabilityThe 104H can be managed in many ways.●Local console manageIAD104H can be managed by local console port, that means computer connect with IADconsole port, using Windows 98, Windows NT, Windows 2000 or Windows XP superterminal software having by the operating system to manage.●TelnetYou can telnet to the system by network ports of the IAD104H for management. Easy MaintenanceThe IAD104H supports the following maintenance methods:●Through network ports for maintenance, you can rapidly and easily set the IAD104H anddetect its status.●Besides the Basic Input/ Output System (BIOS) mode, you can load host softwarethrough network ports by File Transfer Protocol (FTP).●The IAD104H enables device maintenance, fault detection and network managementalarms.High ReliabilityThe IAD104H ensures device reliability by the following:●Watch dog timer(WDT) helps automatic recovery in case of software abnormality.●Power supply and ports can be protected from over-current and over-voltage.High SecurityThe IAD104H realizes high security by the following:●UCEMS implements management on the IAD104H, and the SoftSwitch/IMS completesthe control functions. Before provisioning services, the IAD104H needs to register in theSoftSwitch/IMS for management and service authentication.●When an IAD104H device is put into service, the device ID, secret key, IP address ordomain name of the UCEMS, and IP address or domain name of the SoftSwitch, will beassigned onto the IAD104H. The information will not get lost even if the IAD104H ispowered off.●The IAD104H management system authorizes and authenticates users to preventunauthorized users from login to and operating the device. Users can be divided intocommon users, operators and managers. Authorities are subject to the user level. Even ifusers of different levels enter the same mode, they cannot run the same commands.●The IAD104H offers various logs, such as operation, alarm and debugging logs, torecord device operation and maintenance. Operation logs record user name, login time,login mode, IP address and operations. Alarm logs record major events during systemrunning. Most of such events are alarms. Debugging logs collect debugging information.2 Product structure2.1 OverviewIAD104H designed in box structure, the whole system is constitute of main control board,power board and box. This system doesn’t support online expand, the products we provide touser are fixed configuration.2.2 Hardware structureFigure 2-1the appearance of the IAD104H2.2.1 Front panelThe IAD104H provides indicators on its front panel. Table 1-1 lists names and meanings ofthe indicators.Table 2-1the indicators of IAD104H2.2.2 Rear panelFigure 2-2hows external ports on the IAD104H rear panel.Figure 2-2External ports of the IAD104HT able 2-2 lists functions and amount of the external ports.Table 2-2External ports of the IAD104H2.2.3 Software structureThe software structure of IAD104H is based on Vxworks, it is made of CSP board, CPU andDSP, as showing in Table 2-3.Table 2-3The software structure of IAD104HFrom the software structure, IAD104H can be separated in: management and maintenancemodule, service interface module, semi-permanent service processing module, V oIP serviceprocessing module, protocol processing module, operating system module (VxW orks) andbottom drive processing module. Figure 1-4 shows the relationship of every module.T able 1-5 shows the function of each module of IAD104H.Table 2-4Instruction of each module of IAD104HProduct Overview 3 Product and Networking Application3 Product and Networking Application3.1 OverviewIt provides V oIP access for up to four POTS users, and offers one LAN port and one WANport.Services and FunctionsThe IAD104H provides abundant voice and data services, functions as listed below:●Supporting POTS and enabling Ethernet users to access the IP network●Supporting 802.1p/q●Supporting T.38 fax or transparent transmission of faxes●Supporting Caller Identification Display●Supporting Advice of Charge at the End of Conversation (the IAD of MGCP only)●Enabling calling parties of the card service to redial numbers●Supporting Point-to-Point Protocol over Ethernet (PPPoE)●Supporting Network Address Translation(NA T)●Supporting traditional PSTN services●Supporting G.711 and G.729●Supporting KC charging and polarity reversal charging controlled by the SoftSwitch(IAD of MGCP only)●Supporting Differentiated Services Code point (DSCP)●Supporting Comfort Noise Generation (CNG)●Supporting V AD (Voice Activity Detection)●Cooperating with the SoftSwitch to provide new intellectual and distinctive services,such as Call Transfer Call Waiting , Calling Line Identification Presentation, Designatedpickup , Co-group pickup , Three-party call and Conference call (Note: the aboveservices can be used only after you subscribe them from the operator. For details, contactthe operator)●Supporting Simple Network Management Protocol (SNMP)●Supporting Simple Network Time Protocol (SNTP)●Supporting Dynamic Host Configuration Protocol (DHCP) and DHCP Relay●Supporting usage under execrable environments●Supporting end-to-end signaling tracing, and locating software/hardware faults insidedevices●Supporting IAD authentication by SoftSwitch●Supporting encryption of RFC2833 controlled by SoftSwitch (the IAD of SIP only)●Supporting certifications such as Federal Communications Commission (FCC), Councilof Europe (CE) and China Compulsion Certification (CCC)●Supporting auto-configuration through DHCP, which frees end users from manualconfiguration on IAD.3.2 Networking ApplicationsIAD104H can be applied in the below scene.3.2.1 Multiple Upstream ModesFigure 3-1Upstream modes of IAD104HTable 3-1Noun explain3.2.2 Shop accessFigure 3-2Shop access of IAD104HDescription:ONU realize Ethernet connect to equipment room of enterprise, IAD provide shopintegrate service access.Feature:One-line access, simple Deployment. Each shop access by one line, while providing voice,fax and broadband Internet access, meets the requirement of business office.Flexible service specification Networking. Providing 4 different configurationspecification to satisfy diversiform data, voice and fax application request.Supporting IP-Centrex. Support internal call by short number, improve work efficiency.Supproting Number Portability. It's not necessary to apply to change number and modifyIAD configuration when the relocation. Support plug and play, and fully protect the benefit ofthe merchants, such as telephone and fax number.3.2.3 Home AccessFigure 3-3Home access of IAD104HDescription:ONU is deployed in Residential districts, using the existing LAN SW to access to home.Features:One-line access, simple Deployment. ONU provide 8/16/24 port floor exchange, Eachretail access by one line with IAD, no need line repeatly. At the same time to increase thecustomer satisfaction and reduce deploying cost.PPPoE dial-up automatically. Through IAD’s embedded PPPoE function, PC connectedwith it can access Internet network directly without any other operation, thus simply theprocess of dial-up.Flexible Service CombinationT wo solutions can be provided according to different family requirements:a)Provide standard telephone and internet service;b)Fax service is added on the basis of solution A in SOHO environment.4 Technical Specifications 4.1 Technical SpecificationsTable 4-1IAD104H Technical Specifications4.2 Compliant StandardsThe IAD104H is in compliance with the following standards and protocols.Tone detection/generation●Dual tone multi-frequency (DTMF), call tones (such as dialing tone, busy tone, ring backtone, and offhook prompt tone)●V.17, V.21, V.27ter, V.29 standards●Automatic identification of voice and fax servicesVoice/Multimedia data signal codec●ITU-T G.711 μ-Law (64kbit/s)●ITU-T G.711 A-Law (64kbit/s)●ITU-T G.729Call signal protocol for call control●Internet Engineering Task Force (IETF) MGCP (RFC3435)●SIP (RFC3261)Encapsulation and decapsulation protocols of voice packets●RTP/Real-Time Control Protocol (RTCP) (RFC 1889)●Internet protocols●Transfer Control Protocol (TCP)/IP●User Datagram Protocol (UDP)/IP●Address Resolution Protocol (ARP)/Reverse Address●Resolution Protocol (RARP)●Internet Control Message Protocol (ICMP)●Telnet●Hypertext Transfer Protocol (HTTP) Web Server●Domain Name Server (DNS) Client●DHCP Client●FTP (File Transfer Protocol)/TFTP (Trivial File Transfer Protocol) ClientIP address allocation●Static●DHCP●PPPoEIP fax●Transparent transmission●Transmission mode meets ITU-T T. 38 Real-Time IP G3 fax protocol, with the rate lessthan 14400 bit/sA Glossary Table 4-2Abbreviations。
基本业务话机操作指南
华为softco语音交换机基本业务话机操作指南华为技术有限公司Huawei Technologies Co., Ltd.版权所有侵权必究All rights reserved目录本机号码查询业务 (3)如何使用 (3)呼叫前转业务 (3)无条件呼叫前转业务 (4)如何使用 (4)无应答呼叫前转业务 (5)如何使用 (5)遇忙呼叫前转业务 (6)如何使用 (6)转移呼叫业务 (7)如何使用 (7)呼叫保持业务 (8)如何使用 (8)代答业务 (8)同组代答业务 (8)指定代答业务 (9)呼叫预留业务 (9)如何使用 (9)呼叫等待业务 (10)如何使用 (10)三方通话业务 (11)如何使用 (11)闹钟业务 (12)如何使用 (12)本机号码查询业务如何使用在话机上通过拨号查询本机号码。
登记业务无。
使用业务本业务允许用户拨打一个特殊字冠查询本机号码或本机的一号通号码，业务使用方法如下：∙用户A 摘机→拨打“*128#”，系统向A播报本机的号码。
∙用户A 摘机→拨打“*125#”，系统向A播报本机的一号通号码。
说明：∙A是局内用户。
∙由于本机号码查询业务需要语音资源，当语音资源全部被占用时，局内用户拨打时将会听到忙音。
撤消业务无。
呼叫前转业务∙概述呼叫前传业务可以将所有主叫用户的呼叫前传到预先设定的号码,而不管被叫用户处于何种状态。
∙无条件呼叫前转业务所有对用户的呼叫将被前转到预先设定的号码，而不管该用户处于何种状态。
∙无应答呼叫前转业务对用户的呼叫在20秒内无应答时均自动前转到预先设定的号码。
∙遇忙呼叫前转业务在用户忙时，对该用户的呼叫将自动前转到预先设定的号码。
无条件呼叫前转业务如何使用介绍如何登记、使用和撤消所有的呼叫被前转到预先设定的号码，而不管该用户处于何种状态。
登记业务用户A摘机→拨“*57*TN#”，可以听到成功登记业务的提示音。
说明：∙A是具有无条件呼叫前转业务权限的用户。
∙TN为前转用户B的号码。
佳讯飞鸿智能人工话务产品系列说明书
The Supplier Of Integrated Solutions Of The Whole IntelligentCommand And Dispatch Industry Chain智慧指挥调度全产业链综合解决方案提供商股票代码：300213智能人工话务产品系列人工话务系列北京佳讯飞鸿电气股份有限公司 军品事业部地址：北京市海淀区北清路中关村环保科技示范园锦带路88号院1号楼佳讯飞鸿大厦总机：************|传真：************|全国免费服务电话：400-700-1508北京佳讯飞鸿电气股份有限公司 军品事业部地址：北京市海淀区北清路中关村环保科技示范园锦带路88号院1号楼佳讯飞鸿大厦总机：************|传真：************|全国免费服务电话：400-700-1508智能人工话务产品系列INTELLIGENT HUMAN CALL PRODUCT SERIES话务一体化综合解决方案智慧指挥调度全产业链综合解决方案提供商股票代码：300213话务值勤业务运维管理业务考核训练业务INTELLIGENT HUMAN CALL PRODUCT SERIES智能人工话务产品系列智慧指挥调度全产业链综合解决方案提供商股票代码：300213北京佳讯飞鸿电气股份有限公司 军品事业部地址：北京市海淀区北清路中关村环保科技示范园锦带路88号院1号楼佳讯飞鸿大厦总机：************|传真：************|全国免费服务电话：400-700-1508INTEGRATED TRAFFIC MANAGEMENT SOLUTION话务值勤业务运维管理业务考核训练业务话务一体化综合解决方案公司资质科技创新公司概况北京佳讯飞鸿电气股份有限公司创立于1995年初，2011年登陆A股(股票代码:300213)，经过多年稳步发展，现已成为智慧指挥调度全产业链综合解决方案提供商，目前旗下拥有28家参控股公司，为中国及全球十余个国家的用户提供创新、高效、可靠的新一代信息基础设施技术应用及服务。
华为Intess-智能呼叫中心系统概述-市场宣传材料(吴惺怡)
灵活的路由策略
获得国家专利的技能路由 •先闲先受理 •技能多者优先
判断用户级别 ) 放音、收号(收集用户帐户号码 ( ) 执行存储过程 查询用户资料
•平均分配 提供智能路由策略 •用户信息与呼叫同步到达 •用户信息与呼叫同步转移 •基于主叫、被叫、地区、长 途属性、用户级别等的智能分 配； 提供路由生成环境，实现任意灵 活的路由策略。
智能排队机
PSTN/PLMN /Internet
所有呼出均采用预占用方式
外拨服务器
12
智能报表系统
—开放的、可二次开发的 开放的、 开放的
报表源类定制 报表格式定制 调试功能
报表类定制数 据和报表文件
报表显示 控件
报表源数据
智能报表 生成环境
定制数据要求
数据访问 中间件
商业工具 execl） （如execl）
Intess报表系统包括报表定义，报表显示控件和数据访问中间件三部份 报表生成环境是一个报表二次开发工具 报表显示控件解析用户定制的报表，组织条件信息，显示报表数据信息 数据访问中间件根据定制数据从多个数据库获取报表源类数据
13
开放的业务开发平台
App
Open APIs
业务开发中心 SCE 、API 智能报表系统 调试工具包 模拟开发环境
Intess-智能呼叫中心 系统概述 Intess-
1
培训大纲
Intess综述 综述 Intess系统功能 系统功能 Intess性能指标 性能指标
2
层次化系统体系架构
层次化的体系结构， 层次化的体系结构，开放式的业务平台
业务实现层
客户服务类 商业外包类 增值服务类
IRC
功能支撑层 媒体适配层 媒体接入层
SmartCall产品白皮书
1的SmartCall产品说明书目录1. 产品概述................................................................................................. 错误！未定义书签。
2. 主要功能................................................................................................. 错误！未定义书签。
2.1. 智能电话交换（PBX）............................................................... 错误！未定义书签。
2.2. IVR（自动语音应答） ............................................................... 错误！未定义书签。
2.3. ACD（自动话务分配）.............................................................. 错误！未定义书签。
2.4. 软电话功能................................................................................. 错误！未定义书签。
2.5. 通话录音(Call Record) .............................................................. 错误！未定义书签。
2.6. 话务统计分析(Reporting & Analytics) ....................................... 错误！未定义书签。
2.7. 电子传真..................................................................................... 错误！未定义书签。
eSpace 7950 IP话机快速入门指南说明书
快速入门eSpace 7950 IP 话机版权所有©华为技术有限公司2015。
保留一切权利。
主界面键消息键数字键盘文档版本：09（2015-10-15） 文档编码：31505458Quick Start GuideeSpace 7950 IP PhoneCopyright © Huawei Technologies Co., Ltd. 2015. All rights reserved.Line buttonsSoftkey buttonsNavigation buttonsMute button Speaker button Volume button Headset buttonContactsb Call HistoryMWIbuttonForward button Issue: 09 (2015-10-15) Part Number: 31505458装箱清单12线路，5英寸真彩大屏，轻薄时尚支持USB 可扩展接口，支持外接扩展模块2个千兆以太网接口，支持以太网供电AAC-LD 全带语音编码，支持蓝牙耳机7950 打开产品包装后，请对照以下列表检查各组件是否齐备。
若有遗漏，请与经销商联系。
主机 x 1手柄x 1快速入门 x 1手柄线 x 1直通网线 x 1您可以按照以下步骤登录话机主界面：2. 。
输入号码（Number ）、密码（Password ），按<登录（Log In ）>软键进入话机主界面1.话机上电后，进入登录界面。
登录扩展板接口，连接外接扩展板1PC 接口，连接计算机的网络接口3网络接口，连接局域网或公网4耳麦接口，连接外接耳麦53452电源接口，连接外部电源手柄连线接口，连接话机手柄6话机背面PC (可选)网络RJ-9耳机电源注意USB接口(屏幕后方)，连接USB设备扩展板(可选)登录时，请确认话机已经正常连接网络，即登录界面右上角未出现 图标。
华为-HUAWEI SmartCare_ SOC V300R001 客服体验管理 客户宣传胶片
问题选择
双引擎诊断
诊断结论
自助解决
结果反馈
支持数据业务诊断 支持高清语音诊断 可选择问题发生位置
自助微引擎，收集终端侧 信息
速定界引擎，用户历史行 为分析
20秒内诊断完毕 输出诊断结果和解决建议
用户自助解决终端设置类 问题
操作完成后可再次诊断
对诊断结果给出评价 网络问题可一键派单
可结合无线数据源，用于后端 人员快速准确定界问题，提高 数据，VoLTE等复杂问题处理 能力
投诉处理使能平台（SEQ Analyst）
每业务每用户数据
速定界引擎
智能故障决策树
投诉问题管理
数字化自助投诉 DCC
• 降低致电可能性(PTC) • 降低客服部门成本 • 提升客户满意度
移动用户
开始诊断 反馈结果
定界场景逻辑设计
数据业务
终端设置 终端状态
覆盖类 干扰类 SP侧问题 用户欠费
VoLTE
终端设置 终端状态
覆盖类 干扰类 对端异常 用户欠费
标记 需要配置速定界引擎 Andriod和IOS的终端，定界场景有差异，详细能力请参考《DCC技术指导书》
客服投诉助手 CCA
• 降低客服部门成本 • 提升投诉处理的客户满意度 • 提升首次呼叫解决率 (FCR) • 降低平均处理时长 (AHT)
0.4%
--数据来源于Analysys_Mason
客户满意度
无法准确定位用户问题 通过传统电话接入等待时长
长
4 客服体验管理方案概览
定位
目标
客服体验管理是HUAWEI SmartCare® 面向投诉业务流的子解决方案，致力于全面优化及数字化运营商的网络和业务相关 的投诉处理业务流。
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iii
版权所有 © 华为技术有限公司
HUAWEI 智能呼叫中心 话单指南
目录
目录
前 言...................................................................................................................................................iii
文档版本 01 (2010-09-25)
基础版本：《HUAWEI 智能呼叫中心 话单指南(V300R005C09_01)》 相比上一版本，内容修改如下： 业务代表考勤详单（tagentassess 表）中增加空闲时长字段 ulTotalIdleTime。
文档版本 01 (2010-09-25)
华为专有和保密信息
1 话单处理机制................................................................................................................................1-1
1.1 系统结构.........................................................................................................................................................1-2 1.2 话单的生命周期.............................................................................................................................................1-3
华为专有和保密信息
i
版权所有 © 华为技术有限公司
HUAWEI 智能呼叫中心 话单指南
前言
前言
读者对象
本手册简要介绍了呼叫中心系统话单处理机制和话单组成。 本文档（本指南）主要适用于以下工程师： l 系统管理员 l 系统维护员
修订记录
修改记录累积了每次文档更新的说明。最新版本的文档包含以前所有文档版本的更新内 容。
2 话单格式........................................................................................................................................2-1
2.1 话单文件名格式.............................................................................................................................................2-2 2.1.1 媒体呼叫话单........................................................................................................................................2-2 2.1.2 网络呼叫话单........................................................................................................................................2-2 2.1.3 CCS 话单...............................................................................................................................................2-3
HUAWEI 智能呼叫中心 V300R005C15
话单指南
文档版本 01 发布日期 2010-09-25
华为技术有限公司
版权所有 © 华为技术有限公司 2010。 保留一切权利。 非经本公司书面许可，任何单位和个人不得擅自摘抄、复制本文档内容的部分或全部，并不得以任何形式传播。
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由于产品版本升级或其他原因，本文档内容会不定期进行更新。除非另有约定，本文档仅作为使用指导，本文 档中的所有陈述、信息和建议不构成任何明示或暗示的担保。
1.2.1 处理过程................................................................................................................................................1-4 1.2.2 媒体呼叫话单生命周期........................................................................................................................1-6 1.2.3 网络呼叫话单........................................................................................................................................1-7 1.2.4 座席操作详单........................................................................................................................................1-8 1.2.5 统计详单................................................................................................................................................1-8 1.2.6 业务代表考勤详单................................................................................................................................1-9 1.2.7 业务代表质检详单................................................................................................................................1-9 1.2.8 业务详单..............................................................................................................................................1-10
2.2 话单格式说明.................................................................................................................................................2-4 2.2.1 术语介绍................................................................................................................................................2-4 2.2.2 媒体呼叫话单........................................................................................................................................2-8 2.2.3 网络呼叫话单......................................................................................................................................2-16 2.2.4 座席操作详单......................................................................................................................................2-20 2.2.5 按接入码统计呼叫详单......................................................................................................................2-26 2.2.6 人工呼叫统计详单..............................................................................................................................2-26 2.2.7 内部求助详单......................................................................................................................................2-30 2.2.8 座席状态统计详单..............................................................................................................................2-30 2.2.9 业务代表考勤详单..............................................................................................................................2-31 2.2.10 业务代表质检详单............................................................................................................................2-33 2.2.11 按地市和客户级别统计接入码呼叫详单........................................................................................2-34