genesys_framework_training

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1、中国工商银行多媒体联系中心解决方案培训FrameworkT-Server闵承忠AdamMin企业咨询服务顾问/eSOON中国区e-mail:adam.min@esoon.com1.单元I介绍T-Framework.单元IIT-Framework的安装.单元III建立自己的T-FrameworkT-ServerFrameworkSolution2T-ServerFrameworkSolution单元IⅠ.CTI概念Ⅱ.Genesys解决方案的架构Ⅲ.T-ServerFramework总体概况Ⅳ.管理层的总体概

2、况Ⅴ.CallCenter中的对象Ⅵ.配置管理环境(CME)3单元IIⅠ.License管理器Ⅱ.管理层的功能性Ⅲ.解决方案控制界面(SCI)T-ServerFrameworkSolution4单元IIIⅠ.CMEⅡ.开始和停止程序Ⅲ.桌面开发工具包T-ServerFrameworkSolution5单元IT-Framework介绍Ⅰ.什么是CTI6什么是CTI?CTI是ComputerTelephonyIntegration的缩写CTI是利用电脑和电话的整合，由电脑网络监视和控制交换机的功能7Teleph

3、one:ACD,IVRITSystems:InfrastructureApplicationandDataservices(ERP,Ordering,Billing…etc)Processmanagement:ResourceandserviceLevelmanagement(Workflowsystem…etc)CTICallCenterWorkflowAndContactmanagementWorkloadManagementBlendingAndroutingThelinkagebetweentech

4、nologyandoperationalaspectsinthecallcenter什么是CTI?8PSTNCustomerDB座席工作台交换机CallerIVRLAN没有CTI的CallCenter9CTILinkGenesysCTI-Enabled方案PSTNCustomerDB座席工作台交换机CallerIVRGenesysFramework&ApplicationsLAN10单元IT-Framework介绍Ⅱ.GenesysSolutions架构11Genesys–开放性架构的领导厂商OracleI

5、nformixDB2MS-SQLDatabaseSupportOperatingSystemSupportSolarisSunOSHP/UXAIXACD/PBXSupportIVRSupportAspectLucentNortelRockwellSiemensIntecomSupportNetworkDCOM/Active-XOCXCOM/OLECorbaJavaDDETAPIToolkitDesktopIntervoiceBritePeriphonicsEdifyConversantDialogicG3A

6、spectSpectrumVoicetecDT/6000MeridianSyntellectPremiereandothers...DialerSupport(CallProgressDetectionInterface)SybaseMiddleware(TuxedoMQSeries)EricssonAlcatelFujitsuHarrisMitelNECNCRNTDECUnixSprintMCIAT&TStentorDesktopSupportSiebelVantiveClarifyRemedySAPBA

7、ANInternetSupporte-mailserversWebserversGenesysFramework12Genesys客户互动心中解决方案13DesktopToolkitDCOMOCXCOM/OLECorbaJAVADDETAPI....G6FrameworkDatabaseSupportOracleInformixDB2MS-SQLSybaseMiddleware....F/O&B/OsupportSiebelVantiveClarifyRemedySAPBaan....OSSupportSo

8、larisSunOSHP/UXAIXNCRNTUnix....OSSupportSolarisSunOSHP/UXAIXNCRNTUnix....NetworkSupportSprintMCIAT&TStentor....ACD/PBXSupportAspectLucentNortelSiemensEricssonAlcatelFujitsuHarrisMitel....InternetSupporte-mail