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工作学习 / IT技术讨论 / 请问有现在在做call center/contact center技术的吗？我刚开始新工作，有一些技术问题想请教，这里的电信提供的服务和国内的很不一样，有点弄不清楚。如果您能回复，不胜感激。
-bluewinter(bluewinter);
2004-11-24
(#1997408@0)
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有相关工作经验的朋友愿意交流一下吗？
-bluewinter(bluewinter);
2004-11-24
(#1997660@0)
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先贴几个问题出来嘛，你光吆喝，谁也不敢应啊。:-)
-lmx(流氓兔);
2004-11-24
(#1997665@0)
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说的对。。。第一，是关于bell一些服务的，prompter service，megalink，还有DNIS又是什么。第二，ACD system和IVR又什么不同，它们都是用call flow来route calls的。我以前再国内用过Avaya的IVR，现在在的公司用Aspect, ICE等的ACD系统，不明白它们具体又什么不一样。
-bluewinter(bluewinter);
2004-11-24
{94}
(#1997717@0)
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瞎猜一把:
prompter service, megalink, dnis 应该是bell自己的名词, 可能是接入业务的名字吧?
ACD是交换机自动排对系统, 是用来管理呼叫队列的,IVR主要是用来菜单式自动应答.
你是做电信的么?
-iambigcat(cat);
2004-11-25
(#1997775@0)
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对，这些都是Bell的业务，我想知道一些具体细节。至于ACD和IVR，你的意思是说ACD是可以提供语音应答和queue的，而IVR只能提供语音应答，queue要在PBX上实现。我不是做电信的，是做企业内部的语音技术支持的。你也是做这些的吗？我希望能认识一些做相关技术的朋友，大家能互相交流切磋。
-bluewinter(bluewinter);
2004-11-25
{118}
(#1997890@0)
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These terms are in fact standard Telecom ones. If you do not even know what they are, you worked in a very narrow field.ACD - Automatic Call Distribution. A service queueing and distribute calls among call center agent groups.
IVR - Interactive Voice Response. Also called VRU. a machine (computer) provides voice menus.
DNIS: Dialing numer identification. A call center usually has multiple lines and even serve multiple purposes. The line transmit both DNIS and ANI to the system.
Megalink: a 2M voice/data transmission path between digital PBX and the phone company ( a combination of T1 voice and T1 data)
-cerboros(Once Upon Great King);
2004-11-25
{492}
(#1997967@0)
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I think megalink is 1.5 m in North America
-elac(elac);
2004-11-25
(#1998411@0)
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Thank you! One more stupid question: what is the difference between ISDN PRI and Megalink? They are all digital connections and with same bandwidth. They provide the same function in different protocols?Thanks in advance...
-bluewinter(bluewinter);
2004-11-25
{20}
(#1998837@0)