深圳市研科软件系统开发有限公司

<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">一</span><span style="font-family:'Times New Roman';"> </span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">系统概述</span></span></p>
<p style="text-indent:21.75pt;margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';"><span style="font-size:small;">我司的铁路机务语音呼叫平台是依托电信的整体资源，建语音查询、自主服务、人工服务、信息资料处理、应急指挥等紧密结合，把我段现有的信息网络资源通过网络进行整合，建立建全各种突发事件的应急机制和特殊流程的快速反应机制；加强应急处理的速度，提高应急处理的质量，实现资源的统一分配与利用，系统可优化现有的应急处理流程，减少不必要的环节，缩减应急处理时间，有利于提高应急处理的效率。系统为一个开放的对话平台，段领导与技术专业人员与现场人员进行互动和协作，从而完成应急时间的处理。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">二</span><span style="font-family:'Times New Roman';"> </span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">技术方案</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="mso-spacerun:yes;"><span style="font-family:'Times New Roman';">&nbsp;&nbsp; </span></span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">基于语音板卡的集中式呼叫中心（图片）</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';"><img border="0" alt="" src="http://www.ppzw.com/All_Upfile/yankeruanjian/20118291652415526202.JPG" /></span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">三</span><span style="font-family:'Times New Roman';"> </span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">呼叫中心功能</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">1</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，电话接入判断是否在行车途中（根据运安系统的计划系统，侯班系统）：在直接接入人工；不在的会出现语音提示，进入查询菜单（如查询计划，问题咨询等）</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">2</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，如果已转入人工，此时系统应该能显示手机持有人的机班情况，包括车型，车号，所担当的路段。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">3</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，由指挥中心的当班班长接电话，根据司机提报的信息，以及应急预案，确定事件的级别，并根据相应的预案将事件上报给相关部门及领导。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">4</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，相关部门实时通过电话进行事件指挥。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">5</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，全程录音，并有通话记录</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">6</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，建立相应群组，实现一键群拨功能（没接通可以继续重拨）</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">7</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，在通话期间继续加入相关人员（可根据条件查询）</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">8</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，电话接通后，显示打入人员的相关信息。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">9</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，文件的传输方式</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">10</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，手动拨号功能</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">11</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，短信发送功能</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">12</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，系统有晚上的专家库，以及应急预案，每一个应急预案包括联系部门和人。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">13</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，指挥中心可以用印鉴方式一键启动四个救援车间救援警报，启动救援，发救援单（方式待定）</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">14</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，现场救援方式可实时回送，通过</span><?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:chmetcnv w:st="on" unitname="g" sourcevalue="3" hasspace="False" negative="False" numbertype="1" tcsc="0"><span lang="EN-US"><span style="font-family:'Times New Roman';">3G</span></span></st1:chmetcnv><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">网络方式。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">15</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，系统还包括详细的机车档案。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">16</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，系统还包括完善的各地常用对外联系电话，</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">17</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，语音的实现通过语音卡。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">18</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，启动救援后，系统自动显示同一线路后续机班，并自动拨号，指挥中心立即与后续机班司机联系，通知前方故障，正在救援的情况。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">四</span><span style="font-family:'Times New Roman';"> </span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">呼叫中心业务</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">1</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，基础资料建设：</span><span lang="EN-US"><span style="font-family:'Times New Roman';">110</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">专家库</span><span lang="EN-US"><span style="mso-spacerun:yes;"><span style="font-family:'Times New Roman';">&nbsp; </span></span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">应急预案</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">2</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，语音查询：司机在途中可以通过呼叫中心查询天气，计划等各项信息，语音查询系统提供语音提示。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">3</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，途中故障处理：联系相关车间技术人员，</span><span lang="EN-US"><span style="font-family:'Times New Roman';">110</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">专家库人员以及段领导等。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">4</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，途中事故处理，转向求援。</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">五</span><span style="font-family:'Times New Roman';"> </span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">呼叫中心流程</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">1</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，电话处理流程（图）</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';"><img border="0" alt="" src="http://www.ppzw.com/All_Upfile/yankeruanjian/20118291652567659198.JPG" /></span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span lang="EN-US"><span style="font-family:'Times New Roman';">2</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';">，故障处理环节：多人语音实时通话（图）</span></span></p>
<p style="margin:0cm 0cm 0pt;" class="MsoNormal"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';"><img border="0" alt="" src="http://www.ppzw.com/All_Upfile/yankeruanjian/20118291653104644000.JPG" /></span></span></p>