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#简介 | ||
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百度开发的一套基于互联网应用模式的呼叫中心套件,采用颠覆式的技术模式,无需任何专有硬件设备,以通用服务器+软件的模式,依靠云计算等技术,完成语音的交换和呼叫的控制,在大幅降低呼叫中心建设成本的同时,仍然具有无法比拟的高可靠性。 | ||
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#平台特性 | ||
1. 语音通信遵循SIP协议,基于[FreeSWITCH](http://www.freeswitch.org)进行语音接入 | ||
2. 呼叫控制遵循CSTAII协议 | ||
3. 网络通信使用[BGCC](https://github.com/BaiduCC/BGCC/)组件 | ||
4. 通过软件实现高可靠性,降低硬件依赖和成本 | ||
5. 完备的二次开发接口和平台 | ||
6. 百度内部大规模应用(10000坐席以上),稳定性保持在99.996%以上 | ||
7. 后续陆续开放多媒体功能 | ||
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#软件实现 | ||
1. ACD. 坐席登陆和路由服务,提供控件级、接口级二次开发包 | ||
2. AP. 坐席接入代理,为ACD分担压力 | ||
2. IMS. 统一呼叫模型维护 | ||
3. IVR. 自助语音交互平台,提供可视化定制IDE | ||
4. RECORD. 按需/自动进行分布式通话录音 | ||
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#逻辑架构 | ||
![](./arch.png) | ||
#典型组网方案 | ||
![](./solution.png) | ||
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#人工功能列表 | ||
1. 登陆/登出 | ||
2. 休息 | ||
3. 空闲/忙碌 | ||
4. 外呼 | ||
5. 应答 | ||
6. 挂断 | ||
7. 保持/保持接回 | ||
8. 咨询/咨询接回/咨询转移/咨询会议 | ||
9. 单步转移/单步会议 | ||
10. 强插/监听 | ||
11. 转IVR | ||
12. 设置/获取随路数据 | ||
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#IVR功能列表 | ||
##呼叫类 | ||
1. 应答/挂断 | ||
2. 外呼 | ||
3. 桥接 | ||
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##媒体类 | ||
1. 放音收号 | ||
2. 播放数字、金额 | ||
3. 录音 | ||
4. 接受按键 | ||
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##坐席类 | ||
1. 申请坐席/转接坐席/取消申请 | ||
2. 设置/获取随路数据 | ||
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##计算类 | ||
1. 赋值 | ||
2. 比较 | ||
3. 访问数据库 | ||
4. 访问http | ||
5. 读取ini文件 | ||
6. json转换 | ||
7. 启动/停止定时器 | ||
8. 日志 | ||
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#二次开发手册 | ||
1. [agentbar开发手册](./tools/agentbar/doc/develop_manual.doc) | ||
2. [IVR开发手册](./platform/ivr/doc/develop_manual.doc) | ||
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#安装使用 | ||
1. [How To INSTALL](./INSTALL) | ||
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#License | ||
[Apache 2.0](./LICENSE) | ||
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呼叫中心 |