中国联通客户服务系统技术规范书增订部分（讨论稿）中国联通客服与呼叫中心业务部目录第一章概述............................................................................................................5一、前言.................................................................................................................5二、客服系统新功能整体描述.............................................................................6三、整体设计原则.................................................................................................81、规范性........................................................................................................82、开放性........................................................................................................83、扩展性........................................................................................................94、实用性........................................................................................................95、可靠性、安全性........................................................................................96、经济性........................................................................................................97、灵活性......................................................................................................10四、适用范围.......................................................................................................10五、起草单位.......................................................................................................10六、解释单位.......................................................................................................10七、参考文献.......................................................................................................10八、名词解释.......................................................................................................11第二章客服系统本地用户资料库.....................................................................12一、业务描述.......................................................................................................12二、组网结构.......................................................................................................12三、客户本地资料库的具体内容.......................................................................141、客户基本资料..........................................................................................142、用户基本资料..........................................................................................163、缴费历史信息..........................................................................................194、用户异动信息..........................................................................................205、客户历史账单..........................................................................................206、用户历史详单..........................................................................................20四、本地资料库数据的维护...............................................................................21五、增量文件传递规则.......................................................................................211、传输方式..................................................................................................212、传输协议........
