YD/T 2097-2010 Information accessibility - Technical requirement for service system of call center
1 Scope
This standard specifies the technical requirements for accessibility service of call center information, including the composition of accessibility call service platform, reference model,
service type, accessibility call center system requirements, common call center requirements, service process, security requirements, etc.
This standard is applicable to accessibility call service platform.
2 Terminology , definitions and abbreviations
2.1 Terminology and Definitions
For the purpose of this standard, the following terminology and definitions apply.
2.1. 1 information accessibility
equal opportunities, costs with little difference, so that different people can access and use information, equally, conveniently, accessibly enable anyone to use the usual means of
information communication to obtain and use information under any circumstances.
2.1. 2 people with physical disabilities
disabled people, elderly people, immature young people, it refers to people who have difficulties in obtaining and using information because of the loss and weakening of some
physical skills.
2.1. 3 interactive voice response
interactive access, voice prompt, data, information, the call center is used to provide prompts for users' telephone visits, guide users to select content and input telephone transactions,
accept users' input on the telephone dialing keyboard, and access computer databases and other information. improve efficiency save manpower,24-hour service, Interactive Voice Response (IVR) can replace or reduce operator
operations, provide convenience for users, reduce waiting time, and reduce the number of calls transferred.
2.2 Abbreviations
For the purpose of this standard, the following abbreviations apply
3 Overview
Accessibility call service platform provides services for the society, and it mainly serves the disabled, the elderly, children, and other special social groups. According to their
different characteristics, accessibility call services, including call services based on short messages and sign language for deaf people, voice-based information services for blind people,
and event notification and information inquiry services for rescue work when the disabled, children, the elderly or ordinary people encounter unexpected difficulties, are provided. In
terms of operation, the platform can support the outsourcing of agent, so that agent service representative can be distributed anywhere accessible by the Internet, and can work at home
without leaving home, thus creating conditions for disabled people to participate in social work.
The service support center of accessibility call service platform is the accessibility call core system Users can access the system through ordinary telephones, videophones, mobile phones,
PCs, and other terminal devices to use various services provided by the system. Accessibility call center system can connect call centers serving ordinary people, various information
service systems, Internet websites and other information sources, make full use of social information resources, and provide comprehensive information services to special people
Contents
Foreword
1 Scope
2 Terminology , definitions and abbreviations
2.1 Terminology and Definitions
2.2 Abbreviations
3 Overview
4 Accessibility call service platform
4.1 Accessible Call Core System
4.2 General Call Center
4.3 Website
4.4 Sources of Information
4.5 Telephone
4.6 Mobile phones
4.7 PC
5 Accessibility call service types
5.1 Emergency assistance for deaf people
5.2 Sign language interpreters for deaf people
5.3 SMS Forwarding for the blind
5.4 Lost for help
5.5 Agent Information Query
6 Reference model .
7 Accessibility call core system
7.1 System Functions
7.2 System Equipment
8 General Call Center
9 Service Process
9.1 Emergency rescue service mode for deaf mute people
9.2 Sign Language Translation for Deaf Mute People
9.3 SMS Forwarding for the Blind
9.4 Lost for help
9.5 Agent Information Query
10 Safety Requirements
