CRM客戶(hù)關(guān)系中國(guó)電信集團(tuán)級(jí)CRM需求規(guī)格說(shuō)明書(shū)訂單受理與跟蹤分冊(cè)

（CRM客戶(hù)關(guān)系）中國(guó)電

信集級(jí)CRM需求規(guī)格

說(shuō)明書(shū)訂單受理與跟蹤分

冊(cè)

2020年5月

多年的企業(yè)咨詢(xún)顧問(wèn)經(jīng)驗(yàn)，經(jīng)過(guò)實(shí)戰(zhàn)驗(yàn)證可以落地執(zhí)行的卓越管理方案,值得您下載擁有

集團(tuán)級(jí)CRM需求規(guī)格說(shuō)明書(shū)

訂單受理與跟蹤分冊(cè)

二。。七年九月

版本變更描述作者/修訂者日期

0.1創(chuàng)建本文檔謝江躍2007.9.17

目錄

1文檔說(shuō)明.......................................................................15

1.1編寫(xiě)目的...................................................................15

1.2編寫(xiě)范圍...................................................................15

1.3術(shù)語(yǔ)說(shuō)明...................................................................15

1.4文檔組織與概述.............................................................17

2業(yè)務(wù)處理流程...................................................................18

2.1DDN\ATM\FR...........................................................................................................18

2.1.1新裝...................................................................18

2.1.1.1省一點(diǎn)國(guó)際新開(kāi)數(shù)據(jù)處理流程（非出口局省發(fā)起）..............................18

2.L1.2省一點(diǎn)跨網(wǎng)通新開(kāi)數(shù)據(jù)處理流程..............................錯(cuò)誤!未定義書(shū)簽。

2.1.1.3集團(tuán)一點(diǎn)新開(kāi)數(shù)據(jù)處理流程..................................錯(cuò)誤！未定義書(shū)簽。

2.1.1.4省一點(diǎn)新開(kāi)數(shù)據(jù)處理流程....................................錯(cuò)誤！未定義書(shū)簽。

2.1.1.5新A端國(guó)際業(yè)務(wù)流程.......................................姮!未定義書(shū)簽。

2.1.2退租...................................................................39

2.1.3正常變更................................................................41

2.1.3.1需求單起正常變更..........................................................41

2.1.3.2定單起正常變更（帳務(wù)變更）................................................42

2.1.4非正常變更..............................................................43

2.141需求單起非正常變更........................................................43

2.142定單起非正常變更;薪呈......................................................44

2.1.5停開(kāi)...................................................................44

2.1.6退單...................................................................45

2.2數(shù)字電路..................................................錯(cuò)誤！未定義書(shū)簽。

2.2.1新裝..................................................錯(cuò)誤！未定義書(shū)簽。

221.1省一點(diǎn)國(guó)際新開(kāi)數(shù)字處理流程（非出口局省發(fā)起）..............錯(cuò)誤!未定義書(shū)簽。

221.2省一點(diǎn)跨網(wǎng)通新開(kāi)數(shù)字處理流程..............................錯(cuò)誤!未定義書(shū)簽。

221.3集團(tuán)一點(diǎn)新開(kāi)數(shù)字處理流程..................................錯(cuò)誤!未定義書(shū)簽。

221.4省一點(diǎn)新開(kāi)數(shù)字處理流程....................................錯(cuò)誤!未定義書(shū)簽。

2.2.1.5新A端國(guó)際業(yè)務(wù)流程...................................錯(cuò)誤！未定義書(shū)簽。

2.2.2退租..................................................錯(cuò)誤！未定義書(shū)簽,

2.2.3正常變更..............................................錯(cuò)誤!未定義書(shū)簽。

223.1需求單起正常變更..........................................￥髓!未定義書(shū)簽。

223.2定單起正常變更（帳務(wù)變更）................................錯(cuò)誤!未定義書(shū)簽。

2.2.4非正常變更............................................錯(cuò)誤!未定義書(shū)簽。

224.1需求單起非正常變更.............................................!未定義書(shū)簽。

224.2定單起非正常變更漏呈......................................雅!未定義書(shū)簽。

2.2.5停開(kāi)..................................................錯(cuò)誤！未定義書(shū)簽。

226退單..................................................錯(cuò)誤！未定義書(shū)簽。

2.3MSTP..................................................................................錯(cuò)誤！未定義書(shū)簽。

2.3.1新裝.................................................錯(cuò)誤！未定義書(shū)簽。

2.3.2退租.................................................錯(cuò)誤！未定義書(shū)簽。

2.3.3變更..................................................，髓!未定義書(shū)簽。

2.3.3.1需求單發(fā)起正常變更.........................................!未定義書(shū)簽。

2.33.2定單發(fā)起正常變更............................................雅!未定義書(shū)簽。

2.3.4非正常變更............................................，髓!未定義書(shū)簽。

2.3.4.1需求單發(fā)起非正常變更........................................■!未定義書(shū)簽。

234.2定單發(fā)起非正常變更.........................................錯(cuò)誤！未定義書(shū)簽。

2.3.5停開(kāi).................................................錯(cuò)誤！未定義書(shū)簽。

2.3.6退單.................................................錯(cuò)誤！未定義書(shū)簽。

2.4IP虛擬專(zhuān)網(wǎng)................................................................46

2.4.1新裝..................................................................46

2.4.2退租..................................................................49

2.4.3正常變更...............................................................51

243.1需求單發(fā)起業(yè)務(wù)變更...........................................................51

24.3.2定單發(fā)起業(yè)務(wù)變更.............................................................52

2.4.4非正常變更.............................................................53

2.441需求單發(fā)起非正常變更（電路級(jí)）..............................................53

24.4.2需求單發(fā)起業(yè)務(wù)類(lèi)型或站點(diǎn)可用率非正常變更....................................54

2.443定單發(fā)起非正常變更..........................................................55

2.4.5停開(kāi)...................................................................56

2.4.6退單..................................................................57

2.5語(yǔ)音業(yè)務(wù)...................................................................58

2.5.1需求單處理湍呈.........................................................58

2.5.2定單受理處理流程......................................................58

2.5.3變更受理處理潮呈......................................................59

2.6ADSL業(yè)務(wù)..................................................................59

2.6.1需求單處理流程.........................................................59

2.6.2定單處理流程...........................................................60

2.6.3變更處理流程...........................................................60

2.74008業(yè)務(wù)..................................................................61

2.7.1號(hào)碼開(kāi)通流程（試點(diǎn)省流程）............................................61

2.7.2號(hào)碼開(kāi)通流程（非試點(diǎn)省潮呈）.........................................63

2.7.3拆機(jī)..................................................................64

2.7.4停開(kāi)...................................................................66

2.8超級(jí)匯線通.................................................................67

2.8.1新裝...................................................................67

2.8.2退租...................................................................68

2.8.3正常變更...............................................................69

2.8.4停開(kāi)...................................................................70

2.9VIP通用記帳卡..........................................................71

2.9.1新裝...................................................................71

2.9.2退租...................................................................73

2.9.3正常變更...............................................................73

2.9.4非正常變更..............................................................74

2.9.5停開(kāi)...................................................................74

2.9.6退單...................................................................74

2.9.7暫停...................................................................74

2.9.8復(fù)通...................................................................74

2.10E通VPN.........................................................................................................74

2.10.1新裝...................................................................74

2.10.2退租...................................................................74

2.10.3正常變更...............................................................74

2.10.4非正常變更..............................................................74

2.10.5停開(kāi)...................................................................74

2.11會(huì)易通.................................................................74

2.LL.1新裝...................................................................74

2.11.2退租.................................................................74

2.11.3正常變更...............................................................74

2.11.4非正常變更...........................................................74

2.11.5停開(kāi)....................................................................74

2.11.6退單...................................................................74

2.11.7暫停.................................................................74

2.11.8復(fù)通.................................................................74

2.12ICT................................................................................................................74

2.12.1新裝...................................................................74

2.12.2退租...................................................................74

2.12.3停開(kāi)...................................................................74

2.13網(wǎng)管專(zhuān)家................................................................74

2.13.1新裝...................................................................74

2.13.2退租...................................................................74

2.14全球眼.................................................................74

2.14.1新裝...................................................................74

2.14.2退租...................................................................74

2.14.3正常...............................................................74

2.14.4非正常變更..............................................................74

2.14.5停開(kāi)...................................................................74

2.15集成業(yè)務(wù)................................................................74

2.15.1新裝...................................................................74

2.15.2退租...................................................................74

2.15.3停開(kāi)...................................................................74

2.16協(xié)調(diào)單.........................................................................74

2.17回訪單.........................................................................74

3業(yè)務(wù)功能需求.......................................................................74

3.1受理需求單.....................................................................74

3.1.1相關(guān)產(chǎn)品列表...........................................................74

3.1.2功能描述...............................................................74

3.L2.1錄入需求單...............................................................74

3.121.1新裝..................................................................74

3.1.2.1.2正常變更..............................................................74

3.1.2.L3非正常變更............................................................74

3.121.4補(bǔ)點(diǎn)...................................................................74

3.L2.L5停開(kāi)..................................................................74

3.122錄入方式..................................................................74

3.1.2.3送審核...............................................................74

3.2委托收費(fèi)確認(rèn)...................................................................74

3.2.1相關(guān)產(chǎn)品列表...........................................................74

3.2.2功能描述...............................................................74

3.3審核需求單....................................................................74

3.3.1相關(guān)產(chǎn)品列表...........................................................74

3.3.2功能描述...............................................................74

33.2.1終審審核方式..............................................................74

3.32.2逐級(jí)審核方式..............................................................74

3.4填報(bào)方案.......................................................................74

3.4.1產(chǎn)品相關(guān)列表...........................................................74

3.4.2功能描述...............................................................74

3.5確認(rèn)方案.......................................................................74

3.5.1產(chǎn)品相關(guān)列表...........................................................74

3.5.2功能描述...............................................................74

3.6核實(shí)資費(fèi).......................................................................74

3.6.1相關(guān)產(chǎn)品列表...........................................................74

3.6.2功能描述...............................................................74

3.7確認(rèn)PE所在城市...............................................................74

3.7.1相關(guān)產(chǎn)品列表...........................................................74

3.7.2功能描述...............................................................74

3.8填報(bào)資源.......................................................................74

3.8.1相關(guān)產(chǎn)品列表...........................................................74

3.8.2功能描述...............................................................74

3.9力?.................................................................................................................................74

3.9.1相關(guān)產(chǎn)品列表...........................................................74

3.9.2功能描述...............................................................74

310市^艮彳介單74

3.10.1相關(guān)產(chǎn)品列表........................................................74

3.11生成預(yù)收費(fèi)單............................................................74

3.1L1相關(guān)產(chǎn)品列表........................................................74

3.11.2功能描述............................................................74

3.12審核預(yù)收費(fèi)單............................................................74

3.12.1相關(guān)產(chǎn)品列表........................................................74

3.12.2功能描述...........................................................74

3.13核實(shí)收費(fèi)................................................................74

3.13.1相關(guān)產(chǎn)品列表........................................................74

3.13.2Xh日耕田1術(shù)...........................................................74

3.14轉(zhuǎn)定單..................................................................74

3.14.1相關(guān)產(chǎn)品列表........................................................74

3.15受理定單................................................................74

3.15。相關(guān)產(chǎn)品列表........................................................74

3.15.2.1錄入定單..............................................................74

315211新裝74

3.15.2.1.2補(bǔ)點(diǎn).................................................................74

315213正常變更74

315214非正常變更74

315215停開(kāi)74

315.2171?.....................................................................................................................74

3。521.8邈.................................................................74

3.15.2.3送審核.................................................................74

3.16審核定單................................................................74

3.16.1相關(guān)產(chǎn)品列表........................................................74

3.16.2功育僑苗述...........................................................74

3.16.2.1終審審核75^...........................................................................................................74

3.17預(yù)定路由................................................................74

3.172功能描述...........................................................74

318通知用戶(hù)74

3?目匕^????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????74

3.19轉(zhuǎn)調(diào)單..................................................................74

3.19.1相關(guān)產(chǎn)品列表........................................................74

3.19.2功能描述...............................................................74

3.20填報(bào)任務(wù)...................................................................74

3.2..............................................................................................0.1相關(guān)產(chǎn)品列表.7.4

3.2Q2功能描述............................................................74

3.21填寫(xiě)竣工單.................................................................74

3.21.1相關(guān)產(chǎn)品列表...........................................................74

3.21.2功能描述...............................................................74

3.22填報(bào)決算金額...............................................................74

3.22.1相關(guān)產(chǎn)品列表...........................................................74

3.22.2功能描述...............................................................74

3.23生成決算單.................................................................74

3.23.1相關(guān)產(chǎn)品列表...........................................................74

3.23.2功能描述...............................................................74

3.24確認(rèn)起租/退租..............................................................74

3.24.1相關(guān)產(chǎn)品列表...........................................................74

3.24.2功能描述...............................................................74

3.25生成交付單.................................................................74

3.25.1相關(guān)產(chǎn)品列表...........................................................74

3.25.2功能描述...............................................................74

3.26申請(qǐng)退單...................................................................74

3.261相關(guān)產(chǎn)品列表...........................................................74

3.26.2功能描述...............................................................74

3.27審核退單...................................................................74

3.27.1相關(guān)產(chǎn)品列表...........................................................74

3.27.2功能描述...............................................................74

3.28進(jìn)度報(bào)告...................................................................74

3.28.1相關(guān)產(chǎn)品列表...........................................................74

3.28.2功能描述...............................................................74

3.29產(chǎn)品實(shí)例...................................................................74

3.29.1相關(guān)產(chǎn)品列表...........................................................74

3.29.2功能描述...............................................................74

3.2921產(chǎn)品實(shí)例展現(xiàn)...........................................................74

3.2922錄入產(chǎn)品實(shí)例...........................................................74

3.2923錄入方式...............................................................74

3.30處理視圖展現(xiàn)...............................................................74

3.30.1相關(guān)產(chǎn)品列表...........................................................74

330.2功能描述...............................................................74

3.31產(chǎn)生回訪單.................................................................74

3.31.1相關(guān)產(chǎn)品列表...........................................................74

3.31.2功能描述...............................................................74

3.32回訪處理...................................................................74

3.32.1相關(guān)產(chǎn)品列表.........................................................74

3.32.2功能描述.............................................................74

3.33指定協(xié)調(diào)人.................................................................74

3.33............................................................」相關(guān)產(chǎn)品列表.7.4

3.33......................................................................................................2功能描述.74

3.34協(xié)調(diào)處理...................................................................74

3.34.1相關(guān)產(chǎn)品列表...........................................................74

3.34.2功能描述..............................................................74

3.35歸檔回訪單.................................................................74

3.35.1相關(guān)產(chǎn)品列表...........................................................74

3.35.2功能描述..............................................................74

3.36新建協(xié)調(diào)單.................................................................74

3.36.1相關(guān)產(chǎn)品列表...........................................................74

3.36.2功能描述..............................................................74

3.37審核協(xié)調(diào)單.................................................................74

3.37.1相關(guān)產(chǎn)品列表...........................................................74

3.37.2功能描述..............................................................74

3.38指定協(xié)調(diào)人.................................................................74

3.38.1相關(guān)產(chǎn)品列表...........................................................74

3.38.2功能描述..............................................................74

3.39刪除協(xié)調(diào)人.................................................................74

3.39.1相關(guān)產(chǎn)品列表...........................................................74

3.39.2功能描述..............................................................74

3.40轉(zhuǎn)發(fā)協(xié)調(diào)人.................................................................74

3.40.1相關(guān)產(chǎn)品列表...........................................................74

3.40.2功能描述..............................................................74

3.41協(xié)調(diào)處理...................................................................74

3.41.1相關(guān)產(chǎn)品列表...........................................................74

3.41.2功能描述..............................................................74

3.42確認(rèn)協(xié)調(diào)完成...............................................................74

3.42.1相關(guān)產(chǎn)品列表...........................................................74

3.42.2功能描述..............................................................74

4統(tǒng)計(jì)分析.......................................................................74

4.1綜合查詢(xún)...................................................................74

4.1.1項(xiàng)目查詢(xún)..............................................................74

4.L1.1相關(guān)產(chǎn)品列表..........................................................74

4.L1.2功能描述..............................................................74

4.1.2電路查詢(xún)...............................................................74

41.2.1相關(guān)產(chǎn)品列表..........................................................74

4.1.2.2功能描述..............................................................74

4.1.3工作量查詢(xún)...........................................................74

4.1.3.1相關(guān)產(chǎn)品列表..................................................................74

4.1.3.2功能描述......................................................................74

4.1.4協(xié)調(diào)單查詢(xún)...........................................................74

4.141相關(guān)產(chǎn)品列表.................................................................74

4.142功能描述......................................................................74

4.1.5按發(fā)起局監(jiān)控電路...................................................74

4.L5.1相關(guān)產(chǎn)品列表.................................................................74

4.L5.2功能描述.....................................................................74

4.1.6按通達(dá)地點(diǎn)電路......................................................74

4.161相關(guān)產(chǎn)品列表.................................................................74

4.162功能描述......................................................................74

4.L6.3功能描述功能描述............................................................74

4.2固定報(bào)表..................................................................74

4.2.1基礎(chǔ)匯總表..........................................................74

421.1相關(guān)產(chǎn)品列表.................................................................74

421.2功能描述......................................................................74

4.2.2大客戶(hù)事業(yè)部一點(diǎn)發(fā)起電路開(kāi)通情況:..................................74

422.1相關(guān)產(chǎn)品列表.................................................................74

422.2功能描述......................................................................74

423一站服務(wù)省際電路開(kāi)通統(tǒng)計(jì).............................................74

423.1相關(guān)產(chǎn)品列表.................................................................74

423.2功能描述......................................................................74

4.2.4一站服務(wù)電路綜合運(yùn)營(yíng)指標(biāo)統(tǒng)計(jì)........................................74

424.1相關(guān)產(chǎn)品列表.................................................................74

4.2.42功能描述.....................................................................74

4.2.5全國(guó)省際電路開(kāi)通情況表（省市一點(diǎn)）.....................................74

4.251相關(guān)產(chǎn)品列表.....