（CRM客戶關系）中國電

信集級CRM需求規格

說明書訂單受理與跟蹤分

冊

2020年5月

多年的企業咨詢顧問經驗，經過實戰驗證可以落地執行的卓越管理方案,值得您下載擁有

集團級CRM需求規格說明書

訂單受理與跟蹤分冊

二。。七年九月

版本變更描述作者/修訂者日期

0.1創建本文檔謝江躍2007.9.17

目錄

1文檔說明.......................................................................15

1.1編寫目的...................................................................15

1.2編寫范圍...................................................................15

1.3術語說明...................................................................15

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

2業務處理流程...................................................................18

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

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

2.1.1.1省一點國際新開數據處理流程（非出口局省發起）..............................18

2.L1.2省一點跨網通新開數據處理流程..............................錯誤!未定義書簽。

2.1.1.3集團一點新開數據處理流程..................................錯誤！未定義書簽。

2.1.1.4省一點新開數據處理流程....................................錯誤！未定義書簽。

2.1.1.5新A端國際業務流程.......................................姮!未定義書簽。

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...................................................................44

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

2.2數字電路..................................................錯誤！未定義書簽。

2.2.1新裝..................................................錯誤！未定義書簽。

221.1省一點國際新開數字處理流程（非出口局省發起）..............錯誤!未定義書簽。

221.2省一點跨網通新開數字處理流程..............................錯誤!未定義書簽。

221.3集團一點新開數字處理流程..................................錯誤!未定義書簽。

221.4省一點新開數字處理流程....................................錯誤!未定義書簽。

2.2.1.5新A端國際業務流程...................................錯誤！未定義書簽。

2.2.2退租..................................................錯誤！未定義書簽,

2.2.3正常變更..............................................錯誤!未定義書簽。

223.1需求單起正常變更..........................................￥髓!未定義書簽。

223.2定單起正常變更（帳務變更）................................錯誤!未定義書簽。

2.2.4非正常變更............................................錯誤!未定義書簽。

224.1需求單起非正常變更.............................................!未定義書簽。

224.2定單起非正常變更漏呈......................................雅!未定義書簽。

2.2.5停開..................................................錯誤！未定義書簽。

226退單..................................................錯誤！未定義書簽。

2.3MSTP..................................................................................錯誤！未定義書簽。

2.3.1新裝.................................................錯誤！未定義書簽。

2.3.2退租.................................................錯誤！未定義書簽。

2.3.3變更..................................................，髓!未定義書簽。

2.3.3.1需求單發起正常變更.........................................!未定義書簽。

2.33.2定單發起正常變更............................................雅!未定義書簽。

2.3.4非正常變更............................................，髓!未定義書簽。

2.3.4.1需求單發起非正常變更........................................■!未定義書簽。

234.2定單發起非正常變更.........................................錯誤！未定義書簽。

2.3.5停開.................................................錯誤！未定義書簽。

2.3.6退單.................................................錯誤！未定義書簽。

2.4IP虛擬專網................................................................46

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

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

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

243.1需求單發起業務變更...........................................................51

24.3.2定單發起業務變更.............................................................52

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

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

24.4.2需求單發起業務類型或站點可用率非正常變更....................................54

2.443定單發起非正常變更..........................................................55

2.4.5停開...................................................................56

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

2.5語音業務...................................................................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業務..................................................................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業務..................................................................61

2.7.1號碼開通流程（試點省流程）............................................61

2.7.2號碼開通流程（非試點省潮呈）.........................................63

2.7.3拆機..................................................................64

2.7.4停開...................................................................66

2.8超級匯線通.................................................................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...................................................................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...................................................................74

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

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

2.9.8復通...................................................................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...................................................................74

2.11會易通.................................................................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....................................................................74

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

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

2.11.8復通.................................................................74

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

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

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

2.12.3停開...................................................................74

2.13網管專家................................................................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...................................................................74

2.15集成業務................................................................74

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

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

2.15.3停開...................................................................74

2.16協調單.........................................................................74

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

3業務功能需求.......................................................................74

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

3.1.1相關產品列表...........................................................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補點...................................................................74

3.L2.L5停開..................................................................74

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

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

3.2委托收費確認...................................................................74

3.2.1相關產品列表...........................................................74

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

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

3.3.1相關產品列表...........................................................74

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

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

3.32.2逐級審核方式..............................................................74

3.4填報方案.......................................................................74

3.4.1產品相關列表...........................................................74

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

3.5確認方案.......................................................................74

3.5.1產品相關列表...........................................................74

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

3.6核實資費.......................................................................74

3.6.1相關產品列表...........................................................74

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

3.7確認PE所在城市...............................................................74

3.7.1相關產品列表...........................................................74

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

3.8填報資源.......................................................................74

3.8.1相關產品列表...........................................................74

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

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

3.9.1相關產品列表...........................................................74

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

310市^艮彳介單74

3.10.1相關產品列表........................................................74

3.11生成預收費單............................................................74

3.1L1相關產品列表........................................................74

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

3.12審核預收費單............................................................74

3.12.1相關產品列表........................................................74

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

3.13核實收費................................................................74

3.13.1相關產品列表........................................................74

3.13.2Xh日耕田1術...........................................................74

3.14轉定單..................................................................74

3.14.1相關產品列表........................................................74

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

3.15。相關產品列表........................................................74

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

315211新裝74

3.15.2.1.2補點.................................................................74

315213正常變更74

315214非正常變更74

315215停開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相關產品列表........................................................74

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

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

3.17預定路由................................................................74

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

318通知用戶74

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

3.19轉調單..................................................................74

3.19.1相關產品列表........................................................74

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

3.20填報任務...................................................................74

3.2..............................................................................................0.1相關產品列表.7.4

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

3.21填寫竣工單.................................................................74

3.21.1相關產品列表...........................................................74

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

3.22填報決算金額...............................................................74

3.22.1相關產品列表...........................................................74

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

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

3.23.1相關產品列表...........................................................74

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

3.24確認起租/退租..............................................................74

3.24.1相關產品列表...........................................................74

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

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

3.25.1相關產品列表...........................................................74

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

3.26申請退單...................................................................74

3.261相關產品列表...........................................................74

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

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

3.27.1相關產品列表...........................................................74

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

3.28進度報告...................................................................74

3.28.1相關產品列表...........................................................74

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

3.29產品實例...................................................................74

3.29.1相關產品列表...........................................................74

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

3.2921產品實例展現...........................................................74

3.2922錄入產品實例...........................................................74

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

3.30處理視圖展現...............................................................74

3.30.1相關產品列表...........................................................74

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

3.31產生回訪單.................................................................74

3.31.1相關產品列表...........................................................74

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

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

3.32.1相關產品列表.........................................................74

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

3.33指定協調人.................................................................74

3.33............................................................」相關產品列表.7.4

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

3.34協調處理...................................................................74

3.34.1相關產品列表...........................................................74

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

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

3.35.1相關產品列表...........................................................74

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

3.36新建協調單.................................................................74

3.36.1相關產品列表...........................................................74

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

3.37審核協調單.................................................................74

3.37.1相關產品列表...........................................................74

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

3.38指定協調人.................................................................74

3.38.1相關產品列表...........................................................74

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

3.39刪除協調人.................................................................74

3.39.1相關產品列表...........................................................74

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

3.40轉發協調人.................................................................74

3.40.1相關產品列表...........................................................74

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

3.41協調處理...................................................................74

3.41.1相關產品列表...........................................................74

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

3.42確認協調完成...............................................................74

3.42.1相關產品列表...........................................................74

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

4統計分析.......................................................................74

4.1綜合查詢...................................................................74

4.1.1項目查詢..............................................................74

4.L1.1相關產品列表..........................................................74

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

4.1.2電路查詢...............................................................74

41.2.1相關產品列表..........................................................74

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

4.1.3工作量查詢...........................................................74

4.1.3.1相關產品列表..................................................................74

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

4.1.4協調單查詢...........................................................74

4.141相關產品列表.................................................................74

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

4.1.5按發起局監控電路...................................................74

4.L5.1相關產品列表.................................................................74

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

4.1.6按通達地點電路......................................................74

4.161相關產品列表.................................................................74

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

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

4.2固定報表..................................................................74

4.2.1基礎匯總表..........................................................74

421.1相關產品列表.................................................................74

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

4.2.2大客戶事業部一點發起電路開通情況:..................................74

422.1相關產品列表.................................................................74

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

423一站服務省際電路開通統計.............................................74

423.1相關產品列表.................................................................74

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

4.2.4一站服務電路綜合運營指標統計........................................74

424.1相關產品列表.................................................................74

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

4.2.5全國省際電路開通情況表（省市一點）.....................................74

4.251相關產品列表.....