- .

(CRM) 88

- . . . . . . APP . . CRM APPADD

APP- Application22 . 1- TDM 2- IP-TDM 3- IP ( ) ( ) IP/TDM3

3 TDM (Time- Division Multiplexing)PBX

PSTN- Public Switched Telephone NetworkPBX- Private Branch Exchange4PSTN4 Phase I: VoIP (Voice over IP) IP TDM ( Internet Protocol Time Division Multiplexing)

PSTNPBXWAN

RouterRouter55 Phase II: IP WAN IPIVRPSTN TDM : CMN IP PhoneCMN: Call Management NetworkIVR: Interactive Voice Response

RouterRouterSoft Phone

Switch

6 6

CRM1- .2- .3- .4- . .77

CRMCRM

IVRAPP 88

(SMS)GSMPSTNInternet

Company

SMS- Short Message ServiceGSM- Global System for Mobile CommunicationICT- Information and Communications Technology99 (CRM) . . . CRM10

10 . . CRM . . CRM11

11 CRM . . IT . CRM12

12 CRM:

13

13 :CRM

14

14 CRM:

1515 CRM :

1616Server OSDesktopDatabaseWindows 9x/MEWindows 9x/MEMS-SQLWindows 2000Windows 2000Windows XPASP-Web InterfaceWindows 2003Windows XP CRM:

17

17 CRM 1818 1919 2020

2121 outlook express

2222

2323 CRM 2424

2525

2626

2727 2828

2929

3030 CRM

3131 OUTLOOK CRM Outlook CRM Outlook CRM Outlook CRM Outlook CRM Outlook CRM Outlook Outlook CRM Outlook Outlook3232 OUTLOOK offline offline

3333