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-<?xml version="1.0" encoding="utf-8"?>
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-<ivr>
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- <flow Name="IVR_Auto" Type="normal" MatchedNum="." MatchedLine="|-1|" Concurrency="1">
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- <cell Name="CELL_START" Pos="1" Next="2" Note="开始节点" />
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- <!--
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- exec P_OptCallRecords 'tel','callid',type,bustype,mydkey,'recfile'
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- tel:来电号码%[CallerID]
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- callid:中间件定义%[CallID]
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- type:执行类型：1.插入通话记录；2.更新挂机时间；3.更新排队开始时间；4.插入留言；5.更新满意度
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- bustype:业务选择，用于需要有按键选择业务按键值
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- mydkey:满意度按键值，1满意，2一般，3不满意
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- recfile:留言的录音文件:%[CallID]_%[CallerID]_%[StartTime].wav
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- 插入通话记录示例：exec P_OptCallRecords '%[CallerID]','%[CallID]',1,0,1,''
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- -->
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- <cell Name="CELL_BRANCH" Pos="2" Var="CalleeID" DefaultPos="2" Note="首次分支分支节点">
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- <Branch Value="8001" Pos="2" /><!--客服组正常流程：黑名单-节假日-坐席排队-->
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- <Branch Value="6800" Pos="2" /><!--市场组直接转坐席-->
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- </cell>
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- <cell Name="CELL_SQL" Pos="201" ConnStr="Provider=SQLOLEDB.1;Password=hykj800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter_Anto;Data Source=192.168.209.5" SqlStr="exec P_OptCallRecords '%[CallerID]','%[CallID]',1,0,'0','' "
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- IsSaved="no" SuccessPos="3" FailPos="3" Note="插入通话记录-客服组" />
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- <cell Name="CELL_SQL" Pos="202" ConnStr="Provider=SQLOLEDB.1;Password=hykj800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter_Anto;Data Source=192.168.209.5" SqlStr="exec P_OptCallRecords '%[CallerID]','%[CallID]',1,1,'0','' "
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- IsSaved="no" SuccessPos="3" FailPos="3" Note="插入通话记录-市场组" />
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- <cell Name="CELL_DEFINEVAR" Pos="3" Next="4" Note="定义变量节点">
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- <DefVar VarType="1" VarName="AgentNo" VarVal="0" />
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- <DefVar VarType="1" VarName="AgentExtNo" VarVal="0" />
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- <DefVar VarType="1" VarName="KeyGroup" VarVal="0" /><!--坐席组按键值-->
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- <DefVar VarType="1" VarName="GroupID" VarVal="0" /><!--通过坐席组按键值 获取相应的坐席组ID-->
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- <DefVar VarType="1" VarName="Key" VarVal="0" />
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- <DefVar VarType="1" VarName="BlackListVerify" VarVal="0" />
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- <DefVar VarType="1" VarName="HolidayVerify" VarVal="0" />
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- <DefVar VarType="1" VarName="zbdh" VarVal="0" />
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- </cell>
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- <cell Name="CELL_BRANCH" Pos="4" Var="CalleeID" DefaultPos="1010" Note="流程不同分支节点">
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- <Branch Value="8001" Pos="104" /><!--客服组正常流程：黑名单-节假日-坐席排队-->
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- <Branch Value="6800" Pos="603" /><!--市场组直接转坐席-->
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- </cell>
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- <!--黑名单-->
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- <cell Name="CELL_SQL" Pos="104" ConnStr="Provider=SQLOLEDB.1;Password=hykj800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter_Anto;Data Source=192.168.209.5" SqlStr="exec P_GetBlacklist '%[CallerID]','%[CallID]' " IsSaved="yes" SuccessPos="5" FailPos="5" Note="读取黑名单" />
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- <cell Name="CELL_RECORDSET" Pos="5" LPos="6" EPos="6" GPos="6" Note="取黑名单结果">
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- <Map Var="BlackListVerify" />
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- </cell>
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- <cell Name="CELL_COMPARE" Pos="6" Data1Type="2" Data2Type="1" Data3Type="1" Data1="BlackListVerify" Data2="0" Data3="" VarType="1" CompareType="2" TruePos="26" FalsePos="8" Note="判断黑名单" />
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- <!--黑名单提示音-->
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- <cell Name="CELL_AUDIODTMF" Pos="26" PlayType="2" ContentType="1" Content="D:\Midware\wav\黑名单提示音.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50"
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- TTSEngine="0" StopWhenDtmf="2" MaxKeyCount="1" KeyPressInterval="3" FinishKey="#" KeyVar="" SuccessPos="25" FailPos="24" HangupPos="24" Note="黑名单提示音" />
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- <!--黑名单提示音-->
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- <!--黑名单-->
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-
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- <!--欢迎词-->
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- <!-- <cell Name="CELL_AUDIODTMF" Pos="12" PlayType="2" ContentType="1" Content="D:\Midware\wav\欢迎词.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50" TTSEngine="0" StopWhenDtmf="2" MaxKeyCount="1" KeyPressInterval="0" FinishKey="#" KeyVar="" SuccessPos="8" FailPos="24" HangupPos="24" Note="放欢迎词" /> -->
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- <!--欢迎词-->
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-
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- <!--节假日-->
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- <!--判断是否加班或节假日，是放节假日音后挂机，否转坐席-->
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- <cell Name="CELL_SQL" Pos="8" ConnStr="Provider=SQLOLEDB.1;Password=hykj800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter_Anto;Data Source=192.168.209.5" SqlStr="exec P_GetHolidays" IsSaved="yes" SuccessPos="9" FailPos="603" Note="节假日查询" />
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- <cell Name="CELL_RECORDSET" Pos="9" LPos="10" EPos="10" GPos="10" Note="取节假日结果">
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- <Map Var="HolidayVerify" />
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- </cell>
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- <cell Name="CELL_COMPARE" Pos="10" Data1Type="2" Data2Type="1" Data3Type="1" Data1="HolidayVerify" Data2="0" Data3="" VarType="1" CompareType="2" TruePos="603" FalsePos="29" Note="判断节假日" />
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- <cell Name="CELL_AUDIODTMF" Pos="11" PlayType="2" ContentType="1" Content="D:\Midware\wav\假期提示音.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50" TTSEngine="0" StopWhenDtmf="1" MaxKeyCount="1" KeyPressInterval="3" FinishKey="#" KeyVar="" SuccessPos="24" FailPos="24" HangupPos="24" Note="放节假日音" />
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- <!--节假日-->
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-
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-
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- <!--排队，转坐席-->
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- <cell Name="CELL_SQL" Pos="603" ConnStr="Provider=SQLOLEDB.1;Password=hykj800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter_Anto;Data Source=192.168.209.5" SqlStr="exec P_GetSeatGroup '%[CallerID]','%[CalleeID]'"
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- IsSaved="yes" SuccessPos="604" FailPos="24" Note="获取坐席组ID" />
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- <cell Name="CELL_RECORDSET" Pos="604" LPos="501" EPos="501" GPos="501" Note="获取坐席组ID结果">
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- <Map Var="GroupID" />
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- </cell>
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- <cell Name="CELL_SQL" Pos="501" ConnStr="Provider=SQLOLEDB.1;Password=hykj800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter_Anto;Data Source=192.168.209.5" SqlStr=" exec P_OptCallRecords '%[CallerID]','%[CallID]',3,%[KeyGroup],'0','' " IsSaved="no" SuccessPos="13" FailPos="13" Note="更新排队开始时间" />
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- <!--坐席排队时，没有登录坐席直接转值班电话，无空闲坐席转坐席全忙放音，有空闲坐席继续播报-->
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- <!--Strategy：座席分配策略，1循环接听、2最大空闲接听、3最少接听接听、4指定坐席接听，指定多座席时，坐席工号之间用‘|’分隔，坐席数不要超过4个。-->
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- <cell Name="CELL_BRANCH" Pos="13" Var="CalleeID" DefaultPos="1013" Note="排队分支节点">
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- <Branch Value="8001" Pos="1013" /><!--客服组-->
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- <Branch Value="6800" Pos="1014" /><!--市场组-->
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- </cell>
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-
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- <cell Name="CELL_QUEUE" Pos="1013" Strategy="1" VipLevelType="1" VipLevel="0" GroupType="2" Group="GroupID" AgentVar="AgentNo" ExtenVar="AgentExtNo"
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- NoAgentPos="29" NoFreePos="14" SuccessPos="31" HangupPos="24" Note="排队节点" />
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- <cell Name="CELL_QUEUE" Pos="1014" Strategy="1" VipLevelType="1" VipLevel="0" GroupType="2" Group="GroupID" AgentVar="AgentNo" ExtenVar="AgentExtNo"
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- NoAgentPos="29" NoFreePos="14" SuccessPos="31" HangupPos="24" Note="排队节点-sc" />
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- <cell Name="CELL_AUDIODTMF" Pos="1015" PlayType="2" ContentType="1" Content="D:\Midware\wav\嘟嘟无人接听.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50" TTSEngine="0" StopWhenDtmf="1" MaxKeyCount="1" KeyPressInterval="3" FinishKey="#" KeyVar="" SuccessPos="24" FailPos="24" HangupPos="24" Note="放节假日音-sc" />
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- <cell Name="CELL_AUDIODTMF" Pos="14" PlayType="1" ContentType="1" Content="D:\Midware\wav\坐席全忙.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50"
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- TTSEngine="0" StopWhenDtmf="1" MaxKeyCount="1" KeyPressInterval="3" FinishKey="#" KeyVar="Key" SuccessPos="15" FailPos="24" HangupPos="24" Note="坐席全忙放音" />
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- <cell Name="CELL_BRANCH" Pos="15" Var="Key" DefaultPos="14" Note="分支节点">
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- <Branch Value="1" Pos="16" /><!--1.继续等待-->
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- </cell>
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- <cell Name="CELL_CONTINUEQUEUE" Pos="16" Agent="AgentNo" Exten="AgentExtNo" Audio="D:\Midware\wav\保持音.wav" Timeout="60" SuccessPos="18" HangupPos="24" TimeoutPos="14" Note="继续排队节点" />
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- <cell Name="CELL_CANCELQUEUE" Pos="17" Reason="等烦了" Next="24" Note="放弃排队节点" />
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- <cell Name="CELL_AUDIODTMF" Pos="18" PlayType="2" ContentType="1" Content="D:\Midware\wav\通话录音提示音.wav" TTSNumMode="1"
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- TTSSpeed="50" TTSVolume="50" TTSEngine="0" StopWhenDtmf="2" MaxKeyCount="1" KeyPressInterval="0" FinishKey="#" KeyVar="" SuccessPos="31" FailPos="24" HangupPos="24" Note="转接电话提示录音" />
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- <cell Name="CELL_AUDIODTMF" Pos="31" PlayType="2" ContentType="2" Content=" `vs40 您好, `dig`vs30 %[AgentNo] `vs50 号客服为您服务." TTSNumMode="1" TTSSpeed="50" TTSVolume="50" TTSEngine="0" StopWhenDtmf="2" MaxKeyCount="1" KeyPressInterval="0" FinishKey="#" KeyVar="" SuccessPos="19" FailPos="24" HangupPos="24" Note="播报工号" />
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- <cell Name="CELL_TURNAGENT" Pos="19" Exten="AgentExtNo" SuccessPos="25" FailPos="17" HangupPos="24" Note="转座席节点">
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- <BandData Var="CallID" />
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- </cell>
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- <!--排队，转坐席-->
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-
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- <!--转值班电话-->
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- <cell Name="CELL_AUDIODTMF" Pos="29" PlayType="2" ContentType="1" Content="D:\Midware\wav\转值班电话提示.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50" TTSEngine="0" StopWhenDtmf="2" MaxKeyCount="1" KeyPressInterval="0" FinishKey="#" KeyVar="" SuccessPos="701" FailPos="24" HangupPos="24" Note="转值班电话提示音" />
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- <cell Name="CELL_BRANCH" Pos="701" Var="CalleeID" DefaultPos="1013" Note="排队分支节点">
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- <Branch Value="8001" Pos="7011" /><!--客服组-->
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- <Branch Value="6800" Pos="7012" /><!--市场组-->
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- </cell>
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- <cell Name="CELL_SQL" Pos="7011" ConnStr="Provider=SQLOLEDB.1;Password=hykj800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter_Anto;Data Source=192.168.209.5" SqlStr="EXEC P_GetZBDH '%[CallID]',0 " IsSaved="yes" SuccessPos="702" FailPos="24" Note="获取值班电话-客服组" />
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- <cell Name="CELL_SQL" Pos="7012" ConnStr="Provider=SQLOLEDB.1;Password=hykj800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter_Anto;Data Source=192.168.209.5" SqlStr="EXEC P_GetZBDH '%[CallID]',1 " IsSaved="yes" SuccessPos="702" FailPos="24" Note="获取值班电话-市场组" />
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- <cell Name="CELL_RECORDSET" Pos="702" LPos="30" EPos="30" GPos="30" Note="获取值班电话结果">
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- <Map Var="zbdh" />
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- </cell>
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- <cell Name="CELL_TRANSFEROUT" Pos="30" CalleeNumType="2" CalleeNum="zbdh" Timeout="60" SuccessPos="25" FailPos="24" Note="转值班电话" />
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- <!--转值班电话-->
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-
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- <!---->
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- <cell Name="CELL_SQL" Pos="24" ConnStr="Provider=SQLOLEDB.1;Password=hykj800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter_Anto;Data Source=192.168.209.5" SqlStr=" exec P_OptCallRecords '%[CallerID]','%[CallID]',2,0,'0','' " IsSaved="no"
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- SuccessPos="204" FailPos="25" Note="更新挂机时间" />
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- <cell Name="CELL_HANGUP" Pos="204" Next="25" Note="挂机节点" />
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- <cell Name="CELL_END" Pos="25" Note="结束节点" />
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- <!---->
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- </flow>
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-</ivr>
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