1. Unity: Conduct unified construction and unified management to ensure all kinds of software and hardware of the overall system conform to relevant international and national standards, and ensure high unification and standardization of service, function, interface and content, so as to standard service and high-efficient management. 2. Advance: Use the latest mature technology in the world, to ensure that the overall system is in a leading position technically, and the system is not extensively adjusted because of lag in technology within a period of time after being established, keep the advance of the system by upgrade, and extend the life cycle of the system; Ensure that the used advanced technology is stable and mature when using a new technology, and support the existing multiple call functions and network proposals. 3. Practicality: Fully use the existing communication and network resources of enterprises, and establish practical customer service systems with respective enterprise features in accordance with the practice requirements and the existing service systems of enterprises. 4. Openness and Flexibility: Be compatible with different software and hardware platforms, smoothly transplant, conduct flexible interconnection and data sharing with CRM, ERP, SCM and the like by using open interfaces, provide required resources and analysis results to business segments in time; Flexibly customize systems as required. 5. Expandability: The software and hardware platforms should have preferable extendible capacity, and can conveniently upgrade and renew systems, so as to adapt for the progressive development of different service and technology updating. 6. Safety and Reliability: Use highly-reliable product and technology, and full considers the operating security policy and mechanism of the overall system. The system has strong fault-tolerance capability and good recovery capability, and the main equipment use the operation mode of hot standby, to guarantee the stable operation of the system. 7. Availability: By considering business management and benefits, it is important to establish convenient and comprehensive network management for guaranteeing the network to safely and efficiently operate; The system must be apt to use, the system maintenance should be concentrative and simple, to avoid the maintenance expense of the complex system of multisystem combination, reduce the burden of maintenance staff, and increase the network management and decision efficiency.