Method, device and system for call recording in call center
A call center and call recording technology, which is applied in the directions of automatic call answering/message recording/call recording, recorded information storage, instruments, etc., can solve problems such as low efficiency, complicated recording management, and call recording
Active Publication Date: 2011-07-27
HUAWEI TECH CO LTD
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Problems solved by technology
[0003] There are currently two recording modes, one is all recording, the recording server obtains the on-hook message through the session initiation protocol SIP (Session Initiation Protocol), and records all the calls. This recording mode is inefficient and requires a large storage space , the follow-up recording management is complicated; the other is to select the recording, CTI will send the recording conditions to the recording server, and the recording server will selectively record the call, such as recording the call of a certain operator, or recording a certain time period to record calls
However, there are certain problems in this selective recording mode. For example, when a call after 11:00 needs to be recorded, if a call lasts from 10:50 to 11:20, the existing selective recording mode cannot be used for the call. Some of the calls after :00 were recorded, which resulted in the loss of the call recording of this part of the call
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[0023] Such as figure 1 As shown, a method for call recording in a call center provided by an embodiment of the present invention includes:
[0024] Step 11, the recording server receives the recording request sent by the call center server, and the recording request carries recording conditions;
[0025] Step 12, the recording server queries the media recording table according to the recording condition, and obtains the corresponding Real-time Transport Protocol RTP (Real-timeTransport Protocol) address and RTP port of the conversation satisfying the recording condition from the media recording table;
[0026] Step 13, the recording server copies the RTP packets meeting the recording conditions from the Ethernet switch according to the acquired RTP address and RTP port, and converts the RTP packets into recording files for storage.
[0027] Wherein, in one embodiment of the present invention, what the recording server obtains from the media recording table is the physical RT...
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The embodiment of the invention discloses a method, device and system for call recording in a call center. The method comprises the following steps of: inquiring a media record by a recording server according to recording conditions; obtaining an RTP (Real Time Protocol) address and an RTP port which corresponds to calls meeting the recording conditions from the media record; and then, according to the obtained RTP address and RTP port, replicating an RTP packet meeting the recording conditions from an Ethernet switch, and converting the RTP packet into recording documents to be saved. With the adoption of the embodiment of the invention, call recording can not be lost when a user chooses recording.
Description
technical field [0001] The invention relates to a method, device and system for call recording in a call center. Background technique [0002] A call center is a place or system that implements centralized user services based on modern communication technologies. Most call center servers use computer and communication integration technology CTI (Computer and Telephony Integrator) to complete call services. To record the voice data of the call center, you can use mirroring packet capture technology, connect the recording server and the call center server to an Ethernet switch at the same time, and use the port mirroring function of the switch to mirror the port connected to the call center server to the recording The port connected to the server, so that the recording server can record the voice data of all ports of the call center server. [0003] There are currently two recording modes, one is all recording, the recording server obtains the on-hook message through the ses...
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IPC IPC(8): H04M3/51H04M1/65
Inventor 詹生敏
Owner HUAWEI TECH CO LTD