Method and system for recording telephone operators of large-scale call center via network

A call center, large-scale technology, applied in transmission systems, automatic call answering/message records/call records, electrical components, etc., to reduce the amount of maintenance and improve performance

Active Publication Date: 2012-10-24
SHANGHAI CTRIP COMMERCE CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0005] However, since the above-mentioned analog recording adopts the traditional parallel method, each recording server supports up to 64 channels of analog recording. When the system scale exceeds thousands of channels, hundreds of corresponding recording servers are required. In large-scale call center applications there are many inconveniences in

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  • Method and system for recording telephone operators of large-scale call center via network
  • Method and system for recording telephone operators of large-scale call center via network
  • Method and system for recording telephone operators of large-scale call center via network

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Embodiment Construction

[0033] The system that carries out large-scale call center agent network recording in the new IP-based distributed call center system of the present invention can be based on figure 2 Traditional physical architecture in . For example, it includes a management control server 100, and a plurality of voice processing units 200 and computer telephony integration units (CTI) 300 introduced thereon.

[0034] Wherein the voice processing unit 200 further includes:

[0035] Multiple monitoring and forwarding modules (ccCstaSvr) 10 are included. Each monitoring and forwarding module is used to monitor the messages of the recorded extension. A kind of request to the AES server (Application enablement services server, that is, the application enablement server), and receive the processing result returned by the AES server;

[0036] A plurality of recording management modules (ccRecorderMgr) 20 are used to register and monitor IP monitoring extensions, and perform monitoring and recor...

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Abstract

The invention discloses a method for recording telephone operators of a large-scale call center via the network. The method includes monitoring information of a recorded extension; starting recording by responsible modules uniformly when recording is required; transferring various requests of service sides at low levels to an AES (application enablement service) server and receiving processing results fed back by the AES server; registering and monitoring IP (internet protocol) monitoring extensions; starting monitoring and recording according to set strategy after information for requiring recording is received; receiving voice flow recorded, and converting the voice flow into voice files in any format, and compressing and dumping the voice files generated.

Description

technical field [0001] The invention belongs to the technical field of call center recording, in particular to a large-scale call center agent network recording system. Background technique [0002] The existing large-scale call center agent network recording system is a part of the call center system, and its main function is to digitally record voice signals connected through the network. [0003] An existing large-scale call center agent network recording system such as figure 1 As shown, it includes a program-controlled exchange (PBX) 100 for accessing the PSTN telephone network. The PBX can be connected to two analog voice links and an Ethernet digital line, and one of the voice lines is connected to multiple agents 200 ( agent), another voice line is connected to the AES server 10 and the recording server 20; multiple workstation computers 300 corresponding to each seat are connected to the Ethernet digital line, and the Ethernet digital line is also connected to the ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/50H04M1/64H04L29/08
Inventor 朱维东
Owner SHANGHAI CTRIP COMMERCE CO LTD
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