Call center recording method and system based on Internet protocol (IP)

A technology of call center and recording system, applied in the field of communication, to save the cost of outsourcing and ensure the quality of recording

Active Publication Date: 2013-02-13
携程旅游信息技术(上海)有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

At the same time, using the existing recording system, due to the limitation of hardware for analog recording, the recording quality needs to be improved urgently

Method used

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  • Call center recording method and system based on Internet protocol (IP)
  • Call center recording method and system based on Internet protocol (IP)
  • Call center recording method and system based on Internet protocol (IP)

Examples

Experimental program
Comparison scheme
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Embodiment Construction

[0024] The present invention will be further described below in conjunction with the accompanying drawings.

[0025] figure 1 Show the flow chart of described IP-based call center recording method, as figure 1 As shown, the recording method includes,

[0026] Start the recording control service module 1, control and monitor the recording message processing service module 2, the recording management service module 3 and the recording media processing service module 4S1 through the recording control service module 1;

[0027] Start recording message processing service module 2, described recording message processing service module 2 sends the request of monitoring seat extension to program-controlled exchange 5, after request is successful, once the state of all seat extensions changes, described recording message processing service module 2 will After receiving the agent extension state message, the recording message processing service module 2 forwards the recording manageme...

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PUM

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Abstract

The invention discloses a call center recording method and a call center recording system based on an Internet protocol (IP). The system comprises a recording message processing service module for monitoring a state of a seat extension set, a recording management service module for managing a soft phone, establishing connection between the soft phone and the seat extension set, monitoring conversation between service staff and a customer, ending recording after the conversation is finished, and writing recordings into a database, a recording media processing service module for receiving the conversation between the service staff and the customer, converting conversation contents into voice files and saving the voice files in a server, and a recording control service module for controlling the on and off of the recording message processing service module, the recording management service module and the recording media processing service module, monitoring running states of the three modules and sending alarm mails to maintainers if necessary. By the call center recording system, the purchase cost of the recording system can be effectively saved, and the recording quality under a high-concurrency requirement can be guaranteed.

Description

technical field [0001] The invention relates to the communication field, in particular to an IP-based call center recording method and system. Background technique [0002] Existing recordings of agent calls in the service industry have low concurrency. Taking the recording system deployed by Ctrip in Shanghai as an example, the recording system needs to record a total of 4800 seats. If the IP recording system is purchased from a third party, the license fee is 500 yuan per channel, and the total license fee is 2.4 million yuan. And an additional 6% maintenance cost of about 140,000 yuan per year; in addition, if the analog recording system is purchased from a third party, 89 recording servers and 20 racks are required. Calculated, the initial investment cost is about 1.4 million, and the annual operation and maintenance cost is about 1.5 million. The purchase and operation and maintenance costs are high. With the increasing scale of the call center, the concurrency and co...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/50
Inventor 张乐意
Owner 携程旅游信息技术(上海)有限公司
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