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Method and device for recording

A recording file and sound mixing technology, applied in the information field, can solve the problem of low success rate and achieve the effect of improving the success rate

Active Publication Date: 2018-07-31
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, when the CTI platform sends a recording control command to control the ACD to record, because when the CTI platform is abnormal, the CTI platform cannot issue the recording control command, so the ACD cannot occupy the venue resources and perform recording, resulting in the call Recordings have a lower success rate

Method used

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  • Method and device for recording

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Embodiment Construction

[0061] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0062] An embodiment of the present invention provides a method for recording, which can improve the success rate of recording calls, such as figure 1 As shown, the method includes:

[0063] 101. When the CTI platform is abnormal, the ACD allocates corresponding site resources for the current session.

[0064] Wherein, the current session includes at least one session agent terminal. In the embodiment of the present invention, the session agent terminal is a...

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Abstract

The invention discloses a recording method and device and relates to the information technical field, and thus conversation recording success rate can be improved. The method comprises when a CTI platform is abnormal, ACD distributes a corresponding meeting place resource for the current conversation, then, obtains at least two media streams in the meeting place resource, and finally, carries out sound mixing processing on the at least two media streams in the meeting place resource according to attribute information of conversation agent terminals to obtain a recording file. The recording method and device are suitable for carrying out recording on the agent terminals during conversation.

Description

technical field [0001] The invention relates to the field of information technology, in particular to a recording method and device. Background technique [0002] At the current stage, businesses can obtain user demand information, consultation information, and complaint information by setting up a call center system. Wherein, the call center system can record the conversation between the user terminal and the agent terminal, and process and generate corresponding recording files. [0003] At present, in the call center system, through the computer telephony integration (English full name: Computer TelephonyIntegration, English abbreviation: CTI) platform, to the automatic call distribution (English full name: Automatic CallDistribution, English abbreviation: ACD) issued recording control instructions, in order to realize The ACD occupies the venue resources according to the received recording control command, and records the content of the call between the user terminal an...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51H04M3/42
Inventor 朱建平
Owner HUAWEI TECH CO LTD