Call center dynamic recording system and method
A technology of call center and recording system, which is applied in the direction of automatic switching office, subscriber special service, electrical components, etc., and can solve problems such as increased operation and maintenance costs of customer service extensions, database configuration dependence, etc.
Active Publication Date: 2020-10-27
携程旅游信息技术(上海)有限公司
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Problems solved by technology
[0003] The technical problem to be solved by the present invention is to overcome the disadvantages in the prior art that call center recordings need to be equipped with extensions, which lead to an increase in the operation and maintenance costs of customer service extensions after the recording service goes online, and are too dependent on database configuration, and provide a dynamic recording system for call centers and method
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[0024] The present invention is further illustrated below by means of examples, but the present invention is not limited to the scope of the examples.
[0025] Such as figure 1 As shown, the call center dynamic recording system of the present invention includes a CTI telephone event push service module 1, a recording management service module 2, a recording media service module 3 and a switch voice stream duplication and distribution service module 4;
[0026] Wherein, the CTI phone event push service module 1 is used to send skill group events and traffic events to the recording management service module;
[0027] The recording management service module 2 is used to dynamically assign extensions to the recording media service module 3 to perform recording tasks in a load balancing manner;
[0028] The recording media service module 3 is used to dynamically allocate ports according to the request of the new extension of the recording management service module 2 and reply the ...
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The invention discloses a call center dynamic recording system and method. The call center dynamic recording system comprises a CTI telephone event push service module, a recording management servicemodule, a recording media service module and a switch voice stream copy distribution service module. The CTI telephone event push service module sends a skill group event and a telephone event to therecording management service module. The recording management service module allocates an extension to perform a recording task. The recording media service module dynamically returns an IP and a portto the recording management service module. The recording management service module registers the recording extension information to the switch voice stream copy distribution service module. The switch voice stream copy distribution service module sends the voice stream of the recording extension to the designated IP and port. The call center dynamic recording system and method can save the operation and maintenance cost of a customer service extension after the service is provided, reduces the dependence on database configuration, and avoids the problem that manually adding an extension recording port configuration to a database is liable to repeated recording failure.
Description
technical field [0001] The invention relates to a call center recording technology, in particular to a call center dynamic recording system and method. Background technique [0002] Before the recording of the company’s call center, extensions need to be configured. Newly added extensions need to restart the service after the database is added or wait for the early morning service to pull the database data for synchronization. Otherwise, if there is a new extension, it is necessary to modify the database data and wait for the next day to take effect, resulting in an increase in the operation and maintenance cost of the customer service extension after the recording service is launched, and it is too dependent on the database configuration. Contents of the invention [0003] The technical problem to be solved by the present invention is to overcome the disadvantages in the prior art that call center recordings need to be equipped with extensions, which lead to an increase i...
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IPC IPC(8): H04M3/42
CPCH04M3/42221
Inventor 汤璐
Owner 携程旅游信息技术(上海)有限公司