A method, system, medium, and device for capturing packets and recording on multiple platforms

Abstract

The present application relates to a method, system, medium, and device for packet capture and recording on multiple platforms. The method includes: obtaining the protocol type of a target call center platform; according to the protocol type, selecting a corresponding parsing mode to parse the signaling packets of the target call center platform to obtain signaling parsing packets; when a communication event is monitored, parsing the signaling parsing packets according to the type of the communication event to obtain corresponding recording data; converting the recording data into a preset standard format and generating a voice file for storage. By adopting the embodiments of the present application, the protocols of different call center platforms can be compatible to achieve packet capture and recording on multiple call center platforms, thereby improving the success rate of recording backup.

Description

Technical Field

[0001] The present application relates to the field of network communication, and particularly to a method, system, medium, and device for capturing packets and recording on multiple platforms. Background Art

[0002] With the development of voice call center applications, enterprises have higher and higher requirements for the quality of customer service. At the same time, in many industries such as finance and insurance, recording is required by supervision requirements to be completely recorded and saved without loss, and needs to be saved for at least three years or more. Therefore, the importance of recording is getting higher and higher in the way of voice communication channels. As a real-time behavior, traditional recording generally has a loss rate of about three per thousand. In order to ensure its high efficiency and reliability, enterprises often use packet capture recording as a backup recording to ensure the coverage rate of recording. As a recording method completely independent of the voice communication system, packet capture recording is becoming more and more important in enterprise voice contact centers.

[0003] Packet capture recording mainly obtains the voice communication signaling, call associated data, and media stream of the call center through packet capture, and processes them to generate recording files and recording records; in terms of requirements, it needs to handle multiple call center platforms, such as Avaya, Aspect, Laihu, Cisco, Genesys, SBC Sip Trunk, etc. However, there are significant differences in the protocols and methods of these call center platforms, which may lead to failure of packet capture recording due to protocol incompatibility, resulting in a decrease in the success rate of recording backup. Summary of the Invention

[0004] In order to be compatible with the protocols of different call center platforms, achieve packet capture recording on multiple call center platforms, and further improve the success rate of recording backup, the present application provides a method, system, medium, and device for capturing packets and recording on multiple platforms.

[0005] In the first aspect of the present application, a method for capturing packets and recording on multiple platforms is provided, adopting the following technical solution:

[0006] Obtain the protocol type of the target call center platform;

[0007] According to the protocol type, select the corresponding parsing mode to parse the signaling packet of the target call center platform to obtain a signaling parsing packet;

[0008] When a communication event is monitored, parse the signaling parsing packet according to the type of the communication event to obtain the corresponding recording data;

[0009] Convert the recording data into a preset standard format and generate a voice file for saving.

[0010] By adopting the above technical solution, according to the protocol type of the target call center platform, the corresponding signaling parsing mode is selected to parse the signaling packet of the target call center platform, so as to realize the communication docking with different call center platforms. After docking with the target call center platform and monitoring communication events, the corresponding recording data information can be obtained according to the type of communication events to realize the packet capture of the recording of the target call center platform, and the recording data is converted into a preset format for storage, so as to back up the captured recording, thereby improving the success rate of recording backup.

[0011] Optionally, the step of selecting the corresponding parsing mode according to the protocol type to parse the signaling packet of the target call center platform to obtain a signaling parsing packet includes: according to the protocol type, determining that the target call center platform is a platform supporting the first type of voice communication server, and selecting the SIP signaling parsing mode to parse the signaling packet of the target call center platform to obtain a signaling parsing packet. The platforms supporting the first type of voice communication server include the Genesys platform, the Laihu platform, and the SBC SIP Trunk platform; according to the protocol type, determining that the target call center platform is a platform supporting the second type of voice communication server, and selecting the Skinny signaling parsing mode to parse the signaling packet of the target call center platform to obtain a signaling parsing packet. The platforms supporting the second type of voice communication server include the Cisco platform; according to the protocol type, determining that the target call center platform is a platform supporting the third type of voice communication server, and selecting the CTI message parsing mode to parse the signaling packet of the target call center platform to obtain a signaling parsing packet. The platforms supporting the third type of voice communication server include the Avaya platform and the Aspect platform.

[0012] By adopting the above technical solution, according to the protocol types of different target call center platforms, the voice communication servers supported by the target call center platform are determined, and the corresponding signaling parsing mode is selected to parse the signaling packets of the target call center platform, so as to realize the communication docking with different platforms, and further realize the packet capture and recording of multiple call center platforms.

[0013] Optionally, the step of determining that the target call center platform is the first type of voice communication server according to the protocol type and selecting the SIP signaling parsing mode to parse the signaling packet of the target call center platform to obtain a signaling parsing packet includes: according to the protocol type, determining that the target call center platform is the first type of voice communication server, and obtaining the mirror network packet of the network where the first type of voice communication server is located; capturing the SIP signaling packet of the target call center platform according to the mirror network packet; selecting the SIP signaling parsing mode to parse the SIP signaling packet of the target call center platform to obtain a signaling parsing packet.

[0014] By adopting the above technical solution, by obtaining the mirror packet of the network where the first type of voice communication server is located, filtering the network packet, and only capturing the SIP signaling packets of the target call center platform, so as to select the SIP signaling parsing mode to parse the SIP signaling packets of the target call center platform, so as to realize the communication docking with the target call center platform.

[0015] Optionally, according to the protocol type, determining that the target call center platform is a third type of voice communication server, and selecting the CTI message parsing mode to parse the signaling packets of the target call center platform to obtain a signaling parsing packet, including: according to the protocol type, determining that the target call center platform is a third type of voice communication server; selecting a corresponding CTI protocol for interface docking according to the CTI protocol type of the target call center platform, and obtaining the signaling packets of the target call center platform; selecting the CTI message parsing mode to parse the signaling packets of the target call center platform to obtain a signaling parsing packet.

[0016] By adopting the above technical solution, selecting a corresponding CTI protocol for interface docking according to the CTI protocol type of the target call center platform to obtain the signaling packets of the target call center platform, so as to select the CTI message parsing mode to parse the signaling packets of the target call center platform, so as to realize the communication docking with the target call center platform.

[0017] Optionally, when a communication event is monitored, parsing the signaling parsing packet according to the type of the communication event to obtain corresponding recording data, including: when the type of the monitored communication event is a ringing event, parsing the ringing field in the signaling parsing packet, and updating the status information of the recording conversation in real time according to the ringing field; when the type of the monitored communication event is a connection event, parsing the connection field in the signaling parsing packet, creating a start recording request according to the field and capturing the media stream information of the caller and the callee; when the type of the monitored communication event is a hang-up event, parsing the hang-up field in the signaling parsing packet, stopping the media stream capture of the caller and the callee according to the hang-up field, and obtaining the media stream and the recording data of the caller and the callee.

[0018] By adopting the above technical solution, parsing the corresponding fields in the signaling parsing packet according to the type of the communication event, the data information corresponding to each communication event can be obtained, and further the packet capture of the recording data of the target call center platform can be realized.

[0019] Optionally, the converting the recording data into a preset standard format and generating a voice file for saving includes: when the obtained media stream is an RTP packet, parsing the RTP packet according to a preset encoding format and converting it into a voice file in PCM format; generating a recording record for the voice file and storing it in the databases of the primary server and the backup server respectively.

[0020] By adopting the above technical solution, the obtained media stream is converted into a voice file in a preset format, so that the obtained media streams are all stored in the database in a unified format, and at the same time, it is convenient to query and listen to the recordings in the database later.

[0021] Optionally, the method further includes: periodically comparing the recording records in the primary server and the backup server under the same node; if there are missing recording records in the primary server, uploading the missing recording records from the backup server to the primary server.

[0022] By adopting the above technical solution, the recording records of the primary server and the backup server are periodically queried, and the missing recording records of the primary server are uploaded from the backup server to the primary server, further improving the integrity of the recording records in the primary server.

[0023] In a second aspect of the present application, a multi-platform packet capture recording system is provided, and the system includes:

[0024] A protocol type acquisition module, configured to acquire the protocol type of a target call center platform;

[0025] A signaling parsing module, configured to select a corresponding parsing mode according to the protocol type to parse the signaling packet of the target call center platform to obtain a signaling parsing packet;

[0026] A recording data acquisition module, configured to parse the signaling parsing packet according to the type of the communication event when a communication event is monitored to obtain corresponding recording data;

[0027] A voice file saving module, configured to convert the recording data into a preset standard format and generate a voice file for saving.

[0028] In a third aspect of the present application, a computer storage medium is provided, and the computer storage medium stores multiple instructions, and the instructions are suitable for being loaded and executed by a processor to perform the above method steps.

[0029] In a fourth aspect of the present application, an electronic device is provided, including: a processor and a memory; wherein, the memory stores a computer program, and the computer program is suitable for being loaded and executed by the processor to perform the above method steps.

[0030] In summary, the present application includes at least one of the following beneficial technical effects:

[0031] 1. According to the protocol type of the target call center platform, the present application selects the corresponding signaling parsing mode to parse the signaling packets of the target call center platform, so as to achieve communication docking with different call center platforms. After docking with the target call center platform and monitoring communication events, the corresponding recording data information can be obtained according to the type of communication events to achieve packet capture of the recording of the target call center platform, and the recording data is converted into a preset format for storage, so as to back up the captured recording, thereby improving the success rate of recording backup;

[0032] 2. The present application converts the obtained media stream into a voice file in a preset format, so that all the obtained media streams are stored in the database in a unified format, and at the same time, it is convenient to query and listen to the recordings in the database later;

[0033] 3. The present application regularly queries the recording records of the primary server and the standby server, and uploads the recording records missing in the primary server to the primary server in the standby server, further improving the integrity of the recording records in the primary server. BRIEF DESCRIPTION OF THE DRAWINGS

[0034] In order to more clearly illustrate the technical solutions in the embodiments of the present application or the prior art, the following will briefly introduce the drawings required for the description of the embodiments or the prior art. Obviously, the following drawings are only some embodiments of the present application. For those of ordinary skill in the art, without creative efforts, other drawings can also be obtained based on these drawings.

[0035] Figure 1 is a schematic flow chart of a multi-platform packet capture recording method provided by an embodiment of the present application;

[0036] Figure 2 is a schematic principle diagram of a multi-platform packet capture recording method provided by an embodiment of the present application;

[0037] Figure 3 is a schematic module diagram of a multi-platform packet capture recording system provided by an embodiment of the present application;

[0038] Figure 4 is a schematic structural diagram of an electronic device provided by an embodiment of the present application.

[0039] Description of the reference numerals: 1. Protocol type acquisition module; 2. Signaling parsing module; 2. Recording data acquisition module; 2. Voice file storage module; 1000. Electronic device; 1001. Processor; 1002. Communication bus; 1003. User interface; 1004. Network interface; 1005. Memory. Detailed implementation manners

[0040] In order to enable those skilled in the art to better understand the technical solutions in this specification, the technical solutions in the embodiments of this specification will be clearly and completely described below in conjunction with the accompanying drawings in the embodiments of this specification. Obviously, the described embodiments are only a part of the embodiments of this application, rather than all of the embodiments.

[0041] In the description of the embodiments of this application, words such as "exemplary", "for example" or "for instance" are used to represent examples, illustrations or explanations. Any embodiment or design solution described as "exemplary", "for example" or "for instance" in the embodiments of this application should not be construed as being more preferred or having more advantages than other embodiments or design solutions. Rather, the words "exemplary", "for example" or "for instance" are intended to present relevant concepts in a specific manner.

[0042] In the description of the embodiments of this application, the term "and / or" only describes the association relationship of associated objects, indicating that three relationships may exist. For example, A and / or B may represent: A exists alone, B exists alone, and A and B exist simultaneously. In addition, unless otherwise specified, the meaning of the term "plural" refers to two or more. For example, multiple systems refer to two or more systems, and multiple screen terminals refer to two or more screen terminals. In addition, the terms "first" and "second" are only used for descriptive purposes and cannot be construed as indicating or implying relative importance or implicitly indicating the technical features indicated. Thus, the features defined with "first" and "second" may explicitly or implicitly include one or more of such features. The terms "include", "comprise", "have" and their variants all mean "including but not limited to", unless otherwise specifically emphasized in other ways.

[0043] A call center refers to a call response center mainly accessed by telephone, providing various telephone response services for customers. However, with the development of the application of call centers, many enterprises require complete voice recording records. However, traditional recordings generally have a loss rate of about three per thousand. Therefore, enterprises often adopt packet capture recording as a backup recording to ensure the recording and coverage rate of the recording.

[0044] Packet capture recording mainly obtains the voice communication signaling, call associated data and media stream of the call center through packet capture, and processes them to generate voice files and recording records; in terms of requirements, it needs to cope with various call center platforms, such as Avaya, Aspect, Laihu, Cisco, Genesys, SBC Sip Trunk, etc. However, the protocols and methods of these call center platforms vary greatly, and it may cause packet capture recording failure due to protocol incompatibility, resulting in a reduction in the success rate of recording backup.

[0045] The technical solution of the present application and how the technical solution of the present application solves the above technical problems will be described in detail below in conjunction with specific embodiments. The following embodiments can be combined with each other. For the same or similar probabilities or processes, they may not be repeated in some embodiments. Below, the embodiments of the present application will be described in conjunction with the drawings.

[0046] In one embodiment, as Figure 1 shown, a flowchart of a method for capturing packets and recording on multiple platforms is proposed. This method is mainly applied to computer devices. The specific method includes:

[0047] Step 10: Obtain the protocol type of the target call center platform.

[0048] Specifically, in the embodiment of the present application, the call center platform refers to a service organization composed of a group of service personnel in a relatively centralized place. Usually, it uses computer communication technology to process phone inquiries from enterprises and customers. In particular, it has the ability to handle a large number of incoming calls simultaneously, and also has the display of the caller ID, can automatically assign incoming calls to personnel with corresponding skills for processing, and can record and store all incoming call information. The target call center platform can be one of the six platforms: Avaya platform, Aspect platform, Laihu platform, Cisco platform, Genesys platform, and SBC Sip Trunk platform.

[0049] Exemplarily, since the protocols of each call center platform may be different, there may be failures in capturing packets and recording due to protocol incompatibility. The computer device needs to obtain the protocol type of the target call center platform for platform communication connection. For example, the voice communication server protocols supported by platforms such as Laihu, Genesys, or SBC SIP Trunk are SIP protocols.

[0050] Step 20: According to the protocol type, select the corresponding signaling parsing mode to parse the signaling packets of the target call center platform to obtain the signaling parsing packets.

[0051] Specifically, the signaling parsing mode can be understood as three signaling parsing modes according to the protocol type in the embodiment of the present application, namely SIP signaling parsing mode, Skinny signaling parsing mode, and CTI message parsing mode.

[0052] Further, packet capture and recording mainly obtains the voice communication signaling, call associated data, and media stream of the call center by means of packet capture. The signaling mode of the signaling refers to a signaling mode in which the signals of each speech path are transmitted via the speech path itself or through a signal channel corresponding to the speech path. Various signals are transmitted in the network, and some of them are what we need, such as the voice of a phone call, data packets for Internet access, etc., while the other part is not directly what we need, that is, this type of signal used to specifically control the circuit is called signaling. In the embodiment of the present application, the signaling packet is used to establish and control voice communication between two voice users.

[0053] Based on the above embodiment, in the step of selecting a corresponding signaling parsing mode according to the protocol type to parse the signaling packet of the target call center platform to obtain a signaling parsing packet, the following steps may further be included:

[0054] Step 201: According to the protocol type, determine that the target call center platform is a platform supporting the first type of voice communication server, select the SIP signaling parsing mode to parse the signaling packet of the target call center platform, and obtain a signaling parsing packet.

[0055] Specifically, in the embodiment of the present application, the platforms supporting the first type of voice communication server include the Genesys platform, the Laihu platform, and the SBC SIP Trunk platform. If the protocol type of the target call center platform is the SIP protocol, it is determined that the target call center platform is a platform supporting the first type of voice communication server, where the SIP protocol is a multimedia communication protocol developed by the Internet Engineering Task Force and is a text-based application layer control protocol used to create, modify, and release a session of one or more participants.

[0056] Further, the computer device obtains the mirror network packet of the network where the first type of voice communication server is located, and then filters it according to the SIP protocol according to the mirror network packet, so that the captured signaling packet is a signaling packet of the SIP protocol. The computer device selects the SIP signaling parsing mode to parse the SIP signaling packet of the target call center platform to obtain a parsing packet.

[0057] Step 202: According to the protocol type, determine that the target call center platform is a platform supporting the second type of voice communication server, select the Skinny signaling parsing mode to parse the signaling packet of the target call center platform, and obtain a signaling parsing packet.

[0058] Specifically, in the embodiment of the present application, the platforms supporting the second type of voice communication server include the Cisco platform. The communication server of the Cisco platform uses the SCCP protocol, and the SCCP protocol is a proprietary protocol used between the Cisco CallManager and its VOIP phones.

[0059] Further, the computer device monitors the SCCP protocol, and SCCP uses TCP / IP to transmit and receive calls. According to the SCCP protocol, the corresponding SCCP protocol processing stack is associated to parse the signaling. Specifically, the network card captures the signaling packets of the target call center platform in real time and selects the Skinny signaling parsing mode to parse the signaling packets of the target call center platform to obtain the signaling parsing packets.

[0060] Step 203: According to the protocol type, it is determined that the target call center platform is a platform supporting the third type of voice communication server, and the CTI message parsing mode is selected to parse the signaling packets of the target call center platform to obtain the signaling parsing packets.

[0061] Specifically, in the embodiment of the present application, the platforms supporting the third type of voice communication server include the Avaya platform and the Aspect platform. CTI is computer telephony, which uses a computer to manage telephone calls. It refers to a computerized call center, such as directly connecting a call to the correct location, and sometimes can also be used to describe computer management of telephone calls.

[0062] Further, for the CTI protocol implementations of different call center platforms, in the embodiment of the present application, the CTI protocol includes the TSAPI protocol of the Avaya platform and the TCP protocol of the Aspect platform. At the platform implementation layer, first, the platform initializes according to the CTI protocol type and selects the corresponding CTI protocol implementation interface for docking. For example, for the Avaya platform, it calls TSAPI to start connecting to the server. The computer device obtains the signaling packets of the target call center platform and selects the CTI message parsing mode to parse the signaling packets of the target call center platform to obtain the signaling parsing packets.

[0063] Step 30: When a communication event is monitored, the signaling parsing packets are parsed according to the type of the communication event to obtain the corresponding recording data.

[0064] Specifically, the present application divides different platforms into two major implementation categories. The first is call signaling and associated data, and the voice stream can be obtained by capturing network communication signaling. When capturing packets, call signaling such as SIP and SCCP protocols are parsed to obtain call associated data, such as the calling number, called number, Call id, etc. The second is another type of call signaling and associated data. Call events such as ringing, connection, and disconnection are obtained through the CTI communication protocol, such as the TSAPI protocol of the Avaya platform and TCP subscription of call events of the Aspect platform.

[0065] Further, according to the platform protocol type, associate the corresponding protocol processing stack to parse the signaling. For example, if the current platform uses the SIP protocol, call the SIP protocol stack; if the current platform uses the SCCP protocol, then call the SCCP protocol to capture the signaling packet in real time by the network card, and select the corresponding signaling parsing mode to parse the signaling packet of the target call center platform to obtain the signaling parsing packet.

[0066] Exemplarily, the communication server of the Cisco platform adopts the SCCP protocol, listens to the SCCP protocol. SCCP uses TCP / IP to transmit and receive calls, and uses RTP / UDP / IP and other clients or H.323 terminals for audio communication. The communication information is transmitted through TCP port 2000. Then listen to the corresponding communication events such as ringing event, connection event, and hanging up event. For example, when the ringing event is monitored, parse the media stream IP, port, and encoding format in the ringing event and then generate a recording Session, and at the same time start listening to and parsing the media stream. The media stream is the real voice information transmitted between the calling and called customers, and the media stream carries the voice call content to ensure that the call content can be transmitted normally. RTP plays an important role in carrying the media stream.

[0067] The SIP signaling types of the Laihu platform include: INVITE, 100 TRY, 180RING, 2000K. When the computer device monitors a communication event, if the received SIP is the signaling parsing packet of 2000K returned by the INVITE message, then the communication event is a connection event. The computer device creates a start recording request, and the recording request includes: call Callid, extension number, call media stream address information, etc. The computer device parses the FROM to TO fields in the signaling parsing packet to obtain the calling and called numbers, then parses the call ID from the Callid field, generates a voice Session, and saves it to the specified Callid. The computer device parses the SDP information in the INVITE message to obtain the media stream IP, port, and encoding format of the calling party, and starts capturing the media streams of the calling and called parties, listens to the RTP messages of the specified media IP and port, obtains the media stream information of the calling party, and at the same time can also obtain service-related information or other information such as extension number and grading type for specific associated data.

[0068] If the received SIP is the signaling parsing packet of the Bye response, then the communication event is a hanging up event. The computer device parses the Callid field in the signaling parsing packet, obtains the corresponding recording Session according to the Callid field, changes the call status to hanging up, updates the call event field, and stops capturing the media streams of the calling and called parties, and generates recording data according to the capture of the media stream.

[0069] Step 40: Convert the recorded data into a preset standard format and generate a voice file for saving.

[0070] Specifically, when the media stream monitoring service obtains an RTP packet as the media stream, parse the RTP packet according to the corresponding encoding format, then convert the parsed RTP packet into a voice file in PCM format, and then convert the voice file in PCM format into a voice file in a specified format according to the recording format such as wav, MP3, etc. Generate a recording record together with relevant information such as the main and called numbers, start time, and end time, and store the recording record in the databases of the primary server and the backup server respectively.

[0071] Furthermore, to prevent the loss of recording records in the primary server, the computer device can periodically compare the recording records in the primary server and the backup server under the same node; if there are missing recording records in the primary server, upload the missing recording records of the primary server from the backup server to the primary server to further improve the integrity of the recording records in the primary server, and at the same time facilitate the user side to query and listen to the recording according to the recording records subsequently.

[0072] In another feasible embodiment, the recording records on the backup server can also be periodically cleared according to actual needs to reduce the data storage volume of the backup server, so as to prevent the backup server from being damaged due to a large data storage volume, resulting in the loss of recording records in the backup server, and further improve the integrity of the recording records.

[0073] Please refer to Figure 2 , Figure 2 FIG. is a schematic diagram of the principle of multi-platform packet capture and recording. The principle of multi-platform packet capture and recording includes: According to six voice communication servers supported by the Avaya platform, Aspect platform, Laihu platform, Cisco platform, Genesys platform, and SBC Sip Trunk platform, the recording packet capture is mainly divided into three signaling parsing modes, namely SIP signaling parsing mode, Skinny signaling parsing mode, and CTI message parsing mode. According to the protocol type of the target call center platform, select the corresponding signaling parsing mode to parse the signaling packet of the target call center platform to obtain a signaling parsing packet; when a communication event is monitored, parse the signaling parsing packet according to the type of the communication event, obtain the media stream data, process the media stream data and generate a voice file according to a preset format, generate a recording record together with the recording-related information and the voice file, and save it to the corresponding database. The user side can query and listen to the recording in the database.

[0074] The following is an embodiment of the system of the present application, which can be used to execute the method embodiment of the present application. For details not disclosed in the system embodiment of the present application, please refer to the method embodiment of the present application.

[0075] Please refer to Figure 3 , which is a schematic diagram of the system module for capturing packets and recording on multiple platforms provided by the embodiment of the present application. The system for capturing packets and recording on multiple platforms may include: a protocol type acquisition module 1, a signaling analysis module 2, a recording data acquisition module 3, and a voice file storage module 4, where:

[0076] The protocol type acquisition module 1 is used to acquire the protocol type of the target call center platform;

[0077] The signaling analysis module 2 is used to select a corresponding analysis mode according to the protocol type to analyze the signaling packet of the target call center platform to obtain a signaling analysis packet;

[0078] The recording data acquisition module 3 is used to, when a communication event is monitored, analyze the signaling analysis packet according to the type of the communication event to obtain corresponding recording data;

[0079] The voice file storage module 4 is used to convert the recording data into a preset standard format and generate a voice file for storage.

[0080] It should be noted that: when the system provided in the above embodiment realizes its functions, only the above-mentioned division of each functional module is used for illustration. In actual application, the above functions can be allocated to different functional modules according to needs, that is, the internal structure of the device is divided into different functional modules to complete all or part of the functions described above. In addition, the system and method embodiments provided in the above embodiment belong to the same concept, and the specific implementation process can be seen in the method embodiment, which will not be elaborated here.

[0081] The embodiment of the present application also provides a computer storage medium. The computer storage medium may store multiple instructions, and the instructions are suitable for being loaded and executed by a processor to execute the method for capturing packets and recording on multiple platforms as shown in the above embodiment. The specific execution process can refer to Figure 1 the specific description of the shown embodiment, which will not be elaborated here

[0082] Please refer to Figure 4 , which provides a schematic diagram of the structure of an electronic device for the embodiment of the present application. As Figure 4 shown, the electronic device 1000 may include: at least one processor 1001, at least one network interface 1004, a user interface 1003, a memory 1005, and at least one communication bus 1002.

[0083] Among them, the communication bus 1002 is used to realize the connection and communication between these components.

[0084] Among them, the user interface 1003 may include a display screen (Display) and a camera (Camera). Optionally, the user interface 1003 may also include a standard wired interface and a wireless interface.

[0085] Among them, the network interface 1004 may optionally include a standard wired interface and a wireless interface (such as a WI-FI interface).

[0086] Among them, the processor 1001 may include one or more processing cores. The processor 1001 is connected to various parts within the entire server 1000 through various interfaces and lines. By running or executing instructions, programs, code sets, or instruction sets stored in the memory 1005, and by calling data stored in the memory 1005, it executes various functions of the server 1000 and processes data. Optionally, the processor 1001 may be implemented in at least one of the following hardware forms: digital signal processing (DSP), field-programmable gate array (FPGA), and programmable logic array (PLA). The processor 1001 may integrate one or several combinations of a central processing unit (CPU), a graphics processing unit (GPU), and a modem, etc. Among them, the CPU mainly processes the operating system, user interface, and application programs, etc.; the GPU is responsible for rendering and drawing the content to be displayed on the display screen; the modem is used to process wireless communication. It can be understood that the above-mentioned modem may not be integrated into the processor 1001 and may be implemented separately through a single chip.

[0087] Among them, the memory 1005 may include a Random Access Memory (RAM), or may also include a Read-Only Memory. Optionally, the memory 1005 includes a non-transitory computer-readable storage medium. The memory 1005 can be used to store instructions, programs, codes, code sets or instruction sets. The memory 1005 may include a program storage area and a data storage area. Among them, the program storage area can store instructions for implementing the operating system, instructions for at least one function (such as touch function, sound playback function, image playback function, etc.), instructions for implementing the above method embodiments, etc.; the data storage area can store the data involved in the above method embodiments. Optionally, the memory 1005 may also be at least one storage device located far from the aforementioned processor 1001. As Figure 4 shown, in the memory 1005 as a computer storage medium, it may include an operating system, a network communication module, a user interface module, and an application program for a multi-platform packet capture and recording method.

[0088] In Figure 4 the electronic device 1000 shown, the user interface 1003 is mainly used to provide an input interface for the user and obtain the data input by the user; while the processor 1001 can be used to call the application program for a multi-platform packet capture and recording method stored in the memory 1005. When executed by one or more processors, the electronic device is caused to execute the methods described in one or more of the above embodiments.

[0089] An electronic device-readable storage medium, characterized in that the electronic device-readable storage medium stores instructions. When executed by one or more processors, the electronic device is caused to execute the methods described in one or more of the above embodiments.

[0090] It should be noted that for the foregoing method embodiments, for the sake of simple description, they are all expressed as a series of action combinations. However, those skilled in the art should know that this application is not limited by the described action sequence, because according to this application, certain steps can be in other sequences or performed simultaneously. Secondly, those skilled in the art should also know that the embodiments described in the specification are all preferred embodiments, and the actions and modules involved are not necessarily essential to this application.

[0091] In the above embodiments, the descriptions of the various embodiments have their own emphases. For the parts not detailed in a certain embodiment, reference can be made to the relevant descriptions of other embodiments.

[0092] In several embodiments provided in the present application, it should be understood that the disclosed device can be implemented in other ways. For example, the device embodiments described above are merely illustrative. For example, the division of the units is only a logical function division. In actual implementation, there may be other division methods. For example, multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the displayed or discussed coupling, direct coupling, or communication connection to each other can be through some service interfaces. The indirect coupling or communication connection of the device or unit can be in an electrical or other form.

[0093] The units described as separate components may or may not be physically separated. The components displayed as units may or may not be physical units, that is, they can be located in one place or distributed to multiple network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0094] In addition, in each embodiment of the present application, the functional units can be integrated in a processing unit, or each unit can exist physically alone, or two or more units can be integrated in one unit. The above-mentioned integrated units can be implemented in the form of hardware or in the form of software functional units.

[0095] If the above-mentioned integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable memory. Based on this understanding, the technical solution of the present application, in essence, or the part that contributes to the prior art, or all or part of this technical solution, can be embodied in the form of a software product. This computer software product is stored in a memory and includes several instructions to enable a computer device (which can be a personal computer, a server, or a network device, etc.) to execute all or part of the steps of the methods described in each embodiment of the present application. And the aforementioned memory includes: USB flash drives, read-only memories (ROMs), random access memories (RAMs), mobile hard disks, magnetic disks, or optical discs, etc., which can store program codes.

[0096] Those of ordinary skill in the art can understand that all or part of the steps in the various methods of the above embodiments can be completed by instructing relevant hardware through a program. This program can be stored in a computer-readable memory. The memory can include: flash drives, read-only memories (ROMs), random access memories (RAMs), magnetic disks, or optical discs, etc.

[0097] The foregoing are only exemplary embodiments of the present disclosure, and thus cannot limit the scope of the present disclosure. That is, all equivalent changes and modifications made in accordance with the teachings of the present disclosure still fall within the scope covered by the present disclosure. Those skilled in the art will readily conceive of other embodiments of the present disclosure after considering the specification and practicing the disclosure herein. This application is intended to cover any variations, uses, or adaptations of the present disclosure that follow the general principles of the present disclosure and include known common general knowledge or conventional technical means in the technical field not recorded in the present disclosure. The specification and examples are only regarded as exemplary, and the scope and spirit of the present disclosure are defined by the claims.

Claims

1. A method for capturing packets and recording on multiple platforms, characterized in that, The method includes: Obtaining the protocol type of the target call center platform; According to the protocol type, determining that the target call center platform is a first type of voice communication server, and obtaining the mirror network packets of the network where the first type of voice communication server is located; grabbing the SIP signaling packets of the target call center platform according to the mirror network packets; selecting a SIP signaling parsing mode to parse the SIP signaling packets of the target call center platform to obtain signaling parsing packets, and the platforms supporting the first type of voice communication server include the Genesys platform, the Laihu platform, and the SBC SIP Trunk platform; According to the protocol type, determining that the target call center platform is a platform supporting a second type of voice communication server, selecting a Skinny signaling parsing mode to parse the signaling packets of the target call center platform to obtain signaling parsing packets, and the platforms supporting the second type of voice communication server include the Cisco platform; According to the protocol type, determining that the target call center platform is a third type of voice communication server; Selecting a corresponding CTI protocol for interface docking according to the CTI protocol type of the target call center platform, and obtaining the signaling packets of the target call center platform; selecting a CTI message parsing mode to parse the signaling packets of the target call center platform to obtain signaling parsing packets, and the platforms supporting the third type of voice communication server include the Avaya platform and the Aspect platform; When a communication event is monitored, parsing the signaling parsing packets according to the type of the communication event to obtain corresponding recording data; Converting the recording data into a preset standard format and generating a voice file for storage.

2. The method for capturing packets and recording on multiple platforms according to claim 1, characterized in that The step of when a communication event is monitored, parsing the signaling parsing packets according to the type of the communication event to obtain corresponding recording data includes: When the type of the monitored communication event is a ringing event, parsing the ringing field in the signaling parsing packets, and updating the status information of the recording conversation in real time according to the ringing field; When the type of the monitored communication event is a connection event, parsing the connection field in the signaling parsing packets, creating a start recording request according to the field and grabbing the media stream information of the caller and the callee; When the type of the monitored communication event is a hang-up event, parsing the hang-up field in the signaling parsing packets, stopping the media stream grabbing of the caller and the callee according to the hang-up field, and obtaining the media stream and the recording data of the caller and the callee.

3. A method for capturing packets and recording on multiple platforms according to claim 2, characterized in that, The step of converting the recording data into a preset standard format and generating a voice file for storage includes: When the obtained media stream is an RTP packet, parsing the RTP packet according to a preset encoding format and converting it into a voice file in PCM format; Generating a recording record for the voice file and storing it in the databases of the primary server and the backup server respectively.

4. A method for capturing packets and recording on multiple platforms according to claim 3, characterized in that, The method further includes: Timing and comparing the recording records in the primary server and the backup server under the same node; If there is a missing recording record in the primary server, the missing recording record is uploaded from the backup server to the primary server.

5. A multi-platform packet capture and recording system for implementing the method of multi-platform packet capture and recording as claimed in claim 1, characterized in that, The system includes: A protocol type acquisition module (1) for acquiring the protocol type of a target call center platform; A signaling analysis module (2) for selecting a corresponding analysis mode according to the protocol type to analyze the signaling packet of the target call center platform to obtain a signaling analysis packet; A recording data acquisition module (3) for analyzing the signaling analysis packet according to the type of the communication event when a communication event is monitored to obtain corresponding recording data; A voice file storage module (4) for converting the recording data into a preset standard format and generating a voice file for storage.

6. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores instructions which, when executed, perform the method steps described in any one of claims 1 to 4.

7. An electronic device, characterized in that, Including: A processor and a memory; wherein, the memory stores a computer program which is adapted to be loaded and executed by the processor to perform the method steps described in any one of claims 1 to 4.

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