IVR Recording Continuity via Out-Dialing and Segmentation
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Solution Overview
Problem
Current telecommunication technologies face challenges in recording automated and agent portions of calls, maintaining recording continuity, and extending recording capabilities to multiple call centers or locations.
Innovation Solution
An IVR recording system that establishes communication sessions, enables recording of both automated and agent portions, and out-dials communication sessions to external recording systems for unified recording, using various modes such as local recording, streaming, or communication session tapping.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If current recording technologies are used, then recording of agent portions may be achieved, but recording of automated IVR portions cannot be maintained
Solution Approach 1:
The system segments the call recording function into two independent components: IVR portion recording and agent portion recording. Each component can operate independently and be enabled or disabled separately through configuration files, allowing the system to record both portions without requiring a complete system overhaul.
Solution Approach 2:
The recording system is designed to perform multiple functions by recording both IVR automated portions and agent portions through a unified architecture. The system can adapt to different recording scenarios (IVR only, agent only, or both) through configurable parameters, making it universally applicable to various call center recording needs.
2Adaptability or versatility
If recording is implemented at one call center location, then recording capabilities are established, but extension to additional locations cannot be achieved
Solution Approach 1:
The system uses configuration files as templates that can be copied and deployed to multiple call center locations. By storing recording parameters, IVR portion identifiers, and agent portion identifiers in configurable files, the same recording logic can be replicated across different locations without requiring complex customizations at each site.
Solution Approach 2:
Configuration files serve as intermediaries between the recording system and multiple call center locations. These files contain all necessary parameters and identifiers that mediate the recording process, allowing centralized management and easy deployment to additional locations while maintaining system consistency.
3Reliability
If comprehensive recording of entire communication sessions is achieved, then recording continuity is improved, but system complexity increases
Solution Approach 1:
The system automatically identifies and records IVR portions and agent portions based on pre-configured parameters stored in configuration files. The automated portion identification and recording activation occur without manual intervention during call processing, reducing operational complexity while maintaining comprehensive recording continuity.
Solution Approach 2:
All recording parameters, IVR portion identifiers, and agent portion identifiers are pre-configured in configuration files before system operation. This preliminary configuration allows the recording system to automatically function with full continuity without requiring complex real-time decisions or manual setup during call processing.
Data Source
AI summary
A computing device may establish a communication session with a user equipment device (UE). The computing device may interact with the UE via interactive voice response (IVR) services and enable a first portion of the communication session to be recorded using a first recording mode. The computing device may out-dial a second portion of the communication session and enable a second portion of the communication session to be recorded using a second recording mode. A recording mode may include recording a portion of a communication session locally, streaming a portion of the communication session to a recording system, or out-dialing a portion of the communication session to enable a communication session tap to be placed on the out-dialed portion of the communication session.