外包呼叫中心座席在线IP录音的技术研究  

One Technology Research for Online IP Recording of Call Center Agents

作　　者：黄志军[1] 

机构地区：[1]中国电信股份有限公司浙江分公司

出　　处：《电信网技术》2013年第9期88-92,共5页Telecommunications Network Technology

摘　　要：从外包呼叫中心业务实际运营过程中碰到的录音文件丢失、录音检索信息丢失等问题出发,提出了一种在线IP录音的解决思路,可通过流媒体端口镜像采集数据的IP录音模式,经济、有效地解决传统并线座席录音方面存在的数据丢失问题。最后对在线IP录音系统的设计要素及其策略进行了介绍。In this paper, outsourcing call center operations encountered during actual operations recording file is missing, retrieve information lost recordings and other issues, this paper proposes the IP recording solution ideas, through the acquisition of streaming IP port mirroring recording mode, the agent can be a cost-effective solution recording the problems. This article describes the IP recording system function and design applicationprospects. elements, and described its business development in the call center

关 键 词：呼叫中心运营 在线IP录音 RTP流 端口镜像 录音采集 SIP CTI 

分 类 号：TN99[电子电信—信号与信息处理]