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Agent screen recording system and realizing method thereof, agent screen recording quality detection system and implementation method thereof

A seat and screen recording technology, which is applied in the direction of subscriber special services, etc., can solve problems such as increased operating costs and serious network burdens, and achieve the effects of reducing deployment difficulty, low bandwidth occupation, and reducing use costs

Active Publication Date: 2012-06-13
ZTE CORP
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AI Technical Summary

Problems solved by technology

For the centralized network model, the network burden on the server side is particularly serious
In order to deal with such a severe bandwidth problem, if there is no good solution, it is necessary to increase the network capacity, which will greatly increase the operating cost;
[0009] 2. Storage space problem
But as a commercial solution, the cost issue will always have a veto influence on the solution

Method used

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  • Agent screen recording system and realizing method thereof, agent screen recording quality detection system and implementation method thereof
  • Agent screen recording system and realizing method thereof, agent screen recording quality detection system and implementation method thereof
  • Agent screen recording system and realizing method thereof, agent screen recording quality detection system and implementation method thereof

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Embodiment Construction

[0052] The technical solution of the present invention will be described in more detail below with reference to the drawings and embodiments.

[0053] Each agent host is provided with an agent screen recording system provided by the invention, such as figure 1 As shown, the system includes: a multimedia collection module 101 , a multimedia storage module 102 and an inter-seat communication module 107 .

[0054] The inter-seat communication module 107 is used to send the command to the multimedia acquisition module 101 after receiving the start-up screen recording command or stop screen recording command sent from the outside, so as to notify the multimedia acquisition module 101 to start collecting or stop collecting the information of the seat. Screen image data and voice data (hereinafter referred to as multimedia data);

[0055] The multimedia acquisition module 101 is used for capturing, recording and compressing the multimedia data after receiving the start screen record...

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Abstract

A method for implementing agent screen recording quality detection, comprising the following steps: an agent host starts to collect multimedia data concluding screen image data and voice data from the agent side after receiving a startup screen recording command; the agent host stops collecting multimedia data and stores the multimedia data at locality after receiving screen recording stop command; wherein the agent host sends screen recording information with multimedia data identification and address information of agent host to a screen recording information storage apparatus when collecting or stopping collecting multimedia data; quality detecting agent searches from the screen recording information storage apparatus according to the retrieval conditions input by users, then initiatesa command to extract multimedia data to the corresponding agent host according to the agent host address contained in the information after finding out the screen recording information conforming to the retrieval conditions, wherein, at least multimedia data identification; the agent host finds out the corresponding multimedia data and sends the data to the quality detecting agent for broadcast.

Description

technical field [0001] The present invention relates to network communication and call center technology, more specifically, to an agent screen recording system and its implementation method, and an agent screen recording quality inspection system and its implementation method. Background technique [0002] With the rapid development of the Internet, the IP network has gradually become an indispensable tool in people's daily work and life, and the applications on the IP network are gradually developing towards multimedia. For the application field of the call center, the demand for multimedia is also increasingly raised, and is seriously considered and implemented by more and more solution providers. [0003] For call center operators, how to provide a high-quality customer service platform to help enterprises open communication channels with users and improve the ability of enterprises to control the market is the key to ensuring the competitiveness of operators. One of th...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51
Inventor 钟俊
Owner ZTE CORP
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