Method and system for recording telephone operators of large-scale call center via network
A call center, large-scale technology, applied in transmission systems, automatic call answering/message records/call records, electrical components, etc., to reduce the amount of maintenance and improve performance
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[0033] The system that carries out large-scale call center agent network recording in the new IP-based distributed call center system of the present invention can be based on figure 2 Traditional physical architecture in . For example, it includes a management control server 100, and a plurality of voice processing units 200 and computer telephony integration units (CTI) 300 introduced thereon.
[0034] Wherein the voice processing unit 200 further includes:
[0035] Multiple monitoring and forwarding modules (ccCstaSvr) 10 are included. Each monitoring and forwarding module is used to monitor the messages of the recorded extension. A kind of request to the AES server (Application enablement services server, that is, the application enablement server), and receive the processing result returned by the AES server;
[0036] A plurality of recording management modules (ccRecorderMgr) 20 are used to register and monitor IP monitoring extensions, and perform monitoring and recor...
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