CN100428766C - A seat telephone traffic recording system and method for telephone traffic recording using same system - Google Patents
A seat telephone traffic recording system and method for telephone traffic recording using same system Download PDFInfo
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- CN100428766C CN100428766C CNB2003101251511A CN200310125151A CN100428766C CN 100428766 C CN100428766 C CN 100428766C CN B2003101251511 A CNB2003101251511 A CN B2003101251511A CN 200310125151 A CN200310125151 A CN 200310125151A CN 100428766 C CN100428766 C CN 100428766C
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Abstract
The present invention discloses a seat telephone traffic recording system and a method for utilizing the system to recording telephone traffic. In the present invention, a voice card and a sound card on a seat computer are connected together through a special cable. When a telephone operator have a conversation with a subscriber, all voice signals through the voice card are sent into the sound card, the sound card forwards the voice signals to a recording module, and then, the recording module records voices into voice files in a steaming media format. As a result, the quality of telephone traffic recording is enhanced greatly, and magnetic disc space is saved. In addition, if the system and the method are adopted, the use of an expensive industrial computer device for telephone traffic recording can be eliminated, so that the cost of telephone traffic recording can be reduced greatly.
Description
Technical field
The present invention relates to the traffic recording technology, the method that especially relates to a kind of seat traffic recording system and carry out the traffic recording with this system.
Background technology
Along with the continuous development of telecommunications service, the user is more and more higher to call center seat operator's quality of service requirement.In order to check seat operator's service quality better, and, need record to the seat traffic in order to write down all traffics.
The implementation system construction drawing of Fig. 1 in the prior art seat traffic being recorded, as shown in Figure 1, this system comprises special-purpose industrial computer equipment 101, the system of automatic call dispatching (ACD) queue machine 104 and at least one pedestal seat computer 105, seat computer 105 comprises bus seat interface (APC) sound card 106, one end of APC sound card 106 connects ACD queue machine 104 by voice cable 109, other end joint chair seat operator's interactive voice equipment, such as, microphone 107 and earphone 108, APC sound card 106 is a kind of voice forwarding units, be used to receive user speech interactive device 110 voice signal that sends and the voice signal that sends the operator, the operator converses with the user by microphone 107 and earphone 108, when operator and user converse, ACD queue machine 104 receives the voice signal that user speech interactive device 110 transmits, and this voice signal transferred to APC sound card 106, APC sound card 106 is received the voice signal from ACD queue machine 104, again this voice signal is sent into earphone 108; Simultaneously, APC sound card 106 receives the voice signal that microphone transmits, and this voice signal is transferred to ACD queue machine 104, and the voice signal that ACD queue machine 104 receives from APC sound card 106 transfers to user speech interactive device 110 with this voice signal again; Comprise a voice plate card 102 and a recording module 103 on the industrial computer equipment 101, voice plate card 102 links to each other with ACD queue machine 104, all voice signals by ACD queue machine 104 are sent to voice plate card 102, voice plate card 102 transfers to recording module 103 with the voice signal of receiving, recording module 103 is made voice document with the voice signal recording of receiving.
Fig. 2 utilizes said system to carry out the method flow diagram of traffic recording, and as shown in Figure 2, this method may further comprise the steps:
In above-mentioned implementation, because the cost of the voice plate card on industrial computer equipment and the industrial computer equipment is very high, so can increase the cost of traffic recording greatly; In addition, though in recent years along with the development of stream media technology and constantly ripe, the sound effect of Streaming Media and compression ratio are fine, but, it is the voice document of stream media format that above-mentioned industrial computer equipment is difficult to voice recording, voice recording can only be become such as voice resource file (WAV) form, or the original file formats such as dialogue audio files (VOX) form of encoding with adaptive audio pulse code (ADPCM), these file formats are more single, quality is not high yet, so cause the poor quality of industrial computer equipment recording; Simultaneously, because the compression ratio of these file formats is also very low,, thereby cause the huge waste of disk space so industrial computer device storage voice document need take a large amount of spaces.
Summary of the invention
In view of this, the method that main purpose of the present invention provides a kind of seat traffic recording system and carries out the traffic recording with this system, do not need industrial computer equipment, the stream media format file that just voice recording can be become the quality height, takes up room little, thereby reduce the recording cost, improve recording quality and quality, and dwindle the memory space of recording file.
To achieve these goals, technical scheme of the present invention specifically is achieved in that
A kind of seat traffic recording system, this system comprises: ACD queue machine and at least one pedestal seat computer, described seat computer comprises sound card, described ACD queue machine one termination user's voice interactive device, another termination sound card, the other end of sound card connects operator's interactive voice equipment, and described ACD queue machine and sound card are used to transmit operator and user's voice signal, it is characterized in that:
Described seat computer also comprises sound card and recording module, described sound card links to each other with described sound card by private cable, be used to collect all voice signals by sound card, described recording module links to each other with sound card, is used for the voice signal recording that sound card is collected is made voice document.
This system also comprises voice file server, and this voice file server links to each other with the seat computer, is used to store the voice document that the seat computer is recorded.
Described voice document is the voice document of stream media format.
Described private cable is a unidirectional cable, comprises input plug signal that links to each other with described sound card voice signal delivery outlet and the signal output plug that links to each other with described sound card voice signal input port, and wherein, input plug signal is a four-core crystal head; The signal output plug is a voice signal input plug.
Described signal output plug has three conductors, be respectively L channel conductor, R channel conductor and earthing conductor, described L channel conductor, R channel conductor link to each other with second core of described input plug signal, and described earthing conductor links to each other with the 3rd core of described input plug signal.
A kind of method of utilizing described seat traffic recording system to carry out the traffic recording, this method may further comprise the steps:
After a, ACD queue machine receive the calling of user's transmission, customer call is assigned to the seat operator;
B, seat operator are by interactive voice equipment and user's communication on the seat computer, and sound card and ACD queue machine are transmitted seat operator and user's voice signal;
This method is further comprising the steps of:
C, all voice signals by sound card are sent to sound card by private cable;
D, sound card transfer to recording module with the voice signal of collecting;
E, recording module are recorded as voice document with the voice signal of receiving.
9, method as claimed in claim 6 is characterized in that, this method also further may further comprise the steps:
F, seat computer send the voice document that records to a voice file server that is provided with separately.
Described voice document is the file of stream media format.
Because the present invention only uses the seat computer can carry out the traffic recording, needn't use expensive industrial computer equipment, thereby greatly reduces the cost of traffic recording; Simultaneously, the present invention is the voice document of stream media format with voice recording, because the voice document quality of stream media format is very high, thereby improved the quality of traffic recording greatly, again because the stream media format file has very high compression ratio, thereby saved a large amount of disk spaces, reduced cost indirectly.In addition, the file extent of stream media format is good, is more suitable for Network Transmission, thereby makes things convenient for the network management of voice document.
Description of drawings
The implementation system construction drawing of Fig. 1 in the prior art seat traffic being recorded;
Fig. 2 utilizes the described system of Fig. 1 to carry out the method flow diagram of traffic recording;
Fig. 3 is the system construction drawing of an embodiment of the present invention;
Fig. 4 is the structure chart of private cable of the present invention;
Fig. 5 utilizes the described system of Fig. 3 to carry out the method flow diagram of traffic recording.
Embodiment
The present invention is further described in more detail below in conjunction with the drawings and specific embodiments.
Fig. 3 is the system construction drawing of the seat traffic recording system of an embodiment of the present invention, as shown in Figure 3, this system comprises an ACD queue machine 104 and at least one pedestal seat computer 105, described seat computer 105 comprises recording module 301, sound card 302 and sound card 106, in the present embodiment, sound card 106 is a bus seat interface (APC) sound card, one termination operator's of APC sound card 106 interactive voice equipment, such as microphone 107 and earphone 108, the other end links to each other with ACD queue machine 104 by voice cable 109, APC sound card 106 links to each other with sound card 302 by special-purpose cable 303, these private cable 303 1 ends are inserted the voice signal delivery outlet 305 of APC sound card 106, the other end is inserted the voice signal input port 306 of sound card 302, in addition, this system also comprises a voice file server 304, link to each other by network with described seat computer 105, be used to deposit the server of voice document, the voice document that each seat computer is recorded in the call center all is sent to this voice file server 304, so that realize the centralized management to voice document.
APC sound card 106 can receive user speech interactive device 110 voice signal that sends and the voice signal that sends the operator, the operator converses with the user by APC sound card microphone 107 and earphone 108, when operator and user converse, the voice signal that ACD queue machine 104 receives from user speech interactive device 110, and this voice signal transferred to APC sound card 106, APC sound card 106 is received the voice signal from ACD queue machine 104, again this voice signal is sent into earphone 108; Simultaneously, APC sound card 106 receives the voice signal from microphone, and this voice signal is transferred to ACD queue machine 104, and the voice signal that ACD queue machine 104 receives from APC sound card 106 transfers to user speech interactive device 110 with this voice signal again.
Described private cable 303 is unidirectional dual track stube cable, Fig. 4 is the structure chart of this cable, as shown in Figure 4, there are two plugs at the two ends of this private cable, be respectively input plug signal 401 and signal output plug 402, input plug signal 401 is the four-core crystal head of a standard, signal output plug 402 is the sound card voice signal input plug of a standard, signal output plug 402 has three conductors, be respectively L channel conductor 403, R channel conductor 404 and earthing conductor 405, wherein, L channel conductor 403 links to each other with second core 406 of input plug signal 401 with R channel conductor 404, earthing conductor 405 links to each other with the 3rd core 407 of input plug signal 401, input plug signal 401 inserts the voice signal delivery outlet 305 of APC sound card 106, the voice signal input port 306 that signal output plug 402 inserts sound card 302.
Described sound card is computer sound card commonly used, can be used to collect all voice signals by APC sound card 106 with sound card as a kind of voice collecting device herein.When operator and user's communication, all voice signals by APC sound card 106 are sent to sound card 302 by above-mentioned private cable 303, sound card 302 transfers to recording module 301 with the voice signal the collected internal bus by the seat computer again, recording module 301 is recorded into the voice document of receiving the voice document of stream media format, such as, voice signal can be recorded as the voice document of advanced streaming format (ASF), the voice document of stream media format not only tonequality is good, and the compression ratio height.
Described recording module 301 can be recorded as voice signal the voice document of stream media format, this recording module can be for operating in the software on the computer, such as, the many recording softwares that can realize this function being arranged on the current market, just can use as long as be installed on the seat computer.
Fig. 5 utilizes the described system of present embodiment to carry out the method flow diagram of traffic recording, and as shown in Figure 5, this method may further comprise the steps:
The above; only for the preferable embodiment of the present invention, but protection scope of the present invention is not limited thereto, and anyly is familiar with the people of this technology in the disclosed technical scope of the present invention; the variation that can expect easily or replacement all should be encompassed within protection scope of the present invention.
Claims (8)
1, a kind of seat traffic recording system, this system comprises: ACD queue machine and at least one pedestal seat computer, described seat computer comprises sound card, described ACD queue machine one termination user's voice interactive device, another termination sound card, the other end of sound card connects operator's interactive voice equipment, and described ACD queue machine and sound card are used to transmit operator and user's voice signal, it is characterized in that:
Described seat computer also comprises sound card and recording module, described sound card links to each other with described sound card by private cable, be used to collect all voice signals by sound card, described recording module links to each other with sound card, is used for the voice signal recording that sound card is collected is made voice document.
2, the system as claimed in claim 1 is characterized in that, this system also comprises voice file server, and this voice file server links to each other with the seat computer, is used to store the voice document that the seat computer is recorded.
3, the system as claimed in claim 1 is characterized in that, described voice document is the voice document of stream media format.
4, the system as claimed in claim 1, it is characterized in that, described private cable is a unidirectional cable, comprise input plug signal that links to each other with described sound card voice signal delivery outlet and the signal output plug that links to each other with described sound card voice signal input port, wherein, input plug signal is a four-core crystal head; The signal output plug is a voice signal input plug.
5, system as claimed in claim 4, it is characterized in that, described signal output plug has three conductors, be respectively L channel conductor, R channel conductor and earthing conductor, described L channel conductor, R channel conductor link to each other with second core of described input plug signal, and described earthing conductor links to each other with the 3rd core of described input plug signal.
6, a kind of method of utilizing the described seat traffic of claim 1 recording system to carry out the traffic recording, this method may further comprise the steps:
After a, ACD queue machine receive the calling of user's transmission, customer call is assigned to the seat operator;
B, seat operator are by interactive voice equipment and user's communication on the seat computer, and sound card and ACD queue machine are transmitted seat operator and user's voice signal;
It is characterized in that this method is further comprising the steps of:
C, all voice signals by sound card are sent to sound card by private cable;
D, sound card transfer to recording module with the voice signal of collecting;
E, recording module are recorded as voice document with the voice signal of receiving.
7, method as claimed in claim 6 is characterized in that, this method also further may further comprise the steps:
F, seat computer send the voice document that records to a voice file server that is provided with separately.
8, method as claimed in claim 6 is characterized in that, described voice document is the file of stream media format.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2003101251511A CN100428766C (en) | 2003-12-26 | 2003-12-26 | A seat telephone traffic recording system and method for telephone traffic recording using same system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2003101251511A CN100428766C (en) | 2003-12-26 | 2003-12-26 | A seat telephone traffic recording system and method for telephone traffic recording using same system |
Publications (2)
| Publication Number | Publication Date |
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| CN1635776A CN1635776A (en) | 2005-07-06 |
| CN100428766C true CN100428766C (en) | 2008-10-22 |
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| CNB2003101251511A Expired - Fee Related CN100428766C (en) | 2003-12-26 | 2003-12-26 | A seat telephone traffic recording system and method for telephone traffic recording using same system |
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Families Citing this family (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101212511B (en) * | 2006-12-25 | 2011-04-20 | 中兴通讯股份有限公司 | Recording file backup system and method |
| CN101079934B (en) * | 2007-07-02 | 2011-03-02 | 中兴通讯股份有限公司 | Method and system for utilizing session initialization protocol soft terminal to record the voice |
| CN101159783B (en) * | 2007-11-15 | 2010-06-23 | 中国电信股份有限公司 | Soft queue based video recording method and system |
| CN101227531B (en) * | 2008-01-31 | 2011-12-21 | 中国电信股份有限公司 | Method and system for monitoring video based on soft queue |
| CN111800550B (en) * | 2020-07-06 | 2021-12-31 | 国泰新点软件股份有限公司 | Telephone audio conversion apparatus, method and storage medium |
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| CN1293858A (en) * | 1998-02-20 | 2001-05-02 | 吉尼塞斯电信实验室公司 | Method and apparatus for enabling full interactive monitoring of calls to and from call-in center |
| US6345093B1 (en) * | 1999-04-13 | 2002-02-05 | Davox Corporation | System and method for providing automated take back and transfer functionality to a computer telephony system |
| CN1371208A (en) * | 2001-02-21 | 2002-09-25 | 华为技术有限公司 | Telephone operator work quality testing method in queue machine quality testing system |
| CN1409208A (en) * | 2001-09-25 | 2003-04-09 | 维音数码（上海）有限公司 | Digital sound recorder |
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2003
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Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1293858A (en) * | 1998-02-20 | 2001-05-02 | 吉尼塞斯电信实验室公司 | Method and apparatus for enabling full interactive monitoring of calls to and from call-in center |
| US6345093B1 (en) * | 1999-04-13 | 2002-02-05 | Davox Corporation | System and method for providing automated take back and transfer functionality to a computer telephony system |
| CN1371208A (en) * | 2001-02-21 | 2002-09-25 | 华为技术有限公司 | Telephone operator work quality testing method in queue machine quality testing system |
| CN1409208A (en) * | 2001-09-25 | 2003-04-09 | 维音数码（上海）有限公司 | Digital sound recorder |
Non-Patent Citations (2)
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| 呼叫中心简介及解决方案. 张晓强，张福军，于晓洋，王幕坤.信息技术. 2002 |
| 呼叫中心简介及解决方案. 张晓强，张福军，于晓洋，王幕坤.信息技术. 2002 * |
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