CN114928672A

CN114928672A - Call recording method, system, device and storage medium

Info

Publication number: CN114928672A
Application number: CN202210536597.6A
Authority: CN
Inventors: 何一叶; 张宏超; 王长春
Original assignee: Shanghai Huake Information Technology Co ltd
Current assignee: Shanghai Huake Information Technology Co ltd
Priority date: 2022-05-17
Filing date: 2022-05-17
Publication date: 2022-08-19

Abstract

The invention provides a call recording method, a system, equipment and a storage medium, wherein the method comprises the following steps: a base station receives a call signal sent by an external telephone and sends the call signal to a PBX (private branch exchange); the PBX receives the call signal and sends the call signal to tapping equipment; the tapping device respectively sends the call signals to the analog phone and the gateway device; the gateway equipment generates a recording file based on the call signal and sends the recording file to a cloud analysis platform; the cloud analysis platform is used for analyzing the sound recording file, generating and outputting early warning information related to the call; the method and the device realize real-time recording and utilize call recording data to perform recording analysis; and the tapping equipment is used for replacing a 110 distribution frame, so that the reliability of the system is improved, the influence of the problems of aging and the like of the SPC exchange module on the recording quality is avoided, and the accuracy of recording analysis is ensured.

Description

Call recording method, system, device and storage medium

Technical Field

The present invention relates to the field of communications technologies, and in particular, to a method, a system, a device, and a storage medium for recording a call.

Background

The traditional digital telephone system or the analog telephone system can not directly use functions of recording, recording analysis and the like, namely, the functions of recording in real time and simultaneously using call recording data to carry out recording analysis. And the enterprise program control computer lab in traditional digital telephone system or analog telephone system adopts 110 distribution frames to carry out the switching of conversation signal, has easy ageing, shortcoming such as not hard up and oxidation, and this will reduce conversation recording quality to influence the accuracy of record analysis.

Disclosure of Invention

Aiming at the problems in the prior art, the invention aims to provide a call recording method, a call recording system, call recording equipment and a call recording storage medium, so that the call recording data is utilized to perform recording analysis while real-time recording is performed; and the tapping equipment is used for replacing a 110 distribution frame, so that the influence of the problems of program control module aging and the like on the recording quality is avoided.

In order to achieve the above object, the present invention provides a call recording method for recording a call of a telephone system, wherein the telephone system includes a user-level switch PBX, a tapping device and an analog phone, and the method includes the following steps:

s110, a base station receives a call signal sent by an external telephone and sends the call signal to a PBX (private Branch exchange);

s120, the PBX receives the call signal and sends the call signal to tapping equipment;

s130, the tapping device respectively sends the call signals to an analog phone and a gateway device;

s140, the gateway equipment generates a recording file based on the call signal and sends the recording file to a cloud analysis platform; and the cloud analysis platform is used for analyzing the sound recording file, generating and outputting early warning information related to the call.

Optionally, the tapping device is a telephone splitter.

Optionally, the gateway device and the tapping device are located in the same local area network.

Optionally, step S140 includes:

and after each call is finished, the gateway equipment generates a recording file based on the call signal of the call.

Optionally, the tapping device has an input port, a first output port, and a second output port, the input port is connected to the PBX, the first output port is connected to the analog phone, and the second output port is connected to the gateway device.

Optionally, the method further comprises the step of:

s150, the cloud analysis platform performs text recognition on the sound recording file to obtain corresponding text data; and

and S160, generating and outputting early warning information related to the call by the cloud analysis platform according to the text data and the voice information in the recording file.

Optionally, step S160 includes:

and when the voice information in the sound recording file is the same as the first preset information and the text data is the same as the second preset information, generating early warning information according to the text data and outputting the early warning information.

Optionally, step S110 includes:

when an external telephone incoming call is detected, the base station sends an incoming call request to a PBX (private Branch exchange);

the PBX sends the incoming call request to an analog phone through the tapping equipment;

and the PBX receives response information of the analog phone for the incoming call request through the tapping equipment and forwards the response information to the base station.

Optionally, step S160 includes:

acquiring appeal categories corresponding to the early warning information according to the sound recording files and the text data;

acquiring an on-duty seat matched with the appeal category based on the appeal category and a preset database; the preset database stores on-duty seats corresponding to different appeal categories;

and distributing the early warning information to the on-duty seat for processing.

The invention also provides a call recording system for realizing the call recording method, wherein the call recording system comprises a telephone system, gateway equipment and a cloud analysis platform, and the telephone system comprises a user-level switchboard PBX, tapping equipment and an analog phone;

the PBX is used for receiving the call signal forwarded from the base station and sending the call signal to tapping equipment;

the tapping equipment is used for respectively sending the call signals to the analog phone and the gateway equipment;

the gateway equipment generates a recording file based on the call signal and sends the recording file to a cloud analysis platform;

and the cloud analysis platform is used for analyzing the sound recording file, generating and outputting early warning information related to the call.

The invention also provides a call recording device, comprising:

a processor;

a memory having stored therein an executable program of the processor;

wherein the processor is configured to execute the steps of any of the call recording methods described above via execution of the executable program.

The present invention also provides a computer-readable storage medium storing a program which, when executed by a processor, implements any of the steps of the call recording method described above.

Compared with the prior art, the invention has the following advantages and prominent effects:

the call recording method, the system, the equipment and the storage medium can realize real-time recording and simultaneously utilize call recording data to perform recording analysis; furthermore, the tapping equipment is used for replacing a 110 distribution frame, so that the reliability of the system is improved, and simultaneously, the influence of the problems of aging and the like of the program controlled switch module on the real-time recording quality is avoided, and the accuracy of recording analysis is ensured; and the complexity of circuit implementation is avoided, and the operability of the circuit implementation is improved.

Drawings

Other features, objects and advantages of the present invention will become more apparent upon reading of the detailed description of non-limiting embodiments thereof, with reference to the following drawings.

Fig. 1 is a schematic structural diagram of a call recording system according to an embodiment of the present invention;

fig. 2 is a schematic diagram illustrating a call recording method according to an embodiment of the present invention;

fig. 3 is a schematic diagram of a call recording method according to another embodiment of the present invention;

fig. 4 is a schematic diagram of step S160 in a call recording method according to another embodiment of the present invention;

fig. 5 is a schematic structural diagram of a call recording apparatus according to an embodiment of the present invention;

fig. 6 is a schematic structural diagram of a computer-readable storage medium according to an embodiment of the disclosure.

Detailed Description

Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. The same reference numerals in the drawings denote the same or similar structures, and thus their repetitive description will be omitted.

The embodiment of the invention discloses a call recording method and a call recording system. As shown in fig. 1, the system includes a telephone system, a gateway device 11, and a cloud analysis platform 12. The telephone system comprises a base station 13, a private branch exchange PBX 14, tapping equipment 15 and an analogue telephone set 16. It should be noted that the number of analog phones shown in fig. 1 is not intended to represent the actual number of analog phones in actual implementation, and is merely used for exemplary illustration. In specific implementation, when the party answering the call is a customer service seat or an attendant, different analog phone ports can be allocated to different attendant, that is, the attendant has a one-to-one correspondence with the ports. The ports of the analog phones used by each seat person are different.

As shown in fig. 2, the call recording method disclosed in this embodiment includes the following steps:

s110, the base station receives a call signal sent by an external telephone and sends the call signal to a PBX (private branch exchange). The PBX (Private Branch Exchange), also called a programmable switch (program controlled module), is used to complete telephone Exchange between enterprises and with a public telecommunication network, and the PBX combines functions of telephone, fax, modem, and the like.

In specific implementation, when an external telephone incoming call is detected, the base station sends an incoming call request to the PBX of the user-level switch, and then the incoming call request is transmitted to the analog telephone through the tapping equipment. The analog phone responds to the incoming call request. When the response message is to answer the external telephone, a telephone conversation is established between the external telephone and the corresponding analog telephone. In this step, the call signal is a voice signal sent by an external telephone. Since the telephone is an analog telephone, the telephone call established in the embodiment is an analog telephone, that is, only voice signals are transmitted, and the voice signals do not need to be converted into network data streams.

And S120, the PBX receives the call signal and sends the call signal to tapping equipment.

And S130, the tapping equipment respectively sends the call signals to the analog phone and the gateway equipment. In this embodiment, the tapping device has an input port, a first output port, and a second output port. The input port is connected to the PBX. The first output port is connected to the analog telephone. The second output port is connected to the gateway device. In this embodiment, the tapping device is a telephone splitter. That is, the telephone splitter splits the received call signal into two paths of signals, the first path of signal is sent to the analog telephone, and the second path of signal is sent to the gateway device. The first path of signal and the second path of signal are the same.

In the embodiment, the telephone deconcentrator is used for replacing the existing 110 distribution frame, the problems of looseness, aging and the like easily generated in the use process of the 110 distribution frame can be avoided, the quality of the call signal distributed to the gateway equipment in the same way can be ensured to be the same as the quality of the call signal received by the input end of the deconcentrator, and the quality cannot be deteriorated. Therefore, the accuracy of analyzing the recording file obtained by recording the gateway equipment in real time after a call is finished in the later stage is facilitated.

And after the tapping device respectively sends the call signals to the analog phone, the seat personnel of the analog phone responds to the call content corresponding to the call signals. The tapping device forwards the answering content to the calling party via the private branch exchange PBX and the base station.

Optionally, in an embodiment, the gateway device and the tapping device are located in the same lan. Therefore, the success rate and the fidelity of the gateway equipment for receiving the call signals are ensured, and the transmission efficiency of the call signals is improved.

And S140, the gateway equipment generates a recording file based on the call signal and sends the recording file to a cloud analysis platform. In this embodiment, the gateway device is responsible for recording acquisition, recording storage, and recording uploading. In specific implementation, after each call is finished, the gateway device collects the call signals of the call, namely the ordinary telephone signals, and generates a recording file corresponding to each call inside. And the cloud analysis platform is used for analyzing the sound recording file, generating and outputting early warning information related to the call. That is, the cloud analysis platform performs recording analysis according to the recording file corresponding to each complete call.

In specific implementation, the sound recording analysis may specifically be to perform text recognition on the sound recording file to obtain text data, and when the voice information and the text data in the sound recording file meet a preset condition, it indicates that the call content of the calling party already refers to certain keywords, and then an early warning is triggered.

For example, an application scenario is that a guest who enters a hotel calls a hotel service seat, and the health of complaints is poor. Then, when the keyword of 'bad health' is identified according to the voice information and the text data in the sound recording file, and the 'bad health' also belongs to the preset words for triggering early warning, the words of 'bad health' are extracted, if the keywords corresponding to other triggering conditions exist, the words of 'bad health' are extracted together, and the extracted words are combined to form the early warning information. And then, pushing each early warning keyword in the early warning information to a corresponding responsible department on-duty personnel for processing, for example, pushing the early warning information corresponding to 'poor health' to a responsible department for processing the health of a hotel, wherein the processing mode is, for example, to carry out the return visit of the guest in time and to pacify the emotion of the guest. This may be beneficial to improve the guest's experience of staying in the hotel. Therefore, the recording can be intelligently identified and analyzed in real time, the emotion and the evaluation of the client can be quickly and accurately analyzed, and the management efficiency and the response efficiency of seat responders such as hotels can be improved.

In another embodiment of the present application, another call recording method is disclosed. As shown in fig. 3, the method further includes, on the basis of the embodiment corresponding to fig. 2, the steps of:

s150, the cloud analysis platform performs text recognition on the sound recording file to obtain corresponding text data. And

In specific implementation, for example, when the text data is the same as a preset text, the early warning information corresponding to the preset text is triggered, and then the early warning information is sent to the corresponding administrator.

Optionally, in an embodiment, the step S160 includes:

s161, when the voice information in the audio file is the same as the first preset information and the text data is the same as the second preset information, generating an early warning message according to the text data.

In this embodiment, the early warning triggering requires that not only the corresponding characters of the text are the same, but also the audio frequency is the same, that is, the sound is the same and the characters are the same. When a small segment of voice data with the same voice and the same character as the preset information is determined according to the call voice information and the text data extracted from the call voice information, and the situation shows that the preset early warning triggering condition is met, early warning is triggered. Therefore, the accuracy of early warning triggering can be ensured. At the moment, a small segment of words corresponding to the same tone and the same character, such as 'poor health' words in the above example, are used as early warning information and pushed to corresponding departments responsible for processing or on-duty seat personnel, so that the problem solving efficiency of a calling party can be improved; the method is also beneficial to improving the management efficiency and the response efficiency of the seat response party and helping the seat response party to quickly solve the problem of the calling party.

Optionally, in an embodiment, as shown in fig. 4, the step S160 further includes, on the basis of the step S161, the steps of:

and S162, obtaining the appeal category corresponding to the early warning information according to the sound recording file and the text data.

And S163, acquiring the on-duty seat matched with the appeal category based on the appeal category and a preset database. The preset database stores on-duty seats corresponding to different appeal categories.

And S164, distributing the early warning information to the duty seat for processing.

In a specific implementation, the step S162 may be implemented by using a trained neural network model, and the audio file and the text data are used as inputs of the neural network model to output the corresponding appeal categories. The neural network model can be an existing emotion analysis and recognition model.

The appeal category may be, for example, complaints or likes, and may indicate an emotional tendency of the calling party. When the emotional tendency is negative emotion such as complaint, the emotion needs to be appealed in time. The embodiment pushes the early warning information to the corresponding department responsible for processing or the person on duty, which is beneficial to improving the problem solving efficiency of the calling party; the management efficiency and the response efficiency of the seat responder can be improved, and the problem of a calling party can be solved quickly.

It should be noted that all the above embodiments disclosed in the present application can be freely combined, and the technical solutions obtained by combining them are also within the scope of the present application.

It should be noted that the call recording method and system disclosed in the present application, and all the embodiments described above are applicable to both analog telephone systems and digital telephone systems. That is, the analog phone is replaced by a digital phone, and the call recording method and all the embodiments disclosed in the present application are also feasible.

Another embodiment of the present invention further discloses a call recording system, which includes:

and the base station receives a call signal sent by an external telephone and sends the call signal to the PBX.

And the user-level switchboard PBX receives the call signal and sends the call signal to tapping equipment.

And the tapping equipment respectively sends the call signals to the analog phone and the gateway equipment. And

and the recording file sending module is used for generating a recording file by the gateway equipment based on the call signal and sending the recording file to a cloud analysis platform. And the cloud analysis platform is used for analyzing the sound recording file, generating and outputting early warning information related to the call.

It can be understood that the call recording system of the present invention further includes other existing functional modules that support the operation of the call recording system. The call recording system is only an example, and should not bring any limitation to the function and the application range of the embodiment of the present invention.

The call recording system in this embodiment is used to implement the call recording method, so as to refer to the description of the call recording method for the specific implementation steps of the call recording system, which is not described herein again.

The embodiment of the invention also discloses a call recording device, which comprises a processor and a memory, wherein the memory stores the executable program of the processor; the processor is configured to execute the steps of the call recording method via execution of the executable program. Fig. 5 is a schematic structural diagram of the call recording apparatus disclosed in the present invention. An electronic device 600 according to this embodiment of the invention is described below with reference to fig. 5. The electronic device 600 shown in fig. 5 is only an example and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.

As shown in fig. 5, the electronic device 600 is in the form of a general purpose computing device. The components of the electronic device 600 may include, but are not limited to: at least one processing unit 610, at least one memory unit 620, a bus 630 connecting the different platform components (including the memory unit 620 and the processing unit 610), a display unit 640, etc.

Where the memory unit stores program code that may be executed by the processing unit 610 to cause the processing unit 610 to perform the steps according to various exemplary embodiments of the present invention described in the call recording method section above in this specification. For example, processing unit 610 may perform the steps as shown in fig. 2.

The storage unit 620 may include readable media in the form of volatile memory units, such as a random access memory unit (RAM)6201 and/or a cache memory unit 6202, and may further include a read-only memory unit (ROM) 6203.

The memory unit 620 may also include a program/utility 6204 having a set (at least one) of program modules 6205, such program modules 6205 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.

Bus 630 may be one or more of several types of bus structures, including a memory unit bus or memory unit controller, a peripheral bus, an accelerated graphics port, a processing unit, or a local bus using any of a variety of bus architectures.

The electronic device 600 may also communicate with one or more external devices 700 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 600, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 600 to communicate with one or more other computing devices. Such communication may occur via an input/output (I/O) interface 650. Also, the electronic device 600 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network such as the Internet) via the network adapter 660. The network adapter 660 may communicate with the other modules of the electronic device 600 via the bus 630. It should be understood that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the electronic device 600, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage platforms, to name a few.

The invention also discloses a computer readable storage medium for storing a program, and the program realizes the steps in the call recording method when executed. In some possible embodiments, the various aspects of the invention may also be implemented in the form of a program product comprising program code means for causing a terminal device to carry out the steps according to various exemplary embodiments of the invention described in the above-mentioned call recording methods of the present description, when the program product is run on the terminal device.

As described above, the program of the computer-readable storage medium of this embodiment, when executed, enables recording analysis using call recording data while recording in real time; furthermore, the tapping equipment is used for replacing a 110 distribution frame, so that the performance and the quality are more stable, the reliability of the call recording system is improved, and the influence of the problems of aging and the like of the program controlled switch module on the real-time recording quality is avoided, so that the accuracy of recording analysis is ensured; and the complexity of circuit implementation is avoided, and the operability of the circuit implementation is improved.

Fig. 6 is a schematic structural diagram of a computer-readable storage medium of the present invention. Referring to fig. 6, a program product 800 for implementing the above method according to an embodiment of the present invention is described, which may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited in this respect, and in this document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.

The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

A computer readable storage medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable storage medium may be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a readable storage medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.

Program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In situations involving remote computing devices, the remote computing devices may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to external computing devices (e.g., through the internet using an internet service provider).

The call recording method, the system, the equipment and the storage medium provided by the embodiment of the invention can realize real-time recording and simultaneously utilize call recording data to perform recording analysis; furthermore, a tapping device is used for replacing a 110 distribution frame, so that the performance and the quality are more stable, the reliability of the call recording system is improved, and the real-time recording quality is prevented from being influenced by the problems of aging of a program-controlled switch module and the like, so that the accuracy of recording analysis is ensured; and the complexity of line implementation is avoided, and the operability of line implementation is improved.

The foregoing is a more detailed description of the invention in connection with specific preferred embodiments and it is not intended that the invention be limited to these specific details. For those skilled in the art to which the invention pertains, several simple deductions or substitutions can be made without departing from the spirit of the invention, and all shall be considered as belonging to the protection scope of the invention.

Claims

1. A call recording method for recording a call of a telephone system, the telephone system including a private branch exchange (PBX), a tapping device, and an analog phone, the method comprising the steps of:

2. The call recording method according to claim 1, wherein the tapping device is a telephone splitter.

3. The call recording method according to claim 1, wherein said gateway device and said tapping device are located in the same local area network.

4. The call recording method according to claim 1, wherein the step S140 comprises:

5. A call recording method according to claim 1, wherein said tapping device has an input port, a first output port and a second output port, said input port being connected to said PBX, said first output port being connected to an analog telephone, and said second output port being connected to a gateway device.

6. The call recording method according to claim 1, wherein said method further comprises the steps of:

and S160, the cloud analysis platform generates and outputs early warning information related to the call according to the text data and the voice information in the recording file.

7. The call recording method according to claim 6, wherein the step S160 comprises:

8. A call recording system for implementing the call recording method according to claim 1, wherein the call recording system comprises a telephone system, a gateway device and a cloud analysis platform, the telephone system comprises a private branch exchange (PBX), a tapping device and an analog phone;

9. A call recording apparatus, comprising:

a processor;

a memory in which an executable program of the processor is stored;

wherein the processor is configured to perform the steps of the call recording method of any one of claims 1 to 7 via execution of the executable program.

10. A computer-readable storage medium storing a program which, when executed by a processor, performs the steps of the call recording method of any one of claims 1 to 7.