CN116346985A

CN116346985A - Multi-platform packet capturing recording method, system, medium and equipment

Info

Publication number: CN116346985A
Application number: CN202310171599.4A
Authority: CN
Inventors: 彭勇; 郑峰
Original assignee: Shanghai Jingxing Information Technology Co ltd
Current assignee: Shanghai Jingxing Information Technology Co ltd
Priority date: 2023-02-27
Filing date: 2023-02-27
Publication date: 2023-06-27

Abstract

The application relates to a method, a system, a medium and equipment for multi-platform packet capturing and recording, wherein the method comprises the following steps: acquiring a protocol type of a target call center platform; according to the protocol type, a corresponding analysis mode is selected to analyze the signaling packet of the target call center platform, and a signaling analysis packet is obtained; when a communication event is monitored, analyzing the signaling analysis packet according to the type of the communication event to obtain corresponding recording data; and converting the recording data into a preset standard format, generating a voice file and storing the voice file. By adopting the embodiment of the application, protocols of different call center platforms can be compatible, so that the packet capturing recording of various call center platforms is realized, and the success rate of recording backup is further improved.

Description

Multi-platform packet capturing recording method, system, medium and equipment

Technical Field

The present application relates to the field of network communications, and in particular, to a method, system, medium, and apparatus for multi-platform packet capturing recording.

Background

With the development of voice call center application, the requirements of enterprises on customer service quality are higher and higher, meanwhile, recordings of many industries such as finance, insurance and the like are required to be recorded and stored completely as supervision requirements and cannot be lost, and the recordings are required to be stored for at least three years, so that the importance of the recordings is higher and higher in a voice communication channel mode. The recording is used as a real-time behavior, the traditional recording generally has a loss rate of about three thousandths, in order to ensure high efficiency and reliability, an enterprise often adopts the packet capturing recording as a backup recording, so as to ensure the recording coverage rate of the recording, the packet capturing recording is used as a completely independent recording mode with a voice communication system, and the importance of the voice communication center of the enterprise is higher and higher.

The packet capturing recording is mainly to acquire voice communication signaling, call path data and media stream of a call center in a packet capturing mode, and process and generate a recording file and a recording record; a plurality of call center platforms, such as Avaya, aspect, tiger, cisco, genesys, SBC Sip Trunk, etc., need to be dealt with in terms of demand, but the protocols and modes of these call center platforms are greatly different, and may cause recording packet capturing failure due to incompatibility of the protocols, so that the success rate of recording backup is reduced.

Disclosure of Invention

In order to be compatible with protocols of different call center platforms, the method, the system, the medium and the equipment for capturing the package record of the multiple call center platforms are realized, and further the success rate of record backup is improved.

In a first aspect of the present application, a method for multi-platform packet capturing recording is provided, and the following technical scheme is adopted:

acquiring a protocol type of a target call center platform;

according to the protocol type, a corresponding analysis mode is selected to analyze the signaling packet of the target call center platform, and a signaling analysis packet is obtained;

when a communication event is monitored, analyzing the signaling analysis packet according to the type of the communication event to obtain corresponding recording data;

and converting the recording data into a preset standard format, generating a voice file and storing the voice file.

By adopting the technical scheme, the signaling packet of the target call center platform is analyzed by selecting the corresponding signaling analysis mode according to the protocol type of the target call center platform so as to realize the communication docking of different call center platforms, after the target call center platform is docked and a communication event is monitored, the corresponding recording data information can be acquired according to the type of the communication event so as to realize the packet capturing of the recording of the target call center platform, and the recording data is replaced by a preset format for storage, so that the recording of the packet capturing is backed up, and the success rate of recording backup is improved.

Optionally, the step of selecting a corresponding parsing mode to parse the signaling packet of the target call center platform according to the protocol type to obtain a signaling parsing packet includes: according to the protocol type, determining the target call center platform as a platform supporting a first type of voice communication server, and selecting an SIP signaling analysis mode to analyze a signaling packet of the target call center platform to obtain a signaling analysis packet, wherein the platform supporting the first type of voice communication server comprises a Genesys platform, a tiger platform and an SBC SIP Trunk platform; according to the protocol type, determining that the target call center platform is a platform supporting a second type of voice communication server, and selecting a Skinny signaling analysis mode to analyze a signaling packet of the target call center platform to obtain a signaling analysis packet, wherein the platform supporting the second type of voice communication server comprises a Cisco platform; according to the protocol type, determining that the target call center platform is a platform supporting a third type of voice communication server, and selecting a CTI message analysis mode to analyze a signaling packet of the target call center platform to obtain a signaling analysis packet, wherein the platform supporting the third type of voice communication server comprises an Avaya platform and an Aspect platform.

By adopting the technical scheme, the voice communication server supported by the target call center platform is determined according to the protocol types of different target call center platforms, the signaling packet of the target call center platform is analyzed by selecting the corresponding signaling analysis mode, the communication butt joint of different platforms can be realized, and further the packet capturing recording of various call center platforms is realized.

Optionally, the determining, according to the protocol type, that the target call center platform is a first type voice communication server, selecting a SIP signaling parsing mode to parse a signaling packet of the target call center platform, to obtain a signaling parsing packet, includes: according to the protocol type, determining that the target call center platform is a first type voice communication server, and acquiring a mirror image network packet of a network where the first type voice communication server is located; capturing an SIP signaling packet of the target call center platform according to the mirror network packet; and selecting an SIP signaling analysis mode to analyze the SIP signaling packet of the target call center platform to obtain a signaling analysis packet.

By adopting the technical scheme, the network package is filtered by acquiring the mirror image package of the network where the first type of voice communication server is located, and only the SIP signaling package of the target call center platform is grabbed, so that the SIP signaling package of the target call center platform is analyzed by selecting the SIP signaling analysis mode, and the communication butt joint of the target call center platform is realized.

Optionally, the determining that the target call center platform is a third type voice communication server according to the protocol type, and selecting a CTI message parsing mode to parse the signaling packet of the target call center platform to obtain a signaling parsing packet includes: according to the protocol type, determining that the target call center platform is a third type voice communication server; selecting a corresponding CTI protocol according to the CTI protocol type of the target call center platform to carry out interface docking, and acquiring a signaling packet of the target call center platform; and selecting a CTI message analysis mode to analyze the signaling packet of the target call center platform to obtain a signaling analysis packet.

By adopting the technical scheme, the corresponding CTI protocol is selected through the CTI protocol type of the target call center platform for interface docking so as to acquire the signaling packet of the target call center platform, so that the signaling packet of the target call center platform is analyzed by selecting the CTI message analysis mode, and the communication docking of the target call center platform is realized.

Optionally, when the communication event is monitored, the signaling analysis packet is analyzed according to the type of the communication event to obtain corresponding recording data, which includes: when the type of the communication event is monitored to be a ringing event, analyzing a ringing field in the signaling analysis packet, and updating state information of a recording dialogue in real time according to the ringing field; when the communication event is monitored to be of the type of the connection event, analyzing a connection field in the signaling analysis packet, creating a recording starting request according to the field, and capturing media stream information of a calling party and a called party; when the communication event is monitored to be of a hang-up event, a hang-up field in the signaling analysis packet is analyzed, the media stream grabbing of the calling party and the called party is stopped according to the hang-up field, and recording data of the media stream and the calling party and the called party are obtained.

By adopting the technical scheme, the corresponding fields in the signaling analysis packet are analyzed according to the types of the communication events, so that the data information corresponding to each communication event can be obtained, and further the packet capturing of the recording data of the target call center platform is realized.

Optionally, the converting the recording data into a preset standard format and generating a voice file for saving includes: when the obtained media stream is an RTP packet, analyzing the RTP packet according to a preset coding format, and converting the RTP packet into a voice file in a PCM format; and generating a recording record by the voice file and storing the recording record into databases of the main server and the standby server respectively.

By adopting the technical scheme, the acquired media stream is converted into the voice file with the preset format, so that the acquired media stream is stored in the database according to the uniform format, and meanwhile, the sound recording is queried and listened in the database.

Optionally, the method further comprises: the recording records in the main server and the standby server under the same node are compared at regular time; and if the missing record exists in the main server, uploading the missing record from the standby server to the main server.

By adopting the technical scheme, the recording records of the main server and the standby server are queried at regular time, the recording records missing from the main server are uploaded to the main server in the standby server, and the integrity of the recording records in the main server is further improved.

In a second aspect of the present application, there is provided a system for multi-platform bale plucking recording, the system comprising:

the protocol type acquisition module is used for acquiring the protocol type of the target call center platform;

the signaling analysis module is used for selecting a corresponding analysis mode to analyze the signaling packet of the target call center platform according to the protocol type to obtain a signaling analysis packet;

the recording data acquisition module is used for analyzing the signaling analysis packet according to the type of the communication event when the communication event is monitored, so as to obtain corresponding recording data;

and the voice file storage module is used for converting the recording data into a preset standard format and generating a voice file for storage.

In a third aspect the present application provides a computer storage medium storing a plurality of instructions adapted to be loaded by a processor and to perform the above-described method steps.

In a fourth aspect of the present application, there is provided an electronic device comprising: a processor and a memory; wherein the memory stores a computer program adapted to be loaded by the processor and to perform the above-mentioned method steps.

In summary, the present application includes at least one of the following beneficial technical effects:

1. according to the method and the system, a corresponding signaling analysis mode is selected according to the protocol type of the target call center platform to analyze signaling packets of the target call center platform so as to realize communication docking of different call center platforms, after docking is carried out on the target call center platform and a communication event is monitored, corresponding recording data information can be obtained according to the type of the communication event so as to realize packet capturing of recording of the target call center platform, recording data is replaced into a preset format to be stored, recording of the packet capturing is backed up, and further the success rate of recording backup is improved;

2. the method and the device convert the acquired media stream into the voice file with the preset format, so that the acquired media stream is stored in the database according to the uniform format, and meanwhile, the voice record is queried and listened in the database;

3. according to the method and the system for inquiring the record records of the main server and the standby server at regular time, the record records missing from the main server are uploaded to the main server in the standby server, and the integrity of the record records in the main server is further improved.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings that are required in the embodiments or the description of the prior art will be briefly described below, it being obvious that the drawings in the following description are only some embodiments of the present application, and that other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.

Fig. 1 is a schematic flow chart of a method for multi-platform packet capturing recording according to an embodiment of the present application;

fig. 2 is a schematic diagram of a method for multi-platform packet capturing recording according to an embodiment of the present application;

fig. 3 is a schematic block diagram of a multi-platform packet capturing recording system according to an embodiment of the present application;

fig. 4 is a schematic structural diagram of an electronic device according to an embodiment of the present application.

Reference numerals illustrate: 1. a protocol type acquisition module; 2. a signaling analysis module; 2. the recording data acquisition module; 2. a voice file storage module; 1000. an electronic device; 1001. a processor; 1002. a communication bus; 1003. a user interface; 1004. a network interface; 1005. a memory.

Detailed Description

In order to make the technical solutions in the present specification better understood by those skilled in the art, the technical solutions in the embodiments of the present specification will be clearly and completely described below with reference to the drawings in the embodiments of the present specification, and it is obvious that the described embodiments are only some embodiments of the present application, but not all embodiments.

In the description of embodiments of the present application, words such as "exemplary," "such as" or "for example" are used to mean serving as an example, instance, or illustration. Any embodiment or design described herein as "illustrative," "such as" or "for example" is not necessarily to be construed as preferred or advantageous over other embodiments or designs. Rather, the use of words such as "illustratively," "such as" or "for example," etc., is intended to present related concepts in a concrete fashion.

In the description of the embodiments of the present application, the term "and/or" is merely an association relationship describing an association object, and indicates that three relationships may exist, for example, a and/or B may indicate: a alone, B alone, and both A and B. In addition, unless otherwise indicated, the term "plurality" means two or more. For example, a plurality of systems means two or more systems, and a plurality of screen terminals means two or more screen terminals. Furthermore, the terms "first," "second," and the like, are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating an indicated technical feature. Thus, a feature defining "a first" or "a second" may explicitly or implicitly include one or more such feature. The terms "comprising," "including," "having," and variations thereof mean "including but not limited to," unless expressly specified otherwise.

The call center is a call response center mainly accessed by telephone and provides various telephone response services for clients, but with the development of the application of the call center, many enterprises require complete voice recording, but the traditional recording generally has a loss rate of about three thousandths, so the enterprises often adopt packet capturing recording as backup recording, thereby ensuring the recording and coverage rate of the recording.

The packet capturing recording is mainly to acquire voice communication signaling, call path data and media stream of a call center in a packet capturing mode, and process and generate a voice file and a recording record; a plurality of call center platforms, such as Avaya, aspect, tiger, cisco, genesys, SBC Sip Trunk, etc., need to be dealt with in terms of demand, but the protocols and modes of these call center platforms are greatly different, and may cause recording packet capturing failure due to incompatibility of the protocols, so that the success rate of recording backup is reduced.

The following embodiments may be combined with each other, and may not be described in detail in some embodiments for the same or similar probability or process, and embodiments of the present application will be described below with reference to the accompanying drawings.

In one embodiment, as shown in fig. 1, a flowchart of a method for multi-platform packet capturing recording is specifically provided. The method is mainly applied to computer equipment, and the specific method comprises the following steps:

step 10: and acquiring the protocol type of the target call center platform.

In particular, in the embodiments of the present application, the call center platform refers to a service organization consisting of a group of service personnel in a relatively centralized location, and generally utilizes a computer communication technology to process telephone calls from enterprises and customers, and particularly has the capability of processing a large number of incoming calls simultaneously, and also has the capability of displaying calling numbers, automatically distributing the incoming calls to personnel with corresponding skills for processing, and recording and storing all incoming call information. The target call center platform may be one of six platforms, an Avaya platform, an Aspect platform, a tiger platform, a Cisco platform, a Genesys platform, an SBC Sip Trunk platform.

Illustratively, because the protocols for each call center platform may be different, there may be recording capture failures due to protocol incompatibilities. The computer device needs to acquire the protocol type of the target call center platform to perform the communication connection of the platform. The protocol type of the voice communication server supported by a platform such as the tiger, genesys or SBC SIP Trunk is the SIP protocol.

Step 20: and according to the protocol type, selecting a corresponding signaling analysis mode to analyze the signaling packet of the target call center platform to obtain a signaling analysis packet.

Specifically, the signaling parsing mode may be understood as three signaling parsing modes according to protocol types in the embodiment of the present application, which are respectively a SIP signaling parsing mode, a skyny signaling parsing mode, and a CTI message parsing mode.

Further, the packet capturing record is mainly to acquire voice communication signaling, call path data and media stream of the call center in a packet capturing mode. The signaling means that the signals of each speech channel are transmitted via the speech channel itself or via a signal channel corresponding to the speech channel, and various signals are transmitted in the network, wherein a part of them is needed, such as voice for making a call, data packets for surfing the internet, etc., and another part is not needed directly, i.e. the type of signals that it is used to control the circuit specifically is called signaling. In the present embodiment, the signaling packet is used to establish and control voice communication between two voice users.

Based on the above embodiment, according to the protocol type, the step of selecting a corresponding signaling parsing mode to parse a signaling packet of the target call center platform to obtain a signaling parsing packet may further include the following steps:

step 201: and according to the protocol type, determining the target call center platform as a platform supporting the first type of voice communication server, and selecting an SIP signaling analysis mode to analyze the signaling packet of the target call center platform to obtain a signaling analysis packet.

Specifically, in the embodiment of the present application, the platform supporting the first type of voice communication server includes a Genesys platform, a tiger platform, and an SBC SIP Trunk platform. If the protocol type of the target call center platform is the SIP protocol, the target call center platform is determined to be a platform supporting the first type of voice communication server, wherein the SIP protocol is a multimedia communication protocol formulated by the internet engineering task force, and is a text-based application layer control protocol for creating, modifying and releasing sessions of one or more participants.

Further, the computer equipment acquires a mirror image network packet of the network where the first type of voice communication server is located, and then filters according to the mirror image network packet and the SIP protocol, so that the captured signaling packet is the signaling packet of the SIP protocol, and the computer equipment selects an SIP signaling analysis mode to analyze the SIP signaling packet of the target call center platform so as to obtain an analysis packet.

Step 202: according to the protocol type, determining that the target call center platform is a platform supporting a second type of voice communication server, and selecting a Skinny signaling analysis mode to analyze a signaling packet of the target call center platform to obtain a signaling analysis packet.

Specifically, in the embodiment of the present application, the platform supporting the second type of voice communication server includes a Cisco platform. The communication server of the Cisco platform employs the SCCP protocol, which is a proprietary protocol used between the Cisco call manager and its VOIP phones.

Further, the computer device listens to the SCCP protocol, which uses TCP/IP to transmit and receive calls. And according to the SCCP protocol, associating the corresponding SCCP protocol processing stack to analyze the signaling. Specifically, the network card captures a signaling packet of the target call center platform in real time, and selects a Skinny signaling analysis mode to analyze the signaling packet of the target call center platform to obtain a signaling analysis packet.

Step 203: and according to the protocol type, determining the target call center platform as a platform supporting a third type of voice communication server, and selecting a CTI message analysis mode to analyze the signaling packet of the target call center platform to obtain a signaling analysis packet.

Specifically, in the embodiment of the present application, the platforms supporting the third type of voice communication server include an Avaya platform and an Aspect platform. CTI is a computer telephone that uses a computer to manage telephone calls, and refers to a computerized call center, such as a direct access to the correct location for a call, and may sometimes be used to describe computer management of telephone calls.

Further, CTI protocols for different call center platforms are implemented, and in the embodiment of the application, CTI protocols include TSAPI protocol of Avaya platform and TCP protocol of Aspect platform. At the platform implementation layer, firstly, the platform initializes the platform according to the CTI protocol type, and selects a corresponding CTI protocol to realize interface docking, for example, the Avaya platform calls a TSAPI to start to connect with a server, and the computer equipment acquires a signaling packet of the target call center platform, and selects a CTI message analysis mode to analyze the signaling packet of the target call center platform to obtain a signaling analysis packet.

Step 30: when the communication event is monitored, the signaling analysis package is analyzed according to the type of the communication event, and corresponding recording data are obtained.

Specifically, the present application classifies different platforms into two implementation categories, the first is Call signaling and channel associated data, and the voice stream can be obtained by capturing network communication signaling, and when capturing a packet, the Call signaling such as SIP and SCCP protocol is analyzed to obtain Call channel associated data, such as calling number, called number, call id, etc. The second is another call signaling and associated data, call events such as ringing, on, hanging up, acquired through CTI communication protocols such as the Avaya platform TSAPI protocol, aspect's TCP subscription call event, etc.

Further, according to the platform protocol type, the corresponding protocol processing stack is associated to analyze the signaling. For example, the current platform uses the SIP protocol and calls the protocol stack SIP; the SCCP protocol is called by the current platform to realize real-time capturing of the signaling packet by the network card, and the signaling packet of the target call center platform is analyzed by selecting a corresponding signaling analysis mode to obtain a signaling analysis packet.

Illustratively, the Cisco platform's communication server employs the SCCP protocol, listens to the SCCP protocol, uses TCP/IP to transmit and receive calls, and uses RTP/UDP/IP for audio communication with other clients or H.323 terminals. The communication information is transmitted through the TCP port 2000. And then monitors the corresponding communication event such as ringing event, on event, hang-up event. For example, when a ringing event is monitored, a media stream IP, a port and a coding format in the ringing event are analyzed, then a recording Session is generated, and meanwhile, monitoring of the media stream is started and the media stream is analyzed, wherein the media stream is voice information really transmitted between a calling party and a called party, the media stream carries voice call content, normal transmission of the call content is ensured, and RTP plays an important role in carrying the media stream.

The SIP signaling types of the tiger platform include: INVITE,100 TRY,180RING,2000K when the computer equipment monitors a communication event, if the received SIP is a 2000K signaling analysis packet returned by the INVITE message, the communication event is a connection event, and the computer equipment creates a recording start request, where the recording request includes: call Calllid, extension number, call media stream address information, etc. The computer device analyzes the FROM TO TO field in the signaling analysis packet TO obtain calling and called numbers, analyzes the Call ID FROM the Calli d field, generates a voice Session, and stores the voice Session in a designated Call ID. The computer equipment analyzes SDP information in the INVITE message to obtain the IP, port and coding format of the calling media stream, starts capturing the calling and called media streams, monitors RTP messages of the designated media IP and port to obtain the media stream information of the calling, and can obtain service related information or other information such as extension number, grading type and the like aiming at specific along-the-way data.

If a signaling analysis packet with the SIP of Bye response is received, the communication event is a hang-up event, the computer equipment acquires a corresponding recording Session according to a Call id field in the signaling analysis packet, changes the Call state into hang-up, updates a Call event field, stops capturing the calling and called media streams, and generates recording data according to capturing the media streams.

Step 40: and converting the recording data into a preset standard format, generating a voice file and storing the voice file.

Specifically, when the media stream acquired by the media stream monitoring service is an RTP packet, the RTP packet is parsed according to a corresponding coding format, the parsed RTP packet is converted into a voice file in PCM format, the voice file in PCM format is converted into a voice file in a specified format according to a recording format such as wav, MP3 and the like, related information such as a calling number, a called number, a starting time, an ending time and the like and the voice file are generated together to form a recording record, and the recording record is respectively stored in databases of the main server and the standby server.

Further, to prevent the recording in the primary server from being lost, the computer device may compare the recording in the primary server and the backup server under the same node at regular time; if the missing record exists in the main server, uploading the record missing from the main server to the main server from the standby server, further improving the integrity of the record in the main server, and simultaneously facilitating the follow-up inquiry and record tuning of the record according to the record by the user side.

In another possible embodiment, the record on the standby server can be cleared at regular time according to the actual requirement, so as to reduce the data storage capacity of the standby server, prevent the standby server from being damaged due to larger data storage capacity, and further improve the integrity of the record.

Referring to fig. 2, fig. 2 is a schematic diagram of a principle of multi-platform packet capturing recording, where the principle of multi-platform packet capturing recording includes: according to six voice communication servers supported by an Avaya platform, an Aspect platform, a Latiger platform, a Cisco platform, a Genesys platform and an SBC Sip Trunk platform, recording and capturing packets are mainly divided into three signaling analysis modes, namely a SIP signaling analysis mode, a Skinny signaling analysis mode and a CTI message analysis mode. According to the protocol type of the target call center platform, a corresponding signaling analysis mode is selected to analyze the signaling packet of the target call center platform, and a signaling analysis packet is obtained; when the communication event is monitored, the signaling analysis package is analyzed according to the type of the communication event, media stream data are obtained, the media stream data are processed, a voice file is generated according to a preset format, recording related information and the voice file are generated into recording records, and the recording records are stored in a corresponding database. The user side can query and listen to the sound recording in the database.

The following are system embodiments of the present application, which may be used to perform method embodiments of the present application. For details not disclosed in the system embodiments of the present application, please refer to the method embodiments of the present application.

Referring to fig. 3, a schematic diagram of a system module of a multi-platform packet capturing recording system provided in an embodiment of the present application may include: the system comprises a protocol type acquisition module 1, a signaling analysis module 2, a recording data acquisition module 3 and a voice file storage module 4, wherein:

the protocol type acquisition module 1 is used for acquiring the protocol type of the target call center platform;

the signaling analysis module 2 is used for selecting a corresponding analysis mode to analyze the signaling packet of the target call center platform according to the protocol type to obtain a signaling analysis packet;

the recording data acquisition module 3 is used for analyzing the signaling analysis packet according to the type of the communication event when the communication event is monitored, so as to obtain corresponding recording data;

and the voice file storage module 4 is used for converting the recording data into a preset standard format and generating a voice file for storage.

It should be noted that: in the system provided in the above embodiment, when implementing the functions thereof, only the division of the above functional modules is used as an example, in practical application, the above functional allocation may be implemented by different functional modules according to needs, that is, the internal structure of the device is divided into different functional modules, so as to implement all or part of the functions described above. In addition, the system and method embodiments provided in the foregoing embodiments belong to the same concept, and specific implementation processes of the system and method embodiments are detailed in the method embodiments, which are not repeated herein.

The embodiment of the present application further provides a computer storage medium, where the computer storage medium may store a plurality of instructions, where the instructions are adapted to be loaded by a processor and execute a method for multi-platform packet capturing recording as described in the foregoing embodiment, and the specific execution process may be referred to in the specific description of the embodiment shown in fig. 1, which is not repeated herein

Referring to fig. 4, a schematic structural diagram of an electronic device is provided in an embodiment of the present application. As shown in fig. 4, the electronic device 1000 may include: at least one processor 1001, at least one network interface 1004, a user interface 1003, a memory 1005, at least one communication bus 1002.

Wherein the communication bus 1002 is used to enable connected communication between these components.

The user interface 1003 may include a Display screen (Display) and a Camera (Camera), and the optional user interface 1003 may further include a standard wired interface and a wireless interface.

The network interface 1004 may optionally include a standard wired interface, a wireless interface (e.g., WI-FI interface), among others.

Wherein the processor 1001 may include one or more processing cores. The processor 1001 connects various parts within the entire server 1000 using various interfaces and lines, and performs various functions of the server 1000 and processes data by executing or executing instructions, programs, code sets, or instruction sets stored in the memory 1005, and calling data stored in the memory 1005. Alternatively, the processor 1001 may be implemented in at least one hardware form of digital signal processing (Digital Signal Processing, DSP), field programmable gate array (Field-Programmable Gate Array, FPGA), programmable logic array (Programmable Logic Array, PLA). The processor 1001 may integrate one or a combination of several of a central processing unit (Central Processing Unit, CPU), an image processor (Graphics Processing Unit, GPU), and a modem, etc. The CPU mainly processes an operating system, a user interface, an application program and the like; the GPU is used for rendering and drawing the content required to be displayed by the display screen; the modem is used to handle wireless communications. It will be appreciated that the modem may not be integrated into the processor 1001 and may be implemented by a single chip.

The Memory 1005 may include a random access Memory (Random Access Memory, RAM) or a Read-Only Memory (Read-Only Memory). Optionally, the memory 1005 includes a non-transitory computer readable medium (non-transitory computer-readable storage medium). The memory 1005 may be used to store instructions, programs, code, sets of codes, or sets of instructions. The memory 1005 may include a stored program area and a stored data area, wherein the stored program area may store instructions for implementing an operating system, instructions for at least one function (such as a touch function, a sound playing function, an image playing function, etc.), instructions for implementing the above-described respective method embodiments, etc.; the storage data area may store data or the like referred to in the above respective method embodiments. The memory 1005 may also optionally be at least one storage device located remotely from the processor 1001. As shown in fig. 4, an operating system, a network communication module, a user interface module, and an application program of a method of multi-platform packet capturing recording may be included in the memory 1005 as a computer storage medium.

In the electronic device 1000 shown in fig. 4, the user interface 1003 is mainly used for providing an input interface for a user, and acquiring data input by the user; and processor 1001 may be used to invoke an application in memory 1005 that stores a method of multi-platform package capture, which when executed by one or more processors, causes the electronic device to perform the method as described in one or more of the embodiments above.

An electronic device readable storage medium, wherein the electronic device readable storage medium stores instructions. When executed by one or more processors, cause an electronic device to perform the method as described in one or more of the embodiments above.

It should be noted that, for simplicity of description, the foregoing method embodiments are all expressed as a series of action combinations, but it should be understood by those skilled in the art that the present application is not limited by the order of actions described, as some steps may be performed in other order or simultaneously in accordance with the present application. Further, those skilled in the art will also appreciate that the embodiments described in the specification are all preferred embodiments, and that the acts and modules referred to are not necessarily required in the present application.

In the foregoing embodiments, the descriptions of the embodiments are emphasized, and for parts of one embodiment that are not described in detail, reference may be made to related descriptions of other embodiments.

In the several embodiments provided in this application, it should be understood that the disclosed apparatus may be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative, such as the division of the units, merely a logical function division, and there may be additional manners of dividing the actual implementation, such as multiple units or components may be combined or integrated into another system, or some features may be omitted, or not performed. Alternatively, the coupling or direct coupling or communication connection shown or discussed with each other may be through some service interface, device or unit indirect coupling or communication connection, electrical or otherwise.

The units described as separate units may or may not be physically separate, and units shown as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

In addition, each functional unit in each embodiment of the present application may be integrated in one processing unit, or each unit may exist alone physically, or two or more units may be integrated in one unit. The integrated units may be implemented in hardware or in software functional units.

The integrated units, if implemented in the form of software functional units and sold or used as stand-alone products, may be stored in a computer readable memory. Based on such understanding, the technical solution of the present application may be embodied in essence or a part contributing to the prior art or all or part of the technical solution in the form of a software product stored in a memory, including several instructions for causing a computer device (which may be a personal computer, a server or a network device, etc.) to perform all or part of the steps of the method described in the embodiments of the present application. And the aforementioned memory includes: a U-disk, a Read-Only Memory (ROM), a random access Memory (Random Access Memory, RAM), a removable hard disk, a magnetic disk, or an optical disk, or other various media capable of storing program codes.

Those of ordinary skill in the art will appreciate that all or a portion of the steps in the various methods of the above embodiments may be performed by hardware associated with a program that is stored in a computer readable memory, which may include: flash disk, read-Only Memory (ROM), random-access Memory (Random Access Memory, RAM), magnetic or optical disk, and the like.

The foregoing is merely exemplary embodiments of the present disclosure and is not intended to limit the scope of the present disclosure. That is, equivalent changes and modifications are contemplated by the teachings of this disclosure, which fall within the scope of the present disclosure. Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure herein. This application is intended to cover any adaptations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice within the art to which the disclosure pertains. It is intended that the specification and examples be considered as exemplary only, with a scope and spirit of the disclosure being indicated by the claims.

Claims

1. A method of multi-platform scratch package recording, the method comprising:

acquiring a protocol type of a target call center platform;

2. The method for multi-platform packet capturing recording according to claim 1, wherein the selecting a corresponding parsing mode to parse the signaling packet of the target call center platform according to the protocol type to obtain a signaling parsing packet includes:

according to the protocol type, determining the target call center platform as a platform supporting a first type of voice communication server, and selecting an SIP signaling analysis mode to analyze a signaling packet of the target call center platform to obtain a signaling analysis packet, wherein the platform supporting the first type of voice communication server comprises a Genesys platform, a tiger platform and an SBC SIP Trunk platform;

according to the protocol type, determining that the target call center platform is a platform supporting a second type of voice communication server, and selecting a Skinny signaling analysis mode to analyze a signaling packet of the target call center platform to obtain a signaling analysis packet, wherein the platform supporting the second type of voice communication server comprises a Cisco platform;

according to the protocol type, determining that the target call center platform is a platform supporting a third type of voice communication server, and selecting a CTI message analysis mode to analyze a signaling packet of the target call center platform to obtain a signaling analysis packet, wherein the platform supporting the third type of voice communication server comprises an Avaya platform and an Aspect platform.

3. The method for multi-platform packet capturing recording according to claim 2, wherein determining that the target call center platform is a first type of voice communication server according to the protocol type, selecting a SIP signaling parsing mode to parse a signaling packet of the target call center platform to obtain a signaling parsing packet, includes:

according to the protocol type, determining that the target call center platform is a first type voice communication server, and acquiring a mirror image network packet of a network where the first type voice communication server is located;

capturing an SIP signaling packet of the target call center platform according to the mirror network packet;

and selecting an SIP signaling analysis mode to analyze the SIP signaling packet of the target call center platform to obtain a signaling analysis packet.

4. The method for multi-platform packet capture recording according to claim 2, wherein the determining that the target call center platform is a third type of voice communication server according to the protocol type, selecting a CTI message parsing mode to parse a signaling packet of the target call center platform, and obtaining a signaling parsing packet includes:

according to the protocol type, determining that the target call center platform is a third type voice communication server;

selecting a corresponding CTI protocol according to the CTI protocol type of the target call center platform to carry out interface docking, and acquiring a signaling packet of the target call center platform;

and selecting a CTI message analysis mode to analyze the signaling packet of the target call center platform to obtain a signaling analysis packet.

5. The method for multi-platform packet capturing and recording according to claim 1, wherein when a communication event is monitored, the signaling analysis packet is analyzed according to the type of the communication event to obtain corresponding recording data, and the method comprises the following steps:

when the type of the communication event is monitored to be a ringing event, analyzing a ringing field in the signaling analysis packet, and updating state information of a recording dialogue in real time according to the ringing field;

when the communication event is monitored to be of the type of the connection event, analyzing a connection field in the signaling analysis packet, creating a recording starting request according to the field, and capturing media stream information of a calling party and a called party;

when the communication event is monitored to be of a hang-up event, a hang-up field in the signaling analysis packet is analyzed, the media stream grabbing of the calling party and the called party is stopped according to the hang-up field, and recording data of the media stream and the calling party and the called party are obtained.

6. The method for multi-platform packet-grabbing sound recording as claimed in claim 5, wherein said converting said sound recording data into a preset standard format and generating a voice file for storage comprises:

when the obtained media stream is an RTP packet, analyzing the RTP packet according to a preset coding format, and converting the RTP packet into a voice file in a PCM format;

and generating a recording record by the voice file and storing the recording record into databases of the main server and the standby server respectively.

7. A method of multi-platform bale plucking recording as recited in claim 6, wherein the method further comprises:

the recording records in the main server and the standby server under the same node are compared at regular time;

and if the missing record exists in the main server, uploading the missing record from the standby server to the main server.

8. A system for multi-platform scratch pad recording, the system comprising:

the protocol type acquisition module (1) is used for acquiring the protocol type of the target call center platform;

the signaling analysis module (2) is used for selecting a corresponding analysis mode to analyze the signaling packet of the target call center platform according to the protocol type to obtain a signaling analysis packet;

the recording data acquisition module (3) is used for analyzing the signaling analysis packet according to the type of the communication event when the communication event is monitored, so as to obtain corresponding recording data;

and the voice file storage module (4) is used for converting the recording data into a preset standard format and generating a voice file for storage.

9. A computer readable storage medium storing instructions which, when executed, perform the method steps of any one of claims 1 to 7.

10. An electronic device, comprising: a processor and a memory; wherein the memory stores a computer program adapted to be loaded by the processor and to perform the method steps of any of claims 1-7.