| 外包呼叫中心座席在线IP录音的技术研究 |
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| 引用本文： | 黄志军.外包呼叫中心座席在线IP录音的技术研究[J].电信网技术,2013(9):88-92. |
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| 作者姓名： | 黄志军 |
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| 作者单位： | 中国电信股份有限公司浙江分公司维护高级主管 |
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| 摘 要： | 从外包呼叫中心业务实际运营过程中碰到的录音文件丢失、录音检索信息丢失等问题出发,提出了一种在线IP录音的解决思路,可通过流媒体端口镜像采集数据的IP录音模式,经济、有效地解决传统并线座席录音方面存在的数据丢失问题。最后对在线IP录音系统的设计要素及其策略进行了介绍。
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| 关 键 词： | 呼叫中心运营 在线IP录音 RTP流 端口镜像 录音采集 SIP CTI |
One Technology Research for Online IP Recording of Call Center Agents |
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| Abstract: | In this paper, outsourcing call center operations encountered during actual operations recording file is missing, retrieve information lost recordings and other issues, this paper proposes the IP recording solution ideas, through the acquisition of streaming IP port mirroring recording mode, the agent can be a cost-effective solution recording the problems. This article describes the IP recording system function and design applicationprospects. elements, and described its business development in the call center |
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| Keywords: | call center recordings on the IR RTP streams port mirroring audio recordings capture SIP CTI |
| 本文献已被 CNKI 维普 等数据库收录！ |
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