Design of
Call Recording System




serge.kruppa@simitel.com
cokorda.raka@simitel.com
Interaction - Overview
                                          Media Gateway,
                                         ...
Interaction – Step 1

   Customer initiates the call.
   An INVITE is delivered, through the Media
    Gateway, to the C...
Interaction – Step 2
   The notification takes the form of a web service
    invocation.
   Information passed along:
  ...
Interaction – Step 2

   The person testing the
    system can inspect the
    content of the cache,
    through a web br...
Interaction – Step 3

   The Call Center Server sends an INVITE to the
    choosen agent (Agent 1).
   The Call Center S...
Interaction – Step 4

   The Rule Server has a database of automatic
    call recording rules.
   The Rule Server has th...
Interaction – Step 5, 6, 7

   Assuming the answer from the Rule Server is a
    ”yes”, then the Call Control Server crea...
Interaction – Step 5, 6, 7
Step 5, 6, 7
The person doing testings can inspect the progression
of conversations through a web page.
Interaction – Step 8

   When the call terminates (either the customer
    or the agent hangs up), the Recording Server
 ...
Closing Notes
   Other scenarios are explained in separate document(s):
        Outgoing call (from an agent to a custom...
Upcoming SlideShare
Loading in …5
×

Call Recording Design

987 views

Published on

Published in: Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
987
On SlideShare
0
From Embeds
0
Number of Embeds
134
Actions
Shares
0
Downloads
24
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Call Recording Design

  1. 1. Design of Call Recording System serge.kruppa@simitel.com cokorda.raka@simitel.com
  2. 2. Interaction - Overview  Media Gateway, between Customer and Call Center Server, is not shown in the diagram.  Conf. Server is Asterisk.  Call Center Server is CEICO.  Recording Server is Intervoice. This presentation covers only one of  Call Control Server is the various possible scenarios, implemented as SIP incoming call. Servlet application.
  3. 3. Interaction – Step 1  Customer initiates the call.  An INVITE is delivered, through the Media Gateway, to the Call Center Server.  Call Center Server notifies the Call Control Server (SIP) about the incoming call.
  4. 4. Interaction – Step 2  The notification takes the form of a web service invocation.  Information passed along:  Call description (e.g.: dialing number, dialed number, time)  Campaign descriptor (e.g.: name of campaign, product name).  Agent Descriptor (e.g.: agent name, agent's supervisor)  Customer descriptor (e.g.: customer name)  The Call Control Server caches the notification in the memory (kept until the corresponding INVITE arrives).
  5. 5. Interaction – Step 2  The person testing the system can inspect the content of the cache, through a web browser.
  6. 6. Interaction – Step 3  The Call Center Server sends an INVITE to the choosen agent (Agent 1).  The Call Center Server has been configured to use the Call Control Server as proxy.  The Call Control Server intercepts the INVITE.  The Call Control Server looks up the notification that corresponds to the INVITE.  Assuming the notification is found, the Call Control Server consults the Rule Server, to find out if the call is to be recorded.
  7. 7. Interaction – Step 4  The Rule Server has a database of automatic call recording rules.  The Rule Server has the algorithm, used to evaluate the information passed in the request received from the Call Control Server, against the rules, in order to make the decision.  The Rule Server also has the web-based user interface, used by the supervisors, for managing the rules.
  8. 8. Interaction – Step 5, 6, 7  Assuming the answer from the Rule Server is a ”yes”, then the Call Control Server creates a conference room in the Conference Server, within which the customer, agent, and recording server ”converse”.  The Call Control Server brings the customer, the recording server, and the agent into the conference room.  The necessary SIP signaling is shown in the following page.
  9. 9. Interaction – Step 5, 6, 7
  10. 10. Step 5, 6, 7 The person doing testings can inspect the progression of conversations through a web page.
  11. 11. Interaction – Step 8  When the call terminates (either the customer or the agent hangs up), the Recording Server server sends the recorded conversation to the File Server for archiving.
  12. 12. Closing Notes  Other scenarios are explained in separate document(s):  Outgoing call (from an agent to a customer).  On-demand call recording.  Error scenarios.  The design has been implemented and tested on the Sailfin SIP Servlet Container (where the Call Control Server is deployed).  Scenarios tested so far (5 April 2008):  Conversation successfully establised, followed by: (a) caller hangs up, (b) callee hangs up.  Caller cancels the call.  Callee rejects the call.  Callee can not be contacted (off).  Recording Server is not available.  Conference Server is not available.  Notification from Call Center Server never arrived (consequence: the call goes direct from caller-to-callee).

×