As we all know, the demand for telephone recording has been growing increasingly in recent years. The emergence of this application field initially stemmed from security considerations, and later extended to the recording and tracking of relevant responsibilities. With the further development of the communication industry, telephone recording systems have been applied in a wider range of fields, especially in scenarios such as sales hotlines, after-sales service calls, dispatch calls, consultation calls, and office phones. Thus, telephone recording has become an industry and an important component in the professional field of CTI.
Technically, telephone recording systems include the following key points:
Perform non-intrusive recording of both parties in the call.
Directly monitor calls on any line.
Standard audio formats and multi-channel playback of recording records.
Customizable recording activation methods.
Voice compression technology to ensure high-fidelity sound quality during playback.
Support for recording on various telephone lines such as analog, digital, and network lines.
Flexible and fast query and retrieval, with support for remote query and monitoring.
Adoption of local backup, hard disk backup, cloud backup, etc., to ensure data is not lost.
According to the different monitored lines, it can be divided into analog line recording, digital trunk line recording, VoIP recording, etc. From the current market situation, recording environments with large capacity are mainly based on digital trunk lines, and the recording of digital E1 lines is still widely used in call centers and other traffic platforms.
The system adopts a B/S architecture, allowing any computer to manage recording devices, view real-time device operating status, and listen to recording files via a browser, with no need to install additional software on the computer.
Corresponding permissions are assigned according to user levels to strictly prohibit unauthorized operations. At the same time, the system automatically saves operation information to the system log for future inquiry.
It supports various common recording functions with flexible configuration, basically covering all current requirements for recording systems, and provides secondary development interfaces to facilitate docking with third-party platforms.
In addition to local query and playback, it can also realize remote query and playback of recordings via the network or telephone.
● Recording service: Supports recording of E1 (SS7/PRI) and allows simultaneous recording of 4 E1 lines.
● Recording query: Enables querying of recording results based on various conditions, such as line channel number, call time, call duration, 对方 number, local number, agent ID, agent group number, call duration, missed calls, etc. It supports composite queries and fuzzy queries.
● Recording statistics: Supports analyzing and counting the number of recordings (including incoming calls, outgoing calls, answered calls, missed calls) and call duration for each channel.
● Multi-mode recording: Supports multiple intelligent recording modes such as full-process continuous recording, selective recording, voltage-controlled recording, voice-controlled recording, code-controlled recording, ring current-controlled recording, reverse polarity-controlled recording, and forced recording.
● Recording playback: Supports online playback of recordings or playback after downloading and backing up.
● Recording filtering: Supports blacklist and whitelist recording filtering functions, allowing selective recording according to numbers.
● Real-time monitoring: Supports real-time monitoring by cloud agents; manager agents/superiors can monitor calls of personnel in their group in real-time.
● Cloud agent management: Supports cloud agent software, which is divided into ordinary agents, supervisor agents, and manager agents. It integrates CRM (Customer Relationship Management) here, enabling real-time pop-up of incoming/outgoing calls and 备注 /prompting of customers' call history records.
● Cloud platform management: Can centrally manage 4 cloud platforms simultaneously, supporting centralized management, query, playback, download, and backup of multiple recording systems in the network.
● Number collection: Supports dual-standard caller ID collection (FSK and DTMF) with automatic compatibility and a recognition rate of 99.99%.
● Real-time backup: Supports real-time backup to cloud disks, manual download and backup to management computers via cloud agents, and also supports backup by replacing (removable) hard disks.
● Permission control: Multi-level permission management supports simultaneous access by multiple users, with different permissions assigned to different accounts to ensure the security of recording data.
● Email notification: Supports real-time monitoring of device status; in case of abnormalities, it can send real-time reminders to managers via email.
● Automatic maintenance: Automatically triggers alarms when the disk space is insufficient, CPU usage is too high, or errors occur, and performs automatic maintenance according to pre-set mechanisms.
● Power-off protection: Supports power-off protection to ensure that important data and recording files are not lost.
● Operation logs: Supports recording of operation logs, allowing queries of important operations.
