call recording design
DESCRIPTION
TRANSCRIPT
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. Call Control Server is
implemented as SIP Servlet application.
This presentation covers only one of the various possible scenarios, incoming call.
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.
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).
Interaction – Step 2
The person testing the system can inspect the content of the cache, through a web browser.
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.
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.
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.
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 server sends the recorded conversation to the File Server for archiving.
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).