Customer Service Center

Architecture Layout

Branches:

Headquarters:

System Features

• Recording service: Supports recording for E1 (SS7/PRI) and allows simultaneous recording for 4 E1 lines.

• Recording query: Enables composite query of recording results based on various conditions, such as line channel number, call time, call duration, called number, local number, agent ID, agent group number, missed calls, etc. It also supports fuzzy query.

• Recording statistics: Supports analysis and statistics of the number of recordings (incoming, outgoing, answered, missed) and call duration for each channel.

• Multi-mode recording: Supports multiple intelligent recording modes, including full continuous recording, selective recording, voltage-controlled recording, voice-controlled recording, code-controlled recording, ring flow-controlled recording, reverse polarity-controlled recording, and forced recording.

• Recording playback: Supports online playback of recordings or playback after downloading and backup.

• Recording filtering: Supports blacklist and whitelist recording filtering functions, allowing selective recording based on numbers.

• Real-time monitoring: Supports real-time monitoring by cloud agents; manager agents/senior leaders can monitor calls of team members 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), enabling real-time pop-up for incoming/outgoing calls and Remarks /prompt of customers' historical call records.

• Cloud platform management: Can be centrally managed by up to 4 cloud platforms, supporting centralized management, query, playback, download, and backup of multiple recording systems within the network.

• Number collection: Supports dual-mode 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 drives, manual download and backup to management computers via cloud agents, and backup by replacing (removable) hard disks.

• Permission control: Multi-level permission management, supporting simultaneous access by multiple users, with different permissions assigned to different accounts to ensure the security of recording data.

• Email push: Supports real-time monitoring of device status; in case of abnormalities, it can send real-time email reminders to managers.

• Automatic maintenance: Automatically triggers alarms when disk space is insufficient, CPU usage is too high, or errors occur, and performs automatic maintenance according to preset mechanisms.

• Power-off protection: Supports power-off protection to ensure important data and recording files are not lost.

• Operation logs: Supports recording of operation logs, with important operations available for query.