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Tuesday, April 20, 2010

Call center monitoring and recording

We can use Asterisk to build a call center system using below asterisk features:
- app_queue
- chan_agent
 
Agent conversation is recorded using Monitor() in the dial plan.
 
At the same time, the call center manager can monitor agent conversation via ChanSpy(), e.g., Chanspy(SIP/xxxx|bq) where SIP/XXXX is the agent extension.
 
We need to enable transmit_silence_during_record in asterisk.conf.  Otherwise, chanspy could not listen on the bridged channels which are being recorded at the same time.
 
asterisk.conf
==========
transmit_silence_during_record = yes ; Transmit SLINEAR silence while a channel is being recorded

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