Artificial Intelligence Ping An Technology Co., Ltd.

IP Recording, Real-time Voice Forwarding / 20000 Ch Seats, 5000 Ch Concurrency

Ping An Technology was established in 2008 and is a wholly-owned subsidiary of Ping An Group. The company is headquartered in Shenzhen, with offices in Beijing, Shanghai, Chengdu and Nanjing.
Based on the contact center’s core switch mirroring (including IP data provided by Avaya, Genesys and other call center platforms), the two load balancing core switches provide mirrore ports and connect to the mirrore IP data preprocessing server. The mirror IP data preprocessing server filters the data according to the IP network segment and outputs the data to the backend CMServer. The CMServer parses the filtered signaling packets and voice packets, and distributes them to the corresponding recording server. After receiving the data packets distributed by the CMServer, each recording server records and forwards the PCM format voice stream to the artificial intelligence voice analysis processing server in real-time through the interface.





Bank of Communications

Avaya IP Recording / 3600Ch Concurrent

Bank of Communications was established in 1908. The head office is located in Shanghai. It is one of the oldest state-owned commercial banks in China and one of the modern note-issuing banks in modern China.
According to the needs of the Bank of Communications, VoIP recording based on CMServer packet distribution was deployed in the Zhangjiang Data Center, with a scale of 3,600 channels. CPCe quality inspections were deployed synchronously, as well as recording inquiries, real-time monitoring, and recording quality inspection. For the consideration of redundancy in disaster preparedness, the Zhangjiang Data Center has an active standby redundancy in the Caohejing computer room in Shanghai using DMCC method. There is also a remote seat in Hong Kong. In Shanghai, DMCC is used to record the seats in Hong Kong.


China Construction Bank

Cisco IP Recording / 6016Ch Concurrent

China Construction Bank was established on October 1, 1954. It is a large state-owned bank managed by the Central Government and one of the four largest banks in China. China Construction Bank’s main business areas include corporate banking, personal banking and capital services.
China Construction Bank requested the recording of 95533 telephone banking hotlines throughout the country, using the CMServer hot standby mode and recording server N+1 active standby redundancy. 
Through the mirror port of the Cisco switch, all voice data and control signaling are sent to the CMServer. The CMServer analyzes the mirror data, finds the corresponding recording server, and sends the data stream to the corresponding MAC address. The recording server receives data, generates recording files and archives after completing the protocol analysis. The active and standby CMServers are respectively connected to the mirrored ports of the core switch. The active and standby CMServers both perform heartbeat detection. When the main CMServer encounters a problem, the standby CMServer directly takes over the data forwarding work and ensures the integrity of the recording records. When any recording server has a problem, as the recording database configuration is stored in the CMServer, the CM program controls the switching of the recording server in question and sends the configuration parameters directly to the recording server (N+1) to replace the original recording server. 




China Pacific Insurance (Group) Co., Ltd.

Huawei IP Recording / 4800Ch Seats, 1000Ch Concurrent

China Pacific Insurance (Group) Co., Ltd., formerly known as China Pacific Insurance Company, was established on May 13, 1991 and is a nationwide joint-stock commercial insurance company approved by the People’s Bank of China.
The system was deployed in Chengdu Hetianlin’s dual-site in a distributed manner and is centrally managed. Each core switch mirrors all voice traffic to the CMServer, and then distributes the voice stream to the corresponding voice recording server through the CMServer.
The active and standby CMServers are respectively connected to the mirror ports of the core switch. At the same time, the active and standby CMServers have the function of “heartbeat detection”. When there is a problem with the main CMServer, the standby CMServer directly takes over the data forwarding work to ensure the integrity of the recording records.
When a problem occurs to any recording server, as the recording database configuration is saved on the CMServer, the CM program controls the switching of the recording server of the problem and directly sends the configuration parameters to the recording server (N+1) to replace the original recording.


Taikang Life Insurance Co., Ltd.

Analog Recording / 23360Ch Concurrent

Taikang Life Insurance Co., Ltd. is a nationwide, joint-stock life insurance company approved by the head office of the People’s Bank of China on August 22, 1996. The company is headquartered in Beijing.
Taikang Life Call Center has points across the country. Therefore, a distributed deployment management model is adopted to deploy corresponding servers and voice boards in different locations.
The system accurately starts and stops recording according to voltage changes of the analog lines. A single unit can meet the 256 channel high-density recording requirement, protecting the user’s investment. At the same time, the system provides strong protection for Taikang Life’s contact center recording with its strict user permission management mechanism, completed alarm mechanism, powerful monitoring and management functions, and in-depth data mining and analysis capabilities.





China Telecom Co., Ltd. Shanghai Branch

Huawei IP Recording / 4980Ch Concurrent

Shanghai Telecom Co., Ltd. was formally established on November 18, 2002. On January 28, 2008, it was renamed as China Telecom Co., Ltd. Shanghai Branch, and China Telecom Co., Ltd. Shanghai Branch was a branch company of overseas listed China Telecom Co., Ltd., referred to as China Telecom Shanghai Corporation.
Shanghai Telecom’s 10000 recording system has five branches and is a distributed contact center. The branches are routed outbound through local gateway, and 4-6 different recording servers are deployed at each branch. Since the mirror switches of each recording server are independent, in order to avoid single point failure, a backup recording server is deployed at each branch, and is configured with recording channel with the recording server of maximum number of lines among the points. On the switch, there is only one mirror port. There is only one software dongle which is usually plugged into the main recording server. Normally, the standby recording server is shut down. After a failure of the main recording server, the standby recording server is activated manually, the mirror port of the PBX is connected, and the licenses are transfered. The backup server automatically imports the configuration parameters of the failed server to achieve rapid switching, thus achieving cold standby.




Shanghai Linkage 110

E1 line, Analog Recording / 1080Ch Concurrent

Shanghai Emergency Linkage Center is a functional organization and command platform for the emergency management of emergency and emergency assistance for the city which effectively integrates relevant forces and social public resources under the leadership of the municipal party committee and the municipal government.
The emergency linkage center system consists of two types of recording systems. One is the CCS7 trunk tapping recording device, which records trunk calls. The other is 150Ch analog recording system, which consists 2 analog recording server. An active-standby system is adopted to ensure data security.

The CCS7 tapping recording part contains two modules, SS7 converger and recording server. Both modules are connected in high-impedance mode on the SS7 line without affecting the normal operation of the line. The start and stop of the recording is controlled by the CTI server sending a message. When the CTI Server goes down, the relay recording system obtains the recording start and stop messages and the call and called information from the SS7 converger, and the recording is tapped on the line in high-impedance mode. The method of parallel line connection does not affect the normal operation of the line and other equipment. The old and new sets of recording servers work independently and use a unified management system to operate. There is no need to change the interface to manage the recording system or achieve data and therefor achieving synchronization and sharing. Both sites’ recording indexs and recording files achieve two-way synchronization tasks. User can listen to the corresponding recording file according to the police number through the telephone voice IVR query.




Yunnan Power Grid Co., Ltd.

Cisco BIB Recording / 200Ch Concurrent

Yunnan Power Grid Company is responsible for the transmission and sales of electricity in Yunnan Province and assumes the unified planning, unified construction, unified management, and unified dispatching of the province’s power grid. The transmission network covers the entire 16 provinces (cities) of the province and is responsible of sending electricity from west to east as well as sending electricity to Vietnam and Laos.
The Yunnan Power Grid customer service hotline project uses a full set of Cisco equipment and uses centralized deployment to record 200 lines of IP seats at each branch. Agent phone of each branch is registered with the call manager in the center. Using Cisco “Built-in-Bridge”, the agent IP phone can send the voice stream of the call between the agent and the client to the recording server. The VoiceCyber VCLog system has helped Yunnan Power Grid Company to create a customer service call center recording system with its concise and stable features, which has won high praise from users.


National Grid Gansu Power 95598 Recording

Alcatel Conference Recording / 450Ch Concurrent

Gansu Provincial Electric Power Company is a wholly-owned subsidiary of the State Grid Corporation of China. It mainly manages and builds the Gansu power grid, and is responsible for providing reliable and high-quality power guarantees for the economic development of Gansu Province and people’s livelihood. It also plays an important role in promoting the optimal allocation of power resources in the province.
According to the needs of Gansu Power’s self-built 95598 customer service system with multiple points, distributed deployment and distributed management are adopted.
When a call is established, CTI will establish a three-party conference (three parties means: recording system, outside line, seat), and at the same time send a recording request to the recording system and start recording; during the recording process, when the CTI sends a stop recording request to the recording system ( including the completion of the call on-hook, hang up after the call transfer), the recording system stops recording, while writing the record into the database; recording system can obtain voice information and call information through the CTI, such as: caller number (support switch), call time , direction, etc.




Malaysia Subway

IP, Analog Recording / 304Ch IP Concurrent, 264Ch Analog Concurrent

The Mass Rapid Transit Company Sdn Bhd (MRT Corporation) is owned by a corporate body established by the Ministry of Finance in 1957. The company was established in September 2011 and took over ownership of the Klang Valley Rapid Transit project from Malaysia’s Prasarana Corporation in October 2011.
The project uses the Avaya voice platform and the VCLog system to record customer service agents, emergency telephones, trackside phones, radios, and stations. The VCLog system adopts the “distributed deployment and centralized management” active-active redundant system scheme in two centers and 33 stations: the recording data of 33 platforms is uploaded to two center points at the same time, and the center point supports all data queries. Each center deploys two servers, A and B, to backup each other to fully protect the integrity of the recording data.


Shanghai Metro Line 17

Huawei IP Recording / 400Ch Concurrent, Active and Standby Disaster Recovery

Rail transit line 17 is an important rail transit line in Shanghai. It directly connects Zhujiajiao, Qingpu New City, Zhaoxiang Town, Zhaoxiang Commercial and Commercial District, Xujing Town, Huaxin Auxiliary Commercial Housing Base, and the State Convention and Exhibition Center, Hongqiao Hub and other important areas.
The project is based on Huawei U19 series IP voice platform. The UMP system provides unified recording and management of customer service agents, administrative office telephones and station emergency telephones. The overall structure of the recording system is the same as that of the Huawei platform. It is deployed in the “same-city active-active” mode: two recording servers, one database server, and one management server are deployed at each of the two main points. Two recording servers are used for hot spare redundancy. Two recording servers work at the same time to ensure the security and integrity of the recording.