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.
The contact center’s core switch mirrors (including IP data provided by Avaya, Genesys, and other call center platforms), and the two load-balancing core switches provide mirrored ports and connect to the mirrored 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.

 

China Merchants Bank

Avaya IP Recording, Voiceprint Authentication / 1000 Ch Seats, 600Ch Concurrent, 50Ch Voiceprint Authentication

China Merchants Bank was the first joint-stock commercial bank in China to be wholly owned by a corporate legal person. It was established by Hong Kong Merchants Group Co., Ltd. on April 8, 1987, and is the sixth-largest bank in Mainland China and one of the eight banks and five insurance companies of the Hong Kong Stock Exchange.
China Merchants Bank uses the Avaya switching platform to connect Shanghai Center and its two points with AES/AIC, which records data, builds distributed deployments, and unifies mirrored IP recording management.
As well as implementing perfect IP recording, VoiceCyber can also analyze PCM-format voice data in real-time with FOSAFER’s voiceprint authentication analysis engine. It can verify customer identity, detect call problems, resolve unnecessary disputes, discover seat problems, improve customer experience, and relieve management pressure.


 

Finance

 

Bank of Communications

Avaya IP Recording / 3600Ch Concurrent

Bank of Communications was established in 1908. Its head office is located in Shanghai, and it is one of the oldest state-owned commercial banks in China. It is also a note-issuing bank.
To comply with Bank of Communications’ demands, CKServer packet distribution-based VoIP recording was deployed in the Zhangjiang Data Center with 3,600 channels. CPCe quality inspection was deployed as well, further facilitating recording query, real-time monitoring, and recording quality inspection. To prepare for potential disasters, a hot-standby was installed in a Caohejing computer room using the DMCC method. There are also remote seats in Hong Kong; DMCC is used to record Hong Kong seats from Shanghai.

 

China Construction Bank

Cisco IP Recording / 6016Ch Concurrent

China Construction Bank was established on October 1, 1954. It is a large state-owned bank and one of the four largest banks in China. China Construction Bank provides corporate banking, personal banking, and capital services.
China Construction Bank records all calls made to its banking hotline 95533 across the country. They use dual-system CMServer hot standby mode and recording server N+1 hot-standby redundant mode. 
All voice data and control signals are sent to the CMServer through the Cisco switch mirror port. 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 the data and generates and archives recording files after completing analysis protocol. The active and spare CMServers are respectively connected to core switch mirror ports. When the main CMServer encounters a problem, the standby CMServer directly takes over data forwarding work to ensure recording integrity. Since the CMServer stores the database configurations, the CM program controls hot-standby and sends configuration parameters when a switch is in question. 

 


 

Insurance

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 is distributed in Chengdu and Tianlin and centrally managed. Core switches mirror all voice traffic to the CMServer, and the CMServer subsequently distributes the voice stream to corresponding voice recording servers.
The active and spare CMServers are respectively connected to core switch mirror ports. When the main CMServer encounters a problem, the standby CMServer directly takes over data forwarding work to ensure recording integrity.
Since the CMServer stores the database configurations, the CM program controls hot-standby and sends configuration parameters when a switch is in question.

 

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. A distributed deployment management model is accordingly adopted to deploy corresponding servers and voice boards in different locations.
The system accurately starts and stops recording by detecting analog line voltage changes. A single unit supports 256 channel high-density recording, effectively protecting the user’s investment. The system also comes with strict user permission management features, thorough alarms, monitoring and management functions, and in-depth data mining and analysis capabilities.

 


 

Telecommunications

  

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 to China Telecom Co., Ltd. Shanghai Branch. China Telecom Co., Ltd. Shanghai Branch is a branch company of overseas listed China Telecom Co., Ltd., commonly 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. The recording server with the largest number of lines in the points is configured with a corresponding recording channel. There is only one mirror port on the switch as well as one software dongle that is usually plugged into the main recording server. The standby recording server is normally shut down. Under the circumstance that the main recording server fails, the standby server must be activated manually. The PBX mirror port must be connected and licenses must be transfered by hand. The standby server automatically imports the configuration parameters from the failed server, thus achieving cold standby.

 


 

Government

Shanghai Linkage 110

E1 line, Analog Recording / 1080Ch Concurrent

Shanghai Emergency Linkage Center is an emergency response organization and command platform led by the Municipal Party Committee and the Municipal Government. It organizes social public resources to provide emergency assistance.
The emergency linkage center system contains two types of recording systems: CCS7 trunk tapping recording device, which records trunk calls, and 2 analog recording servers, which creates a 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 to the SS7 line without affecting normal line operation. The CTI Server sends messages to start and stop recordings. Under the circumstances that the CTI Server goes down, the relay recording system will obtain call information from the SS7 converger and take over start-stop functionality. Recordings are tapped on the line in high-impedance mode; this parallel line connection does not affect normal operation. The old and new sets of recording servers work independently and operate under a unified management system; there is no need to switch interfaces when managing recording systems. Recording indices and files are synced both ways. Users can playback their recording file with a corresponding police number via the telephone voice IVR query.

 


 

Electricity

 

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, construction, management, and dispatching of the province’s power grid. The transmission network covers the entire 16 cities of the province and is responsible for sending electricity from west to east as well as delivering 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 phones are registered with the call manager at the center. Using Cisco’s “Built-in-Bridge”, each IP phone sends agent-client voice stream to the recording server. The VoiceCyber VCLog system has helped Yunnan Power Grid Company create a concise and stable customer service call center recording system and 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 manages and builds the Gansu power grid, and is responsible for providing reliable and high-quality power guarantees. It also plays an important role in allocating power resources.
Distributed deployment and management were opted since Gansu Power’s self-built 95598 customer service system consists of multiple points.
When a call is established, CTI creates a three-party conference (three parties means: recording system, outside line, seat). It sends a recording request to the recording system and begins recording. Once the call is hung up, the CTI sends a stop recording request and stops recording. It proceeds to write the recording and call information into the database: caller number (support switch), call time, direction, etc.

 


 

Railway

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 for its two centers and 33 stations: recording data of the 33 platforms is uploaded to the two center points. The center points support further data query. 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 District, Xujing Town, Huaxin Auxiliary Commercial Housing Base, the State Convention and Exhibition Center, Hongqiao Hub, and other important areas.
The project is based on the Huawei U19 series IP voice platform. The UMP system provides unified agent recording and management, 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 recording security and integrity.