On Wed, Jan 26, 2011 at 11:19 AM, Bruce N <[email protected]> wrote:
> > Hi Everyone,A client who has access to audio files, call records, and LIVE > visual of agent screen through VNC, is requesting to record the screen > visuals for later retrieval. There are quite a few programs that capture and > record screen shots but it would be very good if the screen recording was > merged with the audio file (recorded by Asterisk) to be available for later > retrieval. Since the agents do not use a softphone on this Ms Windows (all > use SIP phone sets on a separate network), I don't see any way but to have > an automated process where at the end of the day the captured video is > chopped into pieces and matched with call records and merged with the audio > files to create a screen shot video with the audio. > Anyone done something like this? > It would be great to hear about your experience with: > -Capture software capable of capturing screen whole day - light weight > prefered.-Video editors that would be able to perform above job - merging > audio+video and matching time stamps on both files - preferably > opensource.Thanks,Bruce Bruce, There are a number of ways to attack this. Here are just a few approaches I can think of: 1) Local audio/screen cap with hardware dongle You could use screencap software on the agent PC and pipe the phone call into the audio-in on the PC using a dongle. Screen cap software might be something like CamStudio ( http://sourceforge.net/projects/camstudio/). I haven't used it. I just googled and it came up. Hardware dongle could be something like http://www.walmart.com/ip/Telerecorder-Tape-Recorder-to-Telephone-Adapter/10038429. I've used things like this before. Anything at an agents desk tends to take a beating and these things are another point of failure. If you're not monitoring recordings, they can fail and nobody notices that you're missing agent recordings for days/weeks/months. 2) Write an app that does it from somewhere on the network Assumption: There are decent and fairly easy to use SDKs for VNC and SIP. I think that this is fairly reasonable. Plan: You could pull the video stream from the VNC SDK and use the SIP SDK to act like a SIP agent and Monitor the agents line. If you watch the AMI interface for incoming call events on the agent's extension then this option has the huge advantage of being able to create individual AV files for each call with date, agent extension and callerID such as YYYY-MM-DD-2033-4165552222.AVI 3) Google. (actually searching 'record vnc' at sourceforge) At the risk of doing all of your homework for you, it looks like this package would do everything you want with just a little bit of scripting to trigger the recordings and merge the audio and video files: http://www.unixuser.org/~euske/python/vnc2flv/index.html There are commercial solutions for this. I remember being pitched on them years ago when I was in the call centre biz. You might be doing your client a favour by looking for an off the shelf solution and pointing them in that direction. Best of luck, Dave
