Call mediation for transcripting

[Mr.M]

Hi DW, I'm not sure if this is the right department but I think since this is a networking department my question belong here.

Firstly I just need a simple understanding as to how Call Centers receive inbound calls, I mean what are they using?

Are they using like 3CX, Twillio or they buy hardware and run from it?

Reason for my question is that there's a system I'm building and it has to some how maybe towards the end of the call be able to transcript the caller and the audio should not be passed to the agent during that stage, once done then the call can resume back with the agent.

With what is being used by call centers how can I achieve this?

I've thought of using AI agent and be the one who first answer the call the transfer it to the agent but the problem is that, the transcript will be required to travel with the call because it has to be used by agent to complete the callers query.

Any idea or direction as to how I can integrate this?

[rproffitt]

My only exposure to this was on the hardware side. Back then it was a board with DSPs, the usual complement of A/D and D/A chips and about a dozen programmers to bring it to life. Google about the "NBX 100/V3000 chassis, Call Processors, 3100-series IP phones, and 3Com SuperStack switches."

Today folk can sling other systems together but IMO it's all about YOUR SPECIFICATIONS and then you tackle what HARDWARE and software stacks you need to complete the system. It's not a small overnight endeavor unless you use something off the shelf.

[Mr.M]

Thanks, someone told me that now they are using 'Softphones' which are apps downloaded to a PC and configured. Others uses 'WebPhones' which I think is what will work best in my case.

Now I just need a way to maybe let my extension join a call and be a conference call and also find a way to prevent audio at some stage from being outputted to the person receiving a call but be able to transcript the media packet so that I can be able to work with then allow back the audio to the recipient after that section,but that section should not be sent to the recipient.

Basically what I'm trying to do is to prevent a call recipient to hear some part of the call, but be intercepted by my extension so that it will work with that only part that should not be heard by an agent.

Any idea how can I integrate this? I don't think it will work with softphones and hardphones because there's no way to intercept packets because the call is usually rauted via SIP protocols and IPs if I'm not mistaken but with Webphones I think I can because the extension is a browser extension and the Webphones also runs on browser and on top of that there are things like WebRTC which also is able to work with Webphones.

But I don't know how I can integrate this.

I've developed my extension just that now I have to find a way to integrate and be able to do what I want to do.

Any idea or direction,sample code, etc?

[rproffitt]

Sorry, your specs are too heavy for anything I've used.

For example, I do have a voice modem that works with Lenny on a Raspberry Pi so you do need a voice modem to do the basic heavy lifting.

[Mr.M]

Thanks, I will try to dig more deep and also try to be hands on and try every possible solution and see what I will find.

[rproffitt]

The problem I see here is the spec would require a lot of hardware and multiple stack skills.

These systems didn't happen overnight or be a creation of one lone programmer.

I don't want to leave you with nothing. See if https://aws.amazon.com/connect/ has a free system to see if you can build such there.

[Mr.M]

Thank you, I've thought of doing this the other way around but it would have been great if I had done it the way I was initially planning to.

There's something that is very close to what I want I just saw on YouTube from GOVOIP which is within the call transfer option which is 'announced transfer'.

I will have more look and see if it will work the way I want it or not.

Here's the YouTube link

[Mr.M]

I just saw now exactly what I want it is called 'transfer bounce-back' feature