[on-asterisk] Recorded audio files with video of screen capture - Any ideas?
Bruce N
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
Mike Ashton
Just a few quick thoughts and ideas.
Questions:
Are the operators, are they using a windows app or are they working on a web based app?
Is the purpose to record the whole desktop or just the application in focus?
Is there any fields that contain sensitive data that would require masking (ie. Credit Card)?
Do the operators have a login process to both the asterisk box and the desktop application?
The ideal situation would be that they are using a web (html) based application, and they log in. So instead of recording the desktop like a movie, you record all keystrokes and mouse movements, with time stamps using javascript. You also get your asterisk box to talk to the app server so that you can associate the audio file with the recorded actions. This way when you go to listen to the audio you have the option to "Watch", and then it replays all the actions. This way there is no real video recording, and if there is sensitive data you can easily disrupt it's recording &/or playback. The added benefit is you save a ton on storage space, with the added benefit of being able to utilize the recorded action data to do lots of different usage analysis.
We do something like this. We do not have the play back ability, but we record and timestamp every mouse click and keystroke so we can do some very interesting analysis for our clients. For example, most of our clients are hotels, we record when the agent makes the offer ( quotes room rates) and when they try to close the sale (ask for the business). One analysis we did showed them that if their agent did not ask for the business within the first 110 seconds of the call, their closing rate fell over 25%.
Hope this gives you some ideas.
Mike
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Bruce N
Thanks for giving me ideas. Very interesting analysis you did.
- Yes, the applications the client uses is all web based. In fact it's a portal built solely on Flex/Flash.
- No purpose to record the whole desktop but the open Internet Explorer or Firefox browsers only.
- No need to filter sensitive data. Whole screen can be captured.
- Login is done using Windows NT login for desktop. For phone sets it is via login/log-off to Queue.
So, you actually track every function of the application (e.g. if button SOLD is pressed then you log that)? And how is the "Watch" or "REMAKE" of the situation done? is it done on another dummy system where it has a copy of the web based portal and then you run the mouse movements and clicks over it to create the impression of what was done?
If so, then you need a parallel system to the one existing so that if a movement is re-made then it's changes are not reflected onto the system.
Am I right with my assumptions above?
Thanks again for the feedback,
Bruce
Date: Wed, 26 Jan 2011 12:44:23 -0500
From: Mike....@QualityTrack.com
To: aste...@uc.org
Subject: Re: [on-asterisk] Recorded audio files with video of screen capture - Any ideas?
Bruce,
Mike
--
Mike Ashton
Quality Track International
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Dave Donovan
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