Capturing live audio stream of a call

[Max Doll]

Good afternoon,


We are trying to capture the live audio streams of incoming calls and have tried different approaches so far:

• Adding a third party to the call to capture the audio streams of both participants.
  Using CallFlow, we were unable to add a third participant via "Make Call" after the call was answered, as the CallFlow stops.
  We faced the same issue using the CallControl API.
  
  
• Capturing the audio streams via WebSocket.
  This approach seemed promising, but we were only able to capture the stream of one party, and the connection between caller and agent was lost.

Do you have any suggestions on how to capture both audio streams from the call?
Thank you very much!

 

[Evolute IT]

Not possible at all. There's no way at all.

 

[KyriacosS_3CX]

May I ask, what is the difference in what you are trying to do from enabling call recording?

 

[edossantos_sipcaller]

Not an easy task, but something you could do is create a SIP User Agent (kinda softphone), register it as an extension, and then Listen from that call...

 

[Max Doll]

May I ask, what is the difference in what you are trying to do from enabling call recording?

The call recordings are too slow for our UseCase. We want to send a call summary after the call directly into our ERP.

Listen from that call...

Could you give some more clarifications on that one?

In a second step, we want to support our agent during the call with resources from our internal knowledge database. In order to give them live advice, capturing the live stream is a must have for us.

 

[edossantos_sipcaller]

Could you give some more clarifications on that one?

In a second step, we want to support our agent during the call with resources from our internal knowledge database. In order to give them live advice, capturing the live stream is a must have for us.

"Listen" is a built-in functionality in 3CX, to help the agent while speaking with the customer. You have 3 options:
- Listen: just listen to the audio of the call, but don't send your audio.
- Whisper: listen to the audio, and also send your audio but only to the agent (not the customer).
- Barge in: listen to the audio and also speak, so both the agent and the customer can hear you.

You can start the Listen operation using the Call Control API. And when you do that, you can use your extension, which could be a SIP User Agent that gets the audio stream and does whatever it wants with it....

 

[JonasWhispa]

@Max Doll.

Did you find a solution for your problem? I'm having the same challenge and still trying to figure out whether someone actually made it work