Recording invocation of communication sessions

• US 10,009,460 B2
• Filed: 06/24/2016
• Issued: 06/26/2018
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Calahan, Marc, Dong, Thomas Z.
• Primary Examiner(s): Deane, Jr., William
• Application Number:
  US15/192,232
• Publication Number:
  US 20160381217A1
• Time in Patent Office: 732 Days
• Field of Search: 37926501-26514, 37926601-2661, 379309
• CPC Class Codes: H04L 63/0457 wherein the sending and receiving network entities apply dynamic encryption, e.g. stream encryption cryptographic mechanisms or cryptographic arrangements for stream encryption H04L9/065
• CPC Class Codes: H04L 63/0471 applying encryption by an intermediary, e.g. receiving clear information at the intermediary and encrypting the received information at the intermediary before forwarding
• CPC Class Codes: H04L 63/166 at the transport layer
• CPC Class Codes: H04L 63/168 above the transport layer
• CPC Class Codes: H04L 65/65 Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP]
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.

Claims

1. A method for recording a communication session between a customer and an agent comprising:

a proxy server communicating with a customer center communication system via a communication component of the customer center communication system, the communication component being operative to be configured to enable recording and encrypting of media streams associated with a communication session, the communication component being further operative to transmit the encrypted media streams over a network based on the configuration of the communication component, wherein the encrypted media streams have electronic keys for decryption of the media streams;

the proxy server receiving the electronic keys from the communication component of the customer center communication system;

the proxy server determining whether to record the encrypted media streams based on the configuration of the communication component;

the proxy server determining one or more recorders from a plurality of recorders to record the encrypted media streams based on call control protocols;

the proxy server transmitting instructions to the customer center communication system to duplicate the encrypted media streams and to transmit the encrypted duplicated media streams over the network to the proxy server;

the proxy server decrypting the encrypted duplicated media streams using the electronic keys;

the proxy server stitching the decrypted duplicated media streams together to form a single media stream; and

the proxy server forwarding the single media stream to the one or more recorders via a secure connection between the proxy server and the one or more recorders.

2. The method as defined in claim 1, wherein configuring the communication component includes instructing the communication component to not record the encrypted media streams.

3. The method as defined in claim 1, wherein configuring the communication component includes instructing the communication component to record all encrypted media streams.

4. The method as defined in claim 1, wherein configuring the communication component includes instructing the communication component to record X % of the encrypted media streams, X being greater than 0 percent and less than 100 percent.

5. The method as defined in claim 1, wherein configuring the communication component includes receiving instructions from applications to initiate the recording of the encrypted media streams, the applications including at least one of the recording system and a policy system.

6. The method as defined in claim 1, wherein configuring the communication component includes instructing the communication component to record the encrypted media streams based on business rules of the communication system, the business rules including recording all or X % of the encrypted media streams in a queue or at a predetermined time, X being greater than 0 percent and less than 100 percent.

7. The method as defined in claim 1, wherein the secure connection is achieved via a secure version of the call control protocols.

8. The method as defined in claim 7, wherein the secure version is a secure socket layers (SSL) protocol.

9. The method as defined in claim 7, wherein the secure version is a transport layer security (TLS) protocol.

10. A system for recording a communication session between a customer and an agent, comprising:

a proxy server operative to;

communicate with a customer center communication system having a communication component, the communication component being operative to be configured to enable recording and encrypting of media streams associated with a communication session, the communication component being further operative to transmit the encrypted media streams over a network based on the configuration of the communication component, wherein the encrypted media streams have electronic keys for decryption of the media streams;

receive the electronic keys from the communication component of the customer center communication system;

determine whether to record the encrypted media streams based on the configuration of the communication component,

determine one or more recorders from a plurality of recorders to record the encrypted media streams based on call control protocols;

transmit instructions to the customer center communication system to duplicate the encrypted media streams and to transmit the encrypted duplicated media streams over the network to the proxy server;

decrypt the encrypted duplicated media streams using the electronic keys;

stitch the decrypted duplicated media streams together to form a single media stream; and

forward the single media stream to the one or more recorders via a secure connection between the proxy server and the one or more recorders.

11. The system as defined in claim 10, wherein the communication component is configured to not record the encrypted media streams.

12. The system as defined in claim 10, wherein the communication component is configured to record all the encrypted media streams.

13. The system as defined in claim 10, wherein the communication component is configured to record X % of the encrypted media streams, X being greater than 0 percent and less than 100 percent.

14. The system as defined in claim 10, wherein the communication component is configured to receive instructions from applications to initiate the recording of the encrypted media streams the applications including at least one of the recording system and a policy system.

15. The system as defined in claim 10, wherein the communication component is configured to record the encrypted media streams based on business rules of the communication system, the business rules including recording all or X % of the encrypted media streams in a queue or at a predetermined time, X being greater than 0 percent and less than 100 percent.

16. The system as defined in claim 10, wherein an encrypted media stream includes at least one audio stream or video stream associated with the communication session.

17. The system as defined in claim 11, wherein the secure connection is achieved via a secure version of the call control protocols.

18. The system as defined in claim 17, wherein the secure version is a secure socket layers (SSL) protocol.

19. The system as defined in claim 17, wherein the secure version is a transport layer security (TLS) protocol.

20. A non-transitory computer-readable medium having computer-executable instructions stored thereon for recording a communication session between a customer and an agent, when executed by a computing device, causes the computing device to:

communicate with a customer center communication system having a communication component, the communication component being operative to be configured to enable recording and encrypting of media streams associated with a communication session, the communication component being further operative to transmit the encrypted media streams over a network based on the configuration of the communication component, wherein the encrypted media streams have electronic keys for decryption of the media streams;

receive the electronic keys from the communication component of the customer center communication system;

determine whether to record the encrypted media streams based on the configuration of the communication component,

determine one or more recorders from a plurality of recorders to record the encrypted media streams based on call control protocols;

transmit instructions to the customer center communication system to duplicate the encrypted media streams and to transmit the encrypted duplicated media streams over the network to the proxy server;

decrypt the encrypted duplicated media streams using the electronic keys;

stitch the decrypted duplicated media streams together to form a single media stream; and

forward the single media stream to the one or more recorders via a secure connection between the computing device and the one or more recorders.