System and method for geo-location based media recording for a contact center
First Claim
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1. A method for recording media for a contact center comprising:
- establishing, via a processor, in a first geographic location, a communication session between first and second communication devices;
determining, by the processor, that media exchanged during the media session is to be recorded;
identifying, by the processor, a second geographic location associated with a resource involved in the media session, wherein the resource is selected from a group consisting of the second communication device, route point, a media gateway, and a trunk transporting an inbound call from the first communication device;
identifying, by the processor, a media controller associated with the second geographic location, wherein a media path between the first and second communication devices is bridged by the media controller;
initiating, by the processor during the communication session, replication of the media exchanged during the communication session at the second geographic location to generate replicated media; and
initiating, by the processor, transmission of the replicated media from the media controller at the second geographic location to a recording server located remotely with respect to the media controller.
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Abstract
A system and method for recording media for a contact center includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.
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Citations
20 Claims
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1. A method for recording media for a contact center comprising:
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establishing, via a processor, in a first geographic location, a communication session between first and second communication devices; determining, by the processor, that media exchanged during the media session is to be recorded; identifying, by the processor, a second geographic location associated with a resource involved in the media session, wherein the resource is selected from a group consisting of the second communication device, route point, a media gateway, and a trunk transporting an inbound call from the first communication device; identifying, by the processor, a media controller associated with the second geographic location, wherein a media path between the first and second communication devices is bridged by the media controller; initiating, by the processor during the communication session, replication of the media exchanged during the communication session at the second geographic location to generate replicated media; and initiating, by the processor, transmission of the replicated media from the media controller at the second geographic location to a recording server located remotely with respect to the media controller. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for recording media for a contact center comprising:
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a processor in a first geographic location; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to; establish a communication session between first and second communication devices; determine that media exchanged during the media session is to be recorded; identify a second geographic location associated with a resource involved in the media session, wherein the resource is selected from a group consisting of the second communication device, route point, a media gateway, and a trunk transporting an inbound call from the first communication device; identify a media controller associated with the second geographic location, wherein a media path between the first and second communication devices is bridged by the media controller; initiate, during the communication session, replication of the media exchanged during the communication session at the second geographic location to generate replicated media; and initiate transmission of the replicated media from the media controller at the second geographic location to a recording server located remotely with respect to the media controller. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification