Network recording and speech analytics system and method
First Claim
1. A method for network recording comprising:
- receiving, by a processor, a request for a telephony call from a first communication device;
invoking, by the processor, a rule based on an attribute of the telephony call, wherein the rule identifies a condition for recording the call; and
in response to determining that the condition for recording the call is satisfied, establishing, by the processor, a first call path with a recording system instead of a second call path different from the first call path, the second call path being utilized when the condition for recording the call is not satisfied, wherein the recording system is configured to receive media transmitted by the first communication device via the first call path instead of the second call path, bridge a media path between the first communication and a second communication device for transporting the media over the media path, and store the media in a storage device, wherein the recording system is further configured to retrieve and transmit the stored media in response to a request from a requesting device.
4 Assignments
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Accused Products
Abstract
A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.
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Citations
20 Claims
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1. A method for network recording comprising:
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receiving, by a processor, a request for a telephony call from a first communication device; invoking, by the processor, a rule based on an attribute of the telephony call, wherein the rule identifies a condition for recording the call; and in response to determining that the condition for recording the call is satisfied, establishing, by the processor, a first call path with a recording system instead of a second call path different from the first call path, the second call path being utilized when the condition for recording the call is not satisfied, wherein the recording system is configured to receive media transmitted by the first communication device via the first call path instead of the second call path, bridge a media path between the first communication and a second communication device for transporting the media over the media path, and store the media in a storage device, wherein the recording system is further configured to retrieve and transmit the stored media in response to a request from a requesting device. - 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; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to; receive a request for a telephony call from a first communication device; invoke a rule based on an attribute of the telephony call, wherein the rule identifies a condition for recording the call; and in response to determining that the condition for recording the call is satisfied, establish a first call path with a recording system instead of a second call path different from the first call path, the second call path being utilized when the condition for recording the call is not satisfied, wherein the recording system is configured to receive media transmitted by the first communication device via the first call path instead of the second call path, bridge a media path between the first communication and a second communication device for transporting the media over the media path, and store the media in a storage device, wherein the recording system is further configured to retrieve and transmit the stored media in response to a request from a requesting device. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification