System and method for dynamic redundant call recording

• US 10,469,658 B2
• Filed: 12/17/2018
• Issued: 11/05/2019
• Est. Priority Date: 08/22/2016
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Ltd
• Inventors: Kolodizner, Efim, Sevillia, Aviv, Frieder, Uri
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US16/222,314
• Publication Number:
  US 20190124200A1
• Time in Patent Office: 323 Days
• Field of Search: 370259, 370220, 370237, 370241, 370351, 370352, 379 102, 379 905, 379 3201, 379 85, 379 8801, 379 8804, 379 8808, 379 8817, 379 8818, 379 8819, 379 8822, 379 8823, 37926511, 379 35, 379 49, 379 70, 37920201, 37920702, 3792661, 386241, 4554141, 455406, 4554121, 4554221, 707740, 707706, 709224, 709227, 717155
• CPC Class Codes: H04M 3/2218 Call detail recording
• 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 3/523 with call distribution or queueing

Abstract

A system or method for dynamic redundant call recording may include a plurality of recording devices, each recording device having a plurality of recording resources, and a resource allocator. The resource allocator may receive a request from a call receiving node for commencement of a recording session. It may then attempt to connect to a first one of the plurality of recording devices and if successful, establish a recording session between the call receiving node and the recording device, or if not successful, attempting to connect the recording session controller to a second one of the multiple recording devices. Two resource allocators may operate in parallel to establish dual recording using resources at two different recording devices. Call content may be recorded separately from call metadata and may be integrated with the metadata using a unique call ID.

Claims

1. A method of allocating recording resources in a system for real time redundant recording of call content, the system comprising a plurality of recording devices each comprising a plurality of recording resources, and at least two resource allocators, each recording device being associated with one resource allocator;

the method comprising operating two resource allocators independently of each other to;

receive a request from a call receiving node in the system for commencement of a recording session;

in response to the request, query the availability of one or more associated recording devices to identify an available recording device;

after identification of an available recording device, establish a recording session between the call receiving node and the available recording device, and report to the call receiving node the address of an available resource at the available recording device to enable direct communication between the recording device and the call receiving node for streaming the content;

receive recording metadata for a call being recorded from a recording device; and

if the recording device is disconnected, upon reconnection with the recording device, query the recording device for unreported metadata for the call.

2. The method of claim 1 in which the call receiving node is a gateway to a contact center environment and the recording devices and the resource allocator are part of a recording system in the contact center environment.

3. The method of claim 1, comprising if a recording device is not reachable, finding a different recording device.

4. The method of claim 1, comprising:

receiving metadata relating to the call; and

integrating the call metadata and the recording metadata.

5. The method of claim 1, comprising upon reconnection with the recording device, correlating metadata for the call with metadata relating to the call.

6. The method of claim 1, comprising in the case that one of the at least two resource allocators has failed, using a recording device associated with another of the at least two resource allocators.

7. A system for redundant call recording comprising a call receiving node, a recording system comprising at least two recording devices, and a recording controller;

wherein the recording system is configured to establish independent and separate recording of call content using two of said recording devices;

the recording controller is configured to link call content with call metadata to enable retrieval of call content during recording;

the recording controller is configured to receive recording metadata for a call being recorded from a recording device; and

if the recording device is disconnected, upon reconnection with the recording device, query the recording device for unreported metadata for the call.

8. The system of claim 7 wherein the recording system comprises a pair of resource allocators and each recording device is associated with one resource allocator, the call receiving node is configured to receive respective recording resource addresses from the resource allocators, and in response to receiving the addresses, to stream call content direct to the recording devices bypassing the resource allocator.

9. The system of claim 7 wherein the recording controller is configured to:

separately receive metadata relating to the call; and

integrate the call metadata and the recording metadata.

10. The system of claim 9 in which the integration of content and metadata is performed using a unique call identity associated with the content and the metadata.

11. The system of claim 7, comprising upon reconnection with the recording device, correlating metadata for the call with metadata relating to the call.

12. The system of claim 7, comprising at least two resource allocators, each recording device being associated with one resource allocator, wherein in the case that one of the at least two resource allocators has failed, the recording system is configured to use a recording device associated with another of the at least two resource allocators.

13. The system of claim 7, wherein if a recording device is not reachable, the recording system is configured to find a different recording device.