System and method for implementing recording plans using a session manager

• US 20030154240A1
• Filed: 02/08/2002
• Published: 08/14/2003
• Est. Priority Date: 02/08/2002
• Status: Active Grant

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: E-Talk Corporation (HP Inc.)
• Inventors: Shah, Abhay S., Whisenhunt, William O., Nygren, Blair E.
• Granted Patent: US 6,801,618 B2
• Time in Patent Office: Days
• US Class Current: 709/203
• 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

Abstract

A system for implementing a recording plan comprises a first record manager, a second record manager, and a session manager. The first record manager generates a first message that comprises a request to record a first session according to a recording plan, wherein the first session is conducted by a client associated with the recording plan. The session manager is communicatively coupled to the first record manager and the second record manager. The session manager generates a second message for communication to the first record manager. The second message comprises an authorization to record the first session. The session manager further generates a third message for communication to the second record manager. The third message comprises a command to record a second session.

Claims

1. A system for implementing a recording plan, comprising:

a first record manager operable to generate a first message that comprises a request to record a first session according to a recording plan, wherein the first session is conducted by a client associated with the recording plan;

a second record manager; and

a session manager communicatively coupled to the first record manager and the second record manager, the session manager operable to;

generate a second message for communication to the first record manager, the second message comprising an authorization to record the first session; and

generate a third message for communication to the second record manager, the third message comprising a command to record a second session.

2. The system of claim 1, wherein the first session comprises a voice session and the second session comprises a data session that is conducted by the client for at least a portion of time that is simultaneous to the voice session.

3. The system of claim 1, wherein the first session comprises a data session and the second session comprises a voice session that is conducted by the client for at least a portion of time that is simultaneous to the data session.

4. The system of claim 1, wherein the session manager is further operable to determine available capacity to record the first session, and the authorization to record the first session is based at least in part upon the available capacity.

5. The system of claim 4, wherein the first message further comprises recording type information that indicates whether the first session comprises a voice session or a data session, and the session manager is further operable to determine available capacity based at least in part upon the recording type information.

6. The system of claim 4, wherein the session manager is further operable to maintain session information associated with a plurality of ongoing sessions, wherein the authorization to record the first session is further based upon the session information.

7. The system of claim 1, wherein:

the first record manager is further operable to stop recording the first session according to the recording plan and to generate a fourth message that comprises a stop record notification; and

the session manager is further operable to generate a fifth message in response to the stop record notification, the fifth message for communication to the second record manager and comprising a command to stop recording the second session.

8. The system of claim 1, wherein the first record manager is further operable to stop recording the first session according to the recording plan and to generate a fourth message for communication to the session manager, the fourth message comprising transaction information associated with the first session.

9. The system of claim 1, wherein the session manager is further operable to:

maintain session information that tracks a plurality of ongoing sessions;

receive a fourth message that comprises a command to record a third session; and

generate a fifth message in response to the fourth message, wherein the fifth message comprises a command to stop recording at least one of the ongoing sessions.

10. The system of claim 9, wherein at least a portion of the ongoing sessions are associated with a first recording plan having a first priority and a second recording plan having a second priority, and the command to stop recording at least one of the ongoing sessions is based at least in part upon the first priority and the second priority.

11. The system of claim 1, wherein the recording plan comprises a first recording plan associated with a first priority and the session manager is further operable to:

receive a fourth message that comprises a request to record a third session according to a second recording plan associated with a second priority; and

generate a fifth message in response to the fourth message, the fifth message comprising a command to stop recording the first session, wherein the command is based at least in part upon the first priority and the second priority.

12. A system for implementing a recording plan, comprising:

a record manager operable to generate a first message that comprises a request to record a session according to a recording plan, wherein the session is conducted by a client associated with the recording plan;

a session manager communicatively coupled to the record manager and operable to;

receive the first message;

determine available capacity to record the session; and

generate a second message that comprises a response to the first message, wherein the response is based at least in part upon the available capacity.

13. The system of claim 12, wherein the first message further comprises recording type information that indicates whether the session comprises a voice session or a data session, and the session manager is further operable to determine available capacity based at least in part upon the recording type information.

14. The system of claim 12, wherein the session comprises a voice session, the response to the first message comprises an authorization to record the voice session, and the session manager is further operable to generate a third message that comprises a command to record a data session associated with the recording plan.

15. The system of claim 14, wherein the data session is conducted by the client for at least a portion of time that is simultaneous to the voice session.

16. The system of claim 12, wherein the session comprises a data session, the response to the first message comprises an authorization to record the data session, and the session manager is further operable to generate a third message that comprises a command to record a voice session associated with the recording plan.

17. The system of claim 16, wherein the voice session is conducted by the client for at least a portion of time that is simultaneous to the data session.

18. The system of claim 12, wherein the session manager is further operable to maintain session information that tracks a plurality of ongoing sessions, wherein the response is further based upon the session information.

19. The system of claim 12, wherein the session manager is further operable to:

maintain session information that tracks a plurality of ongoing sessions;

receive a third message that comprises a command to record a new session; and

generate a fourth message in response to the third message, wherein the fourth message is communicated to the record manager and comprises a command to stop recording at least one of the ongoing sessions.

20. The system of claim 19, wherein the ongoing sessions comprise a first session associated with a first recording plan having a first priority and a second session associated with a second recording plan having a second priority;

and the fourth message comprises a command to stop recording at least one of the first session and the second session based at least in part upon the first priority and the second priority.

21. The system of claim 12, wherein the response comprises an authorization to record the session, and the record manager is further operable to stop recording the session according to the recording plan and to generate a third message for communication to the session manager, the third message comprising transaction information associated with the session.

22. A system for recording sessions, comprising:

a record manager operable to record a plurality of ongoing sessions; and

a session manager communicatively coupled to the record manager and operable to;

receive a first message that comprises a command to record a new session; and

generate a second message for communication to the record manager, the second message comprising a command to stop recording at least one of the ongoing sessions.

23. The system of claim 22, wherein:

the ongoing sessions comprise a first session associated with a first recording plan having a first priority and a second session associated with a second recording plan having a second priority; and

the second message comprises a command to stop recording at least one of the first session and the second session based at least in part upon the first priority and the second priority.

24. The system of claim 22, wherein at least one of the ongoing sessions is recorded according to a first recording plan having a first priority, and the session manager is further operable to:

receive a third message that comprises a request to record a new session according to a second recording plan associated with a second priority; and

generate a fourth message in response to the third message, the fourth message comprising a command to stop recording at least one of the ongoing sessions recorded according to the first recording plan, wherein the command is based at least in part upon the first priority and the second priority.