Method and system for monitoring and recording voice from circuit-switched via a packet-switched network

• US 20040019700A1
• Filed: 06/12/2003
• Published: 01/29/2004
• Est. Priority Date: 12/12/2000
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Halbraich, Eran, Ilan, Tomer, Yosef, Ilan
• Granted Patent: US 7,333,445 B2
• Time in Patent Office: Days
• US Class Current: 709/249
• CPC Class Codes: H04L 65/103 in the network
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1095 Inter-network session transfer or sharing
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/762 at the source reformatting of additional data in video distribution servers H04N21/2355
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/1205 where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks

Abstract

Some embodiments of the present invention are directed to a method and system for monitoring and recording voice from circuit-switched switches via a packet-switched network. A circuit-switched or VoIP recording system may record and/or live-monitor telephone calls by trunk and/or extension tapping over a packet-switched network Alternatively, a circuit-switched or VoIP recording system may record and/or live-monitor telephone calls over a packet-switched network by activating the service observation feature of the circuit-switched switch either by feature code dialing or a computer telephony integration (CTI) link command.

Claims

1. A method comprising:

sending instructions over a packet-switch network to tap an extension line or trunk coupled to a circuit-switching switch;

receiving over said packet-switch network packets of audio of at least a portion of telephone calls being transferred over said extension line or said trunk.

2. The method of claim 1 and further comprising:

retrieving and recording said audio from said received packets.

3. The method of claim 1 and further comprising:

recording said received packets.

4. The method of any of claims 1-3 and further comprising:

retrieving and performing live-monitoring of said audio from said received packets.

5. A method comprising:

sending instructions over a packet-switch network to observe an extension line coupled to a circuit-switching switch;

receiving over said packet-switch network packets of audio of at least a portion of telephone calls being transferred over said extension line.

6. The method of claim 5 and further comprising:

retrieving and recording said audio from said received packets.

7. The method of claim 5 and further comprising:

recording said received packets.

8. The method of any of claims 5-7 and further comprising:

retrieving and performing live-monitoring of said audio from said received packets.

9. The method of claim 5, wherein sending said instructions over said packet-switch network comprises dialing via said packet-switch network a code to perform a service observation of said extension line.

10. The method of claim 5, wherein sending said instructions over said packet-switch network comprises instructing said circuit-switching switch via a CTI link to perform a service observation of said extension line.

11. A method comprising:

receiving for recording or live-monitoring packets of audio of at least a portion of telephone calls being handled by a circuit-switching switch over a packet-switch network via a dedicated trunk coupled to said switch.

12. A method comprising:

receiving via a packet-switch network a CTI datum or a real-time CDR datum associated with a telephone call being handled by a circuit-switching switch coupled to said packet-switch network;

determining whether said telephone call is to be recorded by determining whether said CTI datum or said real-time CDR datum meets at least one predefined monitoring condition; and

if said telephone call is to be recorded or live-monitored, receiving audio of at least a portion of said telephone call via said packet-switch network for recording.

13. A system comprising:

a recording system coupled to a packet-switch network via a local VoIP gateway and able to receive via said local VoIP gateway audio of at least a portion of one or more telephone calls, each of said telephone calls handled by one of one or more circuit-switching switches, each of said switches coupled to said network via a respective switch VoIP gateway, and

a management unit coupled to said recording system and to said packet-switch network able to send commands over said network to each said switch VoIP gateway and to said local VoIP gateway, said. commands comprising commands enabling said audio to be sent to said recording system.

14. The system of claim 13, wherein said commands comprising commands to activate a service observation module of said switch.

15. The system of claim 13, wherein said commands comprising commands to capture audio by tapping an extension line or a trunk coupled to said switch.

16. The system of claim 13, wherein said recording system comprises live-monitoring capabilities.

17. A system comprising:

a recording system coupled to a packet-switch network and able to receive audio converted to voice packets of at least a portion of one or more telephone calls, each of said telephone calls handled by one of one or more circuit-switching switches, each of said switches coupled to said network via a respective switch VoIP gateway; and

a management unit coupled to said recording system and to said packet-switch network and able to send via commands over said network to each said switch VoIP gateway, said commands comprising commands enabling said audio to be sent to said recording system.

18. The system of claim 17, wherein said commands comprising commands to activate a service observation module of said switch.

19. The system of claim 17, wherein said commands comprising commands to capture audio by tapping an extension line or a trunk coupled to said switch.

20. The system of claim 17, wherein said recording system comprises live-monitoring capabilities.