Advanced call center call recording, compression, storage, and retrieval method and system

• US 20050286708A1
• Filed: 06/28/2004
• Published: 12/29/2005
• Est. Priority Date: 06/28/2004
• Status: Abandoned Application

• Current Assignee: ProfitFuel, Inc. (Web.com Group, Inc.)
• Original Assignee: ProfitFuel, Inc. (Web.com Group, Inc.)
• Inventors: Slosberg, Jared Alan, Garvin, Joshua Ryan
• Application Number:
  US10/878,768
• Publication Number:
  US 20050286708A1
• Time in Patent Office: Days
• US Class Current: 379/265.07
• CPC Class Codes: H04M 1/651 with speech synthesis
• CPC Class Codes: H04M 1/658 Means for redirecting recorded messages to other extensions or equipment
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

The computer calling system disclosed enables the automated recording of voice telephone conversations in a centralized or distributed call center environment. The automated recording system is novel in that it records telephone calls locally and transfers them to a central server that provides centralized access and tracking. Voice files are recorded on the agent side of the telephone call that provides for all processing on the agents computer. Processing may include the compression of the voice file. Voice files are tracked in a centralized database and transferred to and stored on a centralized server for easier retrieval and review by a third party from a remote computer system.

Claims

1. Method for hearing and recording telephone calls comprising:

one or more agents operating at one or more agent stations recording and encoding telephone conversations;

said agent stations including a dialing device;

file name identifiers for encoded audio file stored by a centralized database;

listening station for retrieval of said encoded audio files.

2. The method for hearing and recording telephone calls of claim 1 wherein said agent station transfers encoded audio files to a centralized storage means.

3. The method for hearing and recording telephone calls of claim 1 wherein said agent stations compress the recording data file.

4. The method for hearing and recording telephone calls of claims 1, 2, and 3 wherein said file name identified or by a centralized computer.

5. The method for hearing and recording telephone calls of claim 1 wherein the dialing device is a hardware device that interfaces the computer to a standard telephone line or to a second hardware device that connects to a telephone switch over the Internet.

6. The method for hearing and recording telephone calls of claim 1 wherein the dialing device is software running on the agent'"'"'s local machine that connects, either directly or through another piece of software running on the agent'"'"'s local machine, to a telephone switch over the Internet.

7. System and method for hearing and recording calls comprising:

one or more agents located at agent stations;

said agent stations comprising data connection to computer network, telecommunication means, dialing device, call recording means, audio encoding means, and data transfer means;

said agent stations recording and encoding conversations from said telecommunication means;

file name identifiers for encoded audio files stored by a centralized database; and

a listening station comprising a data connection to said computer network and audio decoding means.

8. The system and method for hearing and recording telephone calls of claim 7 wherein said agent stations compress said audio files.

9. The system and method for hearing and recording telephone calls of claims 7 and 8 wherein said file name identifiers are provided by a centralized computer.

10. The system and method for hearing and recording telephone calls of claim 7 wherein said agent stations transfer encoded audio files to a centralized storage means.

11. The method for hearing and recording telephone calls of claim 7 wherein the dialing device is a hardware device that interfaces the computer to a standard telephone line or to a second hardware device that connects to a telephone switch over the Internet.

12. The method for hearing and recording telephone calls of claim 7 wherein the dialing device is software running on the agent'"'"'s local machine that connects, either directly or through another piece of software running on the agent'"'"'s local machine, to a telephone switch over the Internet.

13. System for hearing and recoding telephone calls from agent stations comprising:

a telephone line;

data connection to a computer network;

dialing device;

call recording means;

audio encoding means;

data transfer means;

centralized database for storage and retrieval of encoded audio files;

listening station with a data connection to said computer network and audio decoding means.

14. The system for hearing and recoding telephone calls from agent stations of claim 13 wherein said agent station provides means for the compression of said audio files.

15. The system for hearing and recording telephone calls of claim 14 wherein said file name identifiers are provided by a centralized computer.

16. The system and method for hearing and recording telephone calls of claims 13, 14 and 15 wherein said agent stations transfer encoded audio files to a centralized storage means.

17. The system for hearing and recording telephone calls of claim 14 wherein the dialing device is a hardware device that interfaces the computer to a standard telephone line or to a second hardware device that connects to a telephone switch over the Internet.

18. The system for hearing and recording telephone calls of claim 14 wherein the dialing device is software running on the agent'"'"'s local machine that connects, either directly or through another piece of software running on the agent'"'"'s local machine, to a telephone switch over the Internet.