Call recording platform

• US 20060198504A1
• Filed: 01/20/2006
• Published: 09/07/2006
• Est. Priority Date: 01/21/2005
• Status: Abandoned Application

• Current Assignee: Accurate Always, Inc.
• Original Assignee: Accurate Always, Inc.
• Inventors: Shemisa, Yousef O., Shemisa, Kate Haley, Codrean, Mihai
• Application Number:
  US11/336,048
• Publication Number:
  US 20060198504A1
• Time in Patent Office: Days
• US Class Current: 379/201.02
• 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 3/42314 in private branch exchanges
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

The invention provides a digital voice recording platform that is used for live monitoring of calls, voice logging, incident reconstruction, compliance and liability reduction. The call recording platform is a fully fault tolerant system comprised of industrial grade single board (blade) computers. The call recording platform is provided for digital voice recording, supporting both digital and analog interfaces, all major proprietary PBX systems and providing support for VoIP. The platform makes intelligent use of call triggers, automatically responding to line signaling events to capture all of the associated call data. The platform provides access to a customizable variety of call recording options and modalities, a fast and effective search, and full archiving capabilities and management. At any time, a user can annotate or email a call, create custom search fields, track a case or customer, or burn an archive of recorded calls. As a LAN/WAN based server system, the platform provides seamless call data access from any networked client workstation.

Claims

1. A digital voice recording platform for live monitoring of calls, voice logging, incident reconstruction, compliance, and liability reduction, comprising:

a LAN/WAN based server system for providing call data access from at least one networked client workstation;

said system comprising any of digital and analog interfaces, and support for any of PBX systems and VoIP;

means within or associated with said system for detecting call triggers to automatically respond to line signaling events to capture associated call data;

means within or associated with said system for providing a plurality of call recording options and modalities;

search means within or associated with said system for accessing said associated call data;

means within or associated with said system for archiving and management of said associated call data; and

means within or associated with said system for allowing a user to perform any of annotating or emailing a call, creating custom search fields, tracking a case or customer, or burning an archive of recorded calls.

2. The platform of claim 1, said client workstation comprising:

a viewer comprising an intuitive graphical user interface (GUI) for agents and supervisors, said viewer providing any of a local or remote TCP/IP interface for business rules and user administration, call data retrieval and search, record annotation, playback, monitoring, and transcription of calls.

3. The platform of claim 1, further comprising:

an interface for a systems administrator to configure said server system, said interface comprising full catalog data management controls and allowing administration of server system preferences (settings).

4. The platform of claim 1, further comprising:

a server core module for providing an interface for any of IP network and telephony/radio hardware, and for enabling call data logging to a database manager, said server core module monitoring and handling media recording and online volume data, as well as managing archived catalogs in a database and handling archive creation.

5. The platform of claim 1, further comprising:

a user scheme, in which users are assigned a role that is governed by a list of rules that permit each user to perform certain tasks and access information, wherein each user is assigned a role by a user having an administrator role;

wherein primary roles comprise any of;

Basic User;

Supervisor;

Manager;

Archive Operator; and

Administrator.

6. The platform of claim 1, wherein users are assigned to groups which each comprise a set of users;

and wherein according to user role status and permissions that it allows, a user is allowed to live monitor, record, comment, or search, review and playback calls that are received by the user'"'"'s group.

7. The platform of claim 2, said viewer comprising a window having a plurality of tabs that group related tasks together to allow a user to conveniently and quickly capture, monitor, retrieve, and review vital data.

8. The platform of claim 7, said viewer further comprising:

a select server menu that, when expanded, provides a list of servers on the network.

9. The platform of claim 7, said viewer comprising any of the following tabs:

Search, Review, and Playback;

Monitor and Record on Demand;

Manage Archives;

Set Preferences;

Build Reports;

Administration; and

Help.

10. The platform of claim 7, wherein when a user logs in, a user profile and user role is communicated to said viewer;

wherein said viewer only shows tabs that are available to said user'"'"'s user group; and

wherein call records that a user has access to varies by user role status and group membership.

11. The platform of claim 1, said search means further comprising:

means for allowing a user to search for recorded calls conveniently, and with a level of granularity that is desired by said user;

wherein said user can search for calls to review and playback any time that said user has a search, review, and playback tabbed interface open.

12. The platform of claim 11, further comprising any of:

a quick search menu, and an expert search menu that allows a user to query a database for records that fit a more detailed criteria than that available using a quick search.

13. The platform of claim 11, wherein said viewer returns all call records that match search criteria;

wherein said call records are returned in a results grid that provides vital data about a call, at-a-glance;

wherein said results comprise any of the following;

Agent ID and Agent Name;

Basic User;

Group;

Start Time;

End Time;

Start Date;

End Date;

Extension;

Automatic number identification;

Dialed number identification service;

Direction, incoming or outgoing call;

Channel;

Source; and

Flagged.

14. The platform of claim 2, said viewer further comprising:

a playback area for displays a graphical representation of call data and for providing information about a selected record'"'"'s start and end time;

wherein upon clicking play, a user can watch a playback progress in a current position field, as well as watching graphical call data progress.

15. The platform of claim 1, further comprising:

means within or associated with said system for providing a multi play function that allows a user to play a plurality of synchronized call records at the same time.

16. The platform of claim 2, said viewer further comprising:

an audio editor for editing a call.

17. The platform of claim 2, said viewer further comprising:

a call detail view that provides all call data and fields for augmenting call record data.

18. The platform of claim 2, said viewer further comprising:

an annotation detail for annotating call.

19. The platform of claim 1, further comprising:

means within or associated with said system for live monitoring of a call that is in progress, whether or not it is currently being recorded.

20. The platform of claim 1, further comprising:

means within or associated with said system for commenting a call quickly while a user is monitoring and recording the call to share up to the minute vital call data across the network.

21. The platform of claim 1, further comprising:

means within or associated with said system for providing periodic reports to get regular analytics for a call center.

22. The platform of claim 1, further comprising:

administration means within or associated with said system for creating, editing, assigning, and deleting recording schedules;

wherein a recording schedule comprises a rule that tells the platform when to record on a given day;

wherein a recording schedule can be applied to one, many, or to all days;

wherein a user can assign more than one recording schedule to a day.

23. The platform of claim 1, further comprising:

means within or associated with said system for assigning user rights and add, edit, delete, or modify permissions on a group-by-group basis.