Method and system for recording automatic call distributor calls

• US 20070036283A1
• Filed: 07/22/2005
• Published: 02/15/2007
• Est. Priority Date: 07/22/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Patel, Labhesh, Sarkar, Shantanu, Shaffer, Shmuel, Bell, Robert
• Granted Patent: US 7,848,510 B2
• Time in Patent Office: Days
• US Class Current: 379/67.100
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method for recording automatic call distributor calls includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes creating a call signature associated with the call for recording verification and recording communications of the call to a recording file. The method also includes embedding the call signature in the recording file.

Claims

1. A method for recording automatic call distributor calls, comprising:

receiving from a caller a call for distribution to one of a plurality of agents;

distributing the call to a first agent of the plurality of agents for handling;

creating a call signature associated with the call for recording verification;

recording communications of the call to a recording file; and

embedding the call signature in the recording file.

2. The method of claim 1, wherein embedding the call signature in the recording file comprises steganographically embedding the call signature in the recording file.

3. The method of claim 1, wherein the call signature is embedded in the recording file while recording the communications of the call to the recording file.

4. The method of claim 3:

wherein the recording file includes a portion of recorded call communications following the end of the embedded call signature; and

further comprising providing in the recording file an indicator to indicate the termination of the recorded call communications.

5. The method of claim 1, wherein creating a call signature associated with the call, comprises:

creating a call file comprising information associated with the call;

calculating a hash of the call file; and

encrypting the hash of the call file as the call signature.

6. The method of claim 5, wherein the information associated with the call comprises at least a call timestamp and an identification of the first agent.

7. The method of claim 5, wherein the information associated with the call comprises a certificate of a recording server used to record the call communications.

8. The method of claim 5, wherein encrypting the hash of the call file comprises encrypting the hash of the call file using a private key associated with a recording server used to record communications of the call.

9. The method of claim 1:

further comprising receiving authentication information from the caller; and

wherein creating a call signature associated with the call comprises creating a call signature using the authentication information.

10. A system for recording automatic call distributor calls, comprising:

an interface operable to receive from a caller a call for distribution to one of a plurality of agents; and

a processor coupled to the interface and operable to;

distribute the call to a first agent of the plurality of agents for handling;

create a call signature associated with the call for recording verification;

record communications of the call to a recording file; and

embed the call signature in the recording file.

11. The system of claim 10, wherein a processor operable to embed the call signature in the recording file comprises a processor operable to steganographically embed the call signature in the recording file.

12. The system of claim 10, wherein the processor is operable to embed the call signature in the recording file while recording the communications of the call to the recording file.

13. The system of claim 12, wherein:

the recording file includes a portion of recorded call communications following the end of the embedded call signature; and

the processor is further operable to provide in the recording file an indicator to indicate the termination of the recorded call communications.

14. The system of claim 10, wherein a processor operable to create a call signature associated with the call, comprises a processor operable to:

create a call file comprising information associated with the call;

calculate a hash of the call file; and

encrypt the hash of the call file as the call signature.

15. The system of claim 14, wherein the information associated with the call comprises at least a call timestamp and an identification of the first agent.

16. The system of claim 14, wherein the information associated with the call comprises a certificate of a recording server used to record the call communications.

17. The system of claim 14, wherein a processor operable to encrypt the hash of the call file comprises a processor operable to encrypt the hash of the call file using a private key associated with a recording server used to record communications of the call.

18. The system of claim 10, wherein:

the interface is further operable to receive authentication information from the caller; and

a processor operable to create a call signature associated with the call comprises a processor operable to create a call signature using the authentication information.

19. A system for recording automatic call distributor calls, comprising:

means for receiving from a caller a call for distribution to one of a plurality of agents;

means for distributing the call to a first agent of the plurality of agents for handling;

means for creating a call signature associated with the call for recording verification;

means for recording communications of the call to a recording file; and

means for embedding the call signature in the recording file.

20. The system of claim 19, wherein embedding the call signature in the recording file comprises steganographically embedding the call signature in the recording file.

21. The system of claim 19, wherein the call signature is embedded in the recording file while recording the communications of the call to the recording file.

22. The system of claim 19, wherein means for creating a call signature associated with the call, comprises:

means for creating a call file comprising information associated with the call;

means for calculating a hash of the call file; and

means for encrypting the hash of the call file as the call signature.

23. Logic embodied in a computer readable medium, the computer readable medium comprising code operable to:

receive from a caller a call for distribution to one of a plurality of agents;

distribute the call to a first agent of the plurality of agents for handling;

create a call signature associated with the call for recording verification;

record communications of the call to a recording file; and

embed the call signature in the recording file.

24. The medium of claim 23, wherein code operable to embed the call signature in the recording file comprises code operable to steganographically embed the call signature in the recording file.

25. The medium of claim 23, wherein the code is operable to embed in the recording file while recording the communications of the call to the recording file.

26. The medium of claim 23, wherein code operable to create a call signature associated with the call, comprises code operable to:

create a call file comprising information associated with the call;

calculate a hash of the call file; and

encrypt the hash of the call file as the call signature.