Systems and methods for modular capturing various communication signals

• US 20070237525A1
• Filed: 03/31/2006
• Published: 10/11/2007
• Est. Priority Date: 03/31/2006
• Status: Abandoned Application

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Spohrer, Dan, Dong, Thomas
• Application Number:
  US11/394,794
• Publication Number:
  US 20070237525A1
• Time in Patent Office: Days
• US Class Current: 398/98
• CPC Class Codes: H04L 65/1076 Screening of IP real time communications, e.g. spam over Internet telephony [SPIT]
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/1094 Inter-user-equipment sessions transfer or sharing
• CPC Class Codes: H04L 69/18 Multiprotocol handlers, e.g. single devices capable of handling multiple protocols
• CPC Class Codes: H04M 2207/20 hybrid systems
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Systems and methods for capturing various types of communication signals are provided. An exemplary method comprises the steps of: installing a first type of tapping devices to obtain a first type of communication signals; installing a recording system that is coupled to the first type of tapping devices; receiving of communication signals of the first type from the first type of tapping devices via the recording system; recording the first type of communication signals via the recording system; installing a second type of tapping devices, after the installation of the first type of tapping devices, to obtain a second type of communication signals; receiving of communication signals of the second type from the second type of tapping devices via the recording system; and recording the second type of communication signals via the recording system. The recordings of the first and second types of communication signal coexist on the recording system and are selectively retrievable during playback.

Claims

1. A method for capturing various types of communication signals, comprising the steps of:

installing a first type of tapping devices to obtain a first type of communication signals;

providing a recording system that is coupled to the first type of tapping devices;

receiving communication signals of the first type from the first type of tapping devices via the recording system;

recording the first type of communication signals via the recording system;

installing a second type of tapping devices, after the installation of the first type of tapping devices, to obtain a second type of communication signals;

receiving communication signals of the second type from the second type of tapping devices via the recording system; and

recording the second type of communication signals via the recording system.

2. The method as defined in claim 1, further comprising installing additional types of tapping devices to obtain additional types of communication signals.

3. The method as defined in claim 2, further comprising coupling the additional types of tapping device to the recording system.

4. The method as defined in claim 1, wherein installing the first and second types of tapping devices correspond to first and second types of communication networks, respectively.

5. The method as defined in claim 4, wherein the first and second types of communication networks use TDM telephony and voice over IP technologies, respectively.

6. The method as defined in claim 1, wherein the first and second types of communication signals include screen capture, instant message, and business data, service observation data, IP data, media data, and video conference data.

7. The method as defined in claim 6, wherein the first and second types of tapping devices include TDM trunk tap, TDM extension taps, desktops, local area networks, ACD, IP trunk taps, IP extension taps;

IP monitoring, media application server, and IP phones.

8. A system for capturing various types of communication signals, comprising:

a first type of tapping devices operative to obtain a first type of communication signals;

a second type of tapping devices operative to obtain a second type of communication signals; and

a recording system coupled to the first type of tapping devices and to the second type of tapping devices, the recording system being operative to receive and record the first and second types of communication signals obtained by the first and second types of tapping devices, respectively.

9. The system as defined in claim 8, further comprising additional types of tapping devices being installed in the company premises after the installation of the first type of tapping devices to obtain additional types of communication signals.

10. The system as defined in claim 9, wherein the additional types of tapping device being coupled to the recording system.

11. The system as defined in claim 8, wherein the first and second types of tapping devices are associated with first and second types of communication networks, respectively.

12. The system as defined in claim 11, wherein the first and second types of communication network use telephony and IP technologies, respectively.

13. The system as defined in claim 8, wherein the first and second types of communication signals include screen capture, instant message, and business data, service observation data, IP data, media data, and video conference data.

14. The system as defined in claim 13, wherein the first and second types of tapping devices include TDM trunk tap, TDM extension taps, desktops, local area networks, ACD, IP trunk taps, IP extension taps;

IP monitoring, media application server, and IP phones.

15. The system as defined in claim 8, further comprising means for receiving external call contact events associated with the communication signals.

16. The system as defined in claim 15, further comprising means for determining whether to record the communication signals based on the external call contact events.

17. A method for capturing various types of communication signals, comprising the steps of:

installing a first type of tapping devices in a first communication network to obtain a first type of communication signals in a company premises, the first type of communication network using telephony technology;

installing a recording system that is coupled to the first type of tapping devices;

recording the first type of communication signals from the first type of tapping devices via the recording system;

installing a second type of tapping devices in a second communication network in the company premises after the installation of the first type of tapping devices, the second type of tapping devices being operative to obtain a second type of communication signals in the company premises, the second communication network using IP technology; and

recording the second type of communication signals from the second type of tapping devices via the recording system.

18. The system as defined in claim 17, wherein the first type of communication signals includes TDM conversations, screen capture, instant message, business data, and service observation data, wherein the second type of communication signals includes IP conversations, media data, and video conference data.

19. The system as defined in claim 18, wherein the first type of tapping devices includes TDM trunk tap, TDM extension taps, desktops, local area networks, and ACD, wherein the second type of tapping devices includes IP trunk taps, IP extension taps;

IP monitoring, media application server, and IP phones.

20. The system as defined in claim 17, wherein the second type of tapping devices is operative to obtaining one of 32-bit and 128-bit communication formats.