SYSTEM AND METHOD FOR MAINTAINING COMMUNICATION RECORDING AUDIT TRAILS

• US 20070297577A1
• Filed: 06/26/2006
• Published: 12/27/2007
• Est. Priority Date: 06/26/2006
• Status: Abandoned Application

• Current Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Wyss, Felix Immanuel
• Application Number:
  US11/426,470
• Publication Number:
  US 20070297577A1
• Time in Patent Office: Days
• US Class Current: 379/67.1
• CPC Class Codes: H04M 1/656 for recording conversations
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A computer-implemented system and method for establishing an audit trail for a communication record in a contact center is provided. The central server maintains a log file associated with a communication record which contains a message digest, pertinent information, as well as a listing of all of the instances in which the record was accessed or changed. Additionally, the system and method implements recording access control and permissions to further ensure recording validity. When a user accesses a recording the system is automatically able to confirm the contents of the recording as original using the message digest and display each action that has been taken upon the current recording, including compression, modification, and any other associated information.

Claims

1. A method comprising the steps of:

recording a communication, having at least a first party, to create a communication recording;

establishing an electronic audit trail which corresponds to said communication recording, said audit trail stored on a server;

calculating a digest value as a function of at least a portion of said communication recording; and

recording information about at least one action executed upon said communication recording to said audit trail.

2. The method of claim 1 further comprising the step of:

providing an authorized user access to said audit trail.

3. The method of claim 2, wherein said user is authorized to view only a portion of said audit trail.

4. The method of claim 1, wherein said actions are selected from the group consisting of:

the creation of a communication recording,

the compression of a communication recording,

the play back a communication recording,

the editing of a communication recording,

the encryption of a communication recording,

the deletion of a communication recording, and

the mixing of at least two communication recordings.

5. The method of claim 4, wherein said audit trail includes information about which entity initiated at least one of said actions.

6. The method of claim 4, wherein said audit trail includes information identifying which device performed at least one of said actions.

7. The method of claim 1, wherein said audit trail includes information about said first party.

8. The method of claim 7, wherein said audit trail includes the name and contact information associated with said first party.

9. The method of claim 7, wherein said audit trail indicates if the communication of said first party is included in said communication recording.

10. The method of claim 7, wherein said audit trail includes information about at least one or more additional parties associated with said communication recording.

11. The method of claim 1, wherein said audit trail includes the start time and duration of said communication.

12. The method of claim 1, wherein said audit trail includes information identifying the recording format of said communication recording.

13. The method of claim 1, wherein said communication recording is encrypted.

14. The method of claim 13, wherein said audit trail includes information identifying the server upon which said communication recording was encrypted.

15. The method of claim 1, wherein said message digest is calculated upon the entire message.

16. The method of claim 1, wherein a plurality of digest values is created in association with segments of said communication recording.

17. The method of claim 1 further comprising the steps of:

creating a second digest value as a function of said audit trail; and

associating said communication recording and said audit trail using said digest value and said second digest value.

18. The method of claim 1, wherein said communication recording includes signaling received from a party to said communication.

19. The method of claim 1, wherein said audit trail includes meta-data associated with said communication.

20. The method of claim 19, wherein said meta-data includes a list of devices involved in processing said communication.

21. The method of claim 20, wherein said devices are identified by their associated Internet Protocol addresses.

22. The method of claim 20, wherein the plurality of operations performed by said devices is included in said list.

23. The method of claim 1, wherein said communication recording includes screen captures.

24. The method of claim 1, wherein said audit trail includes a transcript of said communication recording.

25. The method of claim 24, wherein said transcript is computer generated.

26. The method of claim 1, wherein said audit trail includes a scoring assessment of said associated communication recording.

27. The method of claim 1, wherein said communication recording is automatically subject to increased compression as it ages.

28. The method of claim 1, wherein said calculating includes utilizing a cryptographically secure message authentication code.

29. The method of claim 28, wherein said message authentication code is the SHA algorithm.

30. A computer system for providing an audit trail comprising the operations of:

receiving a plurality of communication recordings, each said communication recording having a first party; and

creating a respective audit trail for each of said communication recordings, said audit trail comprising;

a digest value calculated as a function of at least a portion of said communication recording; and

a chain of records identifying a set of actions taken on said communication recording.

31. The computer system of claim 30 further comprising the step of:

automatically confirming whether said communication recording is authentic or not based upon said digest value.

32. The computer system of claim 30, wherein said communication recording includes signaling events.

33. The computer system of claim 30, wherein said communication recording includes screen captures from said first party.

34. The computer system of claim 30, wherein said audit trail includes meta-data associated with said communication.

35. The computer system of claim 30, wherein said audit trail includes a transcript of the associated communication recording.

36. The computer system of claim 30, wherein said audit trail includes statistics based on said communication.

37. The computer system of claim 30, wherein said audit trail is encrypted.

38. A method for verifying at least a portion of a recorded communication comprising the steps of:

retrieving an audit trail corresponding to said portion, said audit trail including a first digest value;

computing a second digest value as a function of said portion;

confirming whether said portion is authentic or not by comparing said first digest value to said second digest value.

39. The method of claim 38, wherein said audit trail is linked to said portion by their respective digest values.

40. The method of claim 38, wherein said second digest value is calculated using a cryptographically secure message authentication code.

41. The method of claim 38, wherein said second digest value is computed using the SHA algorithm.

42. The method of claim 38, wherein said retrieving includes the step of:

decrypting said audit trail.