Hybrid recording of communications

• US 20070297578A1
• Filed: 06/27/2006
• Published: 12/27/2007
• Est. Priority Date: 06/27/2006
• Status: Abandoned Application

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Blair, Christopher D., Heap, Richard L., Spohrer, Dan
• Application Number:
  US11/475,683
• Publication Number:
  US 20070297578A1
• Time in Patent Office: Days
• US Class Current: 379/67.1
• CPC Class Codes: H04L 12/64 Hybrid switching systems
• CPC Class Codes: H04L 63/304 intercepting circuit switched data communications lawful interception of wireless network communications H04W12/02
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls

Abstract

Systems and methods for recording communications are provided. In this regard, a representative system incorporates recording resources and a recording controller. The recording resources are operative to record information corresponding to communications, with the communications being provided in multiple communication formats and/or involving devices and paths with varying characteristics and capabilities. The recording controller is communicatively coupled to each of the recording resources. The recording controller is operative to: monitor the communications; determine suitability and availability of the recording resources for recording the communications; analyze a recording hierarchy; and allocate at least an available one of the recording resources for recording a designated one of the communications based on the suitability and availability determined and the recording hierarchy.

Claims

1. A method for recording communications comprising:

monitoring communications;

determining availability of recording resources for recording the communications;

analyzing a recording hierarchy designating which types of recording resources have precedence over others of the recording resources; and

allocating an available one of the recording resources for recording a designated one of the communications based on the availability determined and the recording hierarchy.

2. The method of claim 1, wherein the communications are provided in multiple communication formats.

3. The method of claim 1, wherein at least some of the recording resources exhibit diverse recording capabilities with respect to others of the recording resources.

4. The method of claim 1, wherein determining availability comprises determining ability of the recording resources to record the communications.

5. The method of claim 4, wherein determining ability comprises:

attempting to record the designated one of the communications; and

determining whether the designated one of the communications was recorded during the attempting step.

6. The method of claim 1, further comprising:

recording the designated one of the communications using the available one of the recording resources.

7. The method of claim 6, further comprising:

additionally recording the designated one of the communications using another of the recording resources such that fault tolerant recording is provided.

8. The method of claim 1, further comprising:

if more communications are designated to be recorded than there are recording resources available for recording, preempting recording of at least one of the communications designated for recording.

9. The method of claim 1, wherein the recording hierarchy indicates that passive recording resources have precedence over active recording resources such that, if a passive recording resource is available for recording a communication, the passive recording resource is used.

10. The method of claim 1, wherein, in allocating an available one of the recording resources for recording, if multiple recording resources are determined to be available, a recording resource of the multiple recording resources with the lowest recording load is allocated for recording the communication.

11. The method of claim 1, wherein monitoring communications comprises receiving call control information corresponding to the communications.

13. The computer-readable medium of claim 11, wherein the computer program further comprises computer-executable instructions for performing the computer-implemented step of preempting recording of at least one of the designated communications if more communications are designated to be recorded than there are recording resources available for recording.

12. A computer-readable medium having a computer program stored thereon, the computer program comprising computer-executable instructions for performing the computer-implemented steps of:

monitoring communications provided to a contact center, the communications being provided in multiple communication formats;

determining availability of recording resources for recording the communications;

analyzing a recording hierarchy defining a recording priority based on types of recording resources for recording the communications;

selecting an available one of the recording resources for recording a designated one of the communications based on the availability determined and the recording hierarchy; and

instructing the available one of the recording resources to record the designated one of the communications.

14. The computer-readable medium of claim 12, wherein the computer program further comprises computer-executable instructions for performing the computer-implemented step of enabling the recording hierarchy to be modified by a user.

15. The computer-readable medium of claim 12, wherein allocating an available one of the recording resources for recording comprises allocating a recording resource with a lowest recording load that is available.

16. The computer-readable medium of claim 12, wherein instructing the available one of the recording resources to record comprises transmitting instructions to the allocated recording resource in the form of Internet Protocol (IP) packets.

17. A system for recording communications comprising:

recording resources operative to record information corresponding to communications; and

a recording controller communicatively coupled to each of the recording resources, the recording controller being operative to;

monitor the communications;

determine availability of the recording resources for recording the communications;

analyze a recording hierarchy designating which of the recording resources have precedence over others of the recording resources; and

allocate an available one of the recording resources for recording a designated one of the communications based on the availability determined and the recording hierarchy.

18. The system of claim 17, wherein the recording controller is further operative to preempt recording of at least one of the designated communications if more communications are designated to be recorded than there are recording resources available for recording.

19. The system of claim 17, wherein the recording hierarchy indicates that passive ones of the recording resources have precedence for recording the communications over active ones of the recording resources.

20. The system of claim 17, further comprising a standby recording controller operative to determine whether the recording controller is directing recording of the communications by the recording resources such that, if it is determined that the recording controller is not directing recording of the communications, the standby recording controller directs the recording resources to record the communications.

21. The system of claim 20, wherein, in determining whether the recording controller is directing recording of the communications, the standby recording controller is operative to receive information, provided by the recording controller, indicating that the recording controller is operating properly.

22. The system of claim 20, further comprising:

means for determining whether the recording controller is directing recording of the communications by the recording resources.

23. The system of claim 17, wherein the recording controller is operative to monitor the communications via a computer telephony interface (CTI) feed.

24. The system of claim 17, wherein the recording controller communicates with the recording resources using Internet Protocol (IP) packets.

25. The system of claim 17, wherein the recording hierarchy indicates that recording precedence is based, at least partially, on an identification of parties to a communication.