Systems and Methods for Recording Encrypted Interactions

• US 20080052535A1
• Filed: 06/30/2006
• Published: 02/28/2008
• Est. Priority Date: 06/30/2006
• Status: Abandoned Application

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Calahan, Marc Adam, Spohrer, Daniel Thomas
• Application Number:
  US11/428,239
• Publication Number:
  US 20080052535A1
• Time in Patent Office: Days
• US Class Current: 713/193
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• 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

Systems and methods for selectively recording encrypted contact center interactions based upon characteristics associated with the interaction, a contact center, or a recording module.

Claims

1. A system for selectively recording from among a plurality of encrypted data streams, the encrypted data streams comprising contact center interactions, the system comprising:

a switch interface configured to be coupled to a protocol switch and to receive an interaction setup signal, wherein the interaction setup signal is configured to setup an encrypted interaction between a contact and an agent, the encrypted interaction comprising incoming and outgoing encrypted data streams;

a recording module configured to receive the interaction setup signal from the protocol switch, wherein the interaction setup signal begins a connection process operable to connect the recording module to the contact and the agent via the switch interface, enabling the recording module to receive and record the incoming and outgoing encrypted data streams;

selective recording logic coupled to the switch interface and the recording module, and configured to determine whether to record the interaction, the selective recording logic being further configured to enable or disable the recording logic based upon the determination.

2. The system of claim 1, wherein the system is conferenced to the call as a silent party to the interaction.

3. The system of claim 1, wherein the selective recording logic is configured to enable the recording module to record encrypted interactions that occur during a scheduled recording time.

4. The system of claim 3, wherein the scheduled recording time occurs during a period of high call volume.

5. The system of claim 1, wherein the selective recording logic is configured to enable the recording module to record encrypted interactions based upon the application of one or more predefined rules.

6. The system of claim 5, wherein the rules comprise recording an interaction based upon the occurrence of a CTI event during the interaction.

7. The system of claim 5, wherein the rules comprise recording an interaction based upon the occurrence of a speech event during the interaction.

8. The system of claim 1, wherein the recording module is configured to buffer an interaction until completion of the interaction, thereafter discarding the buffer if the selective recording logic has not enabled the recording module to record the interaction.

9. The system of claim 1, wherein the selective recording logic is configured to enable the recording module to record incoming and outgoing encrypted data streams based upon a storage request received from an agent.

10. The system of claim 9, wherein the agent is one or more of a data server, an application server, or a human contact.

11. The system of claim 1, further comprising an encryption key memory configured to receive and store an encryption key information received associated with the interaction setup signal, the encryption key information enabling a decryption engine to decrypt the incoming and outgoing encrypted data streams.

12. The system of claim 1, wherein the incoming and outgoing encrypted data streams are linked using associated CTI information prior to recording.

13. The system of claim 1, wherein recorded encrypted interactions comprise associated CTI information, and the recorded encrypted interactions can be searched based upon specified CTI search parameters.

14. The system of claim 1, further comprising means for delaying a connection to the agent until after a connection to the recording module has been completed.

15. A method for selectively recording encrypted interaction data, the method comprising the steps of:

receiving an interaction setup signal at a recording device, the interaction setup signal comprising a connection request to set up an encrypted interaction between a contact and an agent, wherein the encrypted interaction comprises incoming and outgoing encrypted interaction data;

connecting to the contact and the agent;

receiving the incoming and outgoing encrypted interaction data;

examining information associated with the interaction setup signal;

determining whether to record the encrypted interaction based upon examination of the information associated with the interaction setup signal; and

recording the incoming and outgoing encrypted interaction data based upon the determination.

16. The method of claim 15, further comprising linking the recorded incoming and outgoing encrypted interaction data based upon CTI information associated with the data.

17. The method of claim 15, wherein recording device receives the encrypted interaction as a silent party to the interaction

18. The method of claim 15, wherein the determination of whether to record an interaction is based upon recording encrypted interactions that occur during a scheduled recording time.

19. The method of claim 18, wherein the scheduled recording time occurs during a period of high call volume.

20. The method of claim 15, wherein the determination of whether to record an interaction is based upon the application of one or more predefined rules.

21. The method of claim 20, wherein the rules comprise recording an encrypted interaction based upon the occurrence of one or more CTI events during the interaction.

22. The method of claim 20, wherein the rules comprise recording an interaction based upon the occurrence of a speech event during the interaction.

23. The method of claim 15, further comprising the step of buffering the encrypted interaction until the encrypted interaction is complete, thereby enabling the recording of a complete encrypted interaction in the event that the determination to record the encrypted interaction is not made until after the encrypted interaction has begun.

24. The method of claim 15, wherein the determination of whether to record an interaction is based upon a storage request received from an agent.

25. The method of claim 24, wherein the agent is one or more of a data server, an application server, or a human contact.

26. The method of claim 15, further comprising:

receiving encryption key information associated with the interaction setup signal; and

storing the encryption key information in an encryption key information memory;

wherein the encryption key information enables a decryption engine to decrypt the incoming and outgoing encrypted data streams.

27. The method of claim 15, wherein recorded encrypted interactions comprise associated CTI information, the method further comprising:

searching from among a plurality of recorded encrypted interactions based upon specified CTI search parameters;

receiving a list of search results for matching recorded encrypted interactions;

receiving a selection of one of the list of search results;

decrypting the selected recorded encrypted interaction;

replaying the decrypted interaction to a user.