Systems and Methods for Recording Encrypted Interactions
First Claim
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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.
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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.
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Citations
27 Claims
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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:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method for selectively recording encrypted interaction data, the method comprising the steps of:
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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. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27)
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Specification