METHOD AND APPARATUS FOR QUALITY ASSURANCE IN A MULTIMEDIA COMMUNICATIONS ENVIRONMENT
First Claim
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11. A method for use in a multimedia quality monitoring system, the method comprising:
- receiving by an event manager a first notification that a voice over Internet protocol (VoIP) communication has been routed to an agent;
selectively determining whether to instruct a VoIP recording server to record VoIP audio associated with the VoIP communication;
receiving by the event manager a second notification that a non-audio communication has been routed to the agent or to another agent; and
selectively determining whether to instruct a computer-data recording server to record digital data associated with the non-audio communication.
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Abstract
The present invention relates to a method and system for monitoring and evaluating multimedia telephonic and computer-communication interactions. The multimedia quality monitoring system may include an event manager, which may receive a notification associated with a VoIP communication between an agent and a customer and recording servers, which record data associated with the VoIP communication.
26 Citations
19 Claims
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11. A method for use in a multimedia quality monitoring system, the method comprising:
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receiving by an event manager a first notification that a voice over Internet protocol (VoIP) communication has been routed to an agent;
selectively determining whether to instruct a VoIP recording server to record VoIP audio associated with the VoIP communication;
receiving by the event manager a second notification that a non-audio communication has been routed to the agent or to another agent; and
selectively determining whether to instruct a computer-data recording server to record digital data associated with the non-audio communication. - View Dependent Claims (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 12, 13, 14, 15, 16, 17, 18, 19)
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15-1. The method of claim 11, wherein receiving the first notification comprises receiving the first notification from an application program interface (API).
Specification