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METHOD AND APPARATUS FOR QUALITY ASSURANCE IN A MULTIMEDIA COMMUNICATIONS ENVIRONMENT

  • US 20080063179A1
  • Filed: 10/15/2007
  • Published: 03/13/2008
  • Est. Priority Date: 05/09/2000
  • Status: Active Grant
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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