Call Control Presence

• US 20080080483A1
• Filed: 12/08/2006
• Published: 04/03/2008
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Calahan, Marc, Barnes, Robert John
• Granted Patent: US 7,965,828 B2
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• 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

Included are embodiments for detecting presence in a call control protocol environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.

Claims

1. A method for detecting presence in a call control protocol environment, comprising:

subscribing to events associated with a communication system;

receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device;

determining at least one business rule associated with the communication; and

determining, based on the at least one determined business rule, whether to invoke a recording of interaction between the first communication device and the second communications device.

2. The method of claim 1, wherein the call control protocol includes Session Initiation Protocol (SIP).

3. The method of claim 1, wherein subscribing to events associated with a communications system includes subscribing to events associated with a communications device.

4. The method of claim 1, further comprising, in response to determining to invoke a recording of the interaction, invoking a recording of the interaction.

5. The method of claim 1, wherein the notification includes presence data associated with the first communication device.

6. The method of claim 1, wherein the notification includes presence data associated with the first communications device and the second communications device.

7. The method of claim 1, wherein invoking a recording includes determining at least one recorder for recording.

8. A system for detecting presence in a call control protocol environment, comprising:

a subscribing component configured to subscribe to events associated with a communication device;

a receiving component configured to receive a notification for an event, the event being associated with a communication between a first communications device and a second communications device; and

a determining component configured to determine whether to invoke a recording of the event.

9. The system of claim 8, wherein the determining component is configured to determine whether to invoke a recording of the event based on at least one business rule.

10. The system of claim 8, further comprising an invoking component configured to, in response to determining to invoke a recording of the event, invoke a recording of the event.

11. The system of claim 8, wherein the subscribing component is further configured to subscribe to events associated with a communications device.

12. The system of claim 8, wherein the notification includes presence data associated with the first communication device.

13. The system of claim 8, wherein the notification includes presence data associated with the first communications device and the second communications device.

14. The system of claim 8, wherein the notification is received in a Session Initiation Protocol (SIP) format.

15. The system of claim 8, wherein the invoking component is further configured to determine at least one recorder for recording.

16. A computer readable medium for detecting presence in a call control protocol environment, comprising:

subscribing logic configured to subscribe to events associated with a communication system;

receiving logic configured to receive a notification for an event, the event being associated with a communication between a first communications device and a second communications device; and

determining logic configured to determine whether to invoke a recording of the event.

17. The method of claim 16, wherein subscribing to events associated with a communications system includes subscribing to events associated with a communications device.

18. The computer readable medium of claim 16, further comprising invoking logic configured to, in response to determining to invoke a recording of the event, invoke a recording of the event.

19. The computer readable medium of claim 16, wherein the subscribing logic is further configured to subscribe to events associated with a communications device.

20. The computer readable medium of claim 16, wherein the notification includes presence data associated with the first communication device.

21. The computer readable medium of claim 16, wherein the notification includes presence data associated with the first communications device and the second communications device.

22. The computer readable medium of claim 16, wherein the notification is received in a Session Initiation Protocol (SIP) format.

23. The computer readable medium of claim 16, wherein the invoking logic is further configured to determine at least one recorder for recording.