Systems and Methods for Recording in a Contact Center Environment

• US 20080080685A1
• Filed: 03/29/2007
• Published: 04/03/2008
• Est. Priority Date: 09/29/2006
• Status: Abandoned Application

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Calahan, Marc, Dong, Thomas, Williams, Jamie, Barnes, Robert
• Application Number:
  US11/692,983
• Publication Number:
  US 20080080685A1
• Time in Patent Office: Days
• US Class Current: 379/112.05
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP

Abstract

Systems and methods for recording in a customer center environment are provided. In this regard, a representative method comprises: receiving data related to a communication; communicating with a recording system to determine the processing capabilities of the recording system; determining whether to adjust packet size of the data based on the processing capabilities of the recording system; responsive to determining that the packet size is to be adjusted, adjusting the packet size of the data based on the processing capabilities of the recording system; and transmitting the data with the adjusted packet size to the recording system.

Claims

1. A method for recording in a customer center environment, comprising:

receiving data related to a communication;

communicating with a recording system to determine the capabilities of the recording system;

determining whether to adjust a packet size of the data based on the processing capabilities of the recording system;

responsive to determining that the packet size is to be adjusted, adjusting the packet size of the data based on the processing capabilities of the recording system; and

transmitting the data with the adjusted packet size to the recording system.

2. The method of claim 1, further comprising obtaining information associated a customer center communications infrastructure, the information relating to transmission bandwidth of a communications network associated with the recording system.

3. The method of claim 2, wherein adjusting the packet size of the data is further based on the transmission capabilities of the communications network, the transmission capabilities relating to at least one of network usage and network traffic.

4. The method of claim 2, further comprising:

determining whether to perform at least one of the following;

changing a codec type of the data and mixing media streams of the data into a single stream based on the transmission capabilities of the communications network;

responsive to determining that the codec type is to be changed, changing the codec type of the data based on the transmission capabilities of the communications network; and

responsive to determining that the media streams are to be mixed, mixing the media streams into the single stream based on the transmission capabilities of the communications network.

5. The method of claim 1, further comprising:

determining whether to perform at least one of the following;

changing the codec type of the data based on whether the recording system is operative to process the changed codec type and mix media streams of the data into a single stream based on a business policy;

changing the codec type of the data; and

responsive to determining that the media streams are to be mixed, mixing the media streams into the single stream based on the business policy.

6. The method of claim 1, wherein communicating with a recording system to determine the processing capabilities of the recording system includes communicating with at least one of the following:

a conference bridge, a duplicate media device, and a store-forward device.

7. The method of claim 6, further comprising determining whether telephony components are operable to perform at least one of the following:

adjust the packet size of the communications data, change the codec type of the communications data, and mix at least two media streams associated with the communications data into one stream, the telephony components that transmit communications data to the conference bridge including agent phones and voice gateway, the telephony components that transmit communications data to the DMS device including agent phones, media communication device, voice gateway and customer phones, the telephony components that transmit communication data to the store-forward device including agent phones, voice gateway and media application server.

8. The method of claim 7, further comprising requesting the telephony components to either adjust the packet size of the communications data, change the codec type of the communications data, or mix at least two media streams associated with the communications data into one stream.

9. The method of claim 7, further comprising responsive to determining that the telephony components do not have the capabilities, receiving the communications data from the telephony components and using at least one of the conference bridge, duplicate media device, and store-forward device to perform at least one of the following:

adjust the packet size of the communications data, change the codec type of the communications data, and mix at least two media streams associated with the communications data into one stream.

10. The method of claim 1, further comprising:

configuring manually the telephony components related to conferencing, duplicate media streaming, and/or storing-forwarding to increase or decrease the packet size and change the codec type of the communications data before the communications data.

11. A system for recording communications at customer center environment, comprising:

a recording system coupled to a network records communications data; and

a telephony component operable to communicate with the recording system to determine processing capabilities of the recording system, the telephony component being further operable to determine whether to adjust packet size of the data based on the processing capabilities of the recording system, responsive to determining that the packet size is to be adjusted, the telephony component being further operable to receive the communications data and adjust the packet size of the data based on the processing capabilities of the recording system, the telephony component being further operable to transmit the communications data with the adjusted packet size to the recording system.

12. The system of claim 11, wherein the telephony component includes a device with SPAN features, a soft phone and an IP phone, the telephony component being operable to obtain information associated with the transmission bandwidth of a communications network associated with the recording system.

13. The system of claim 12, wherein the telephony component is further operable to adjust the packet size of the data based on the transmission capabilities of the communications network.

14. The system of claim 12, wherein the telephony component is further operable to determine whether to perform at least one of the following:

changing the codec type of the data and mixing media streams of the data into a single stream based on the transmission capabilities of the communications network;

responsive to determining that the codec type is to be changed, changing the codec type of the data based on the transmission capabilities of the communications network; and

responsive to determining that the media streams are to be mixed, mixing the media streams into the single stream based on the transmission capabilities of the communications network.

15. The system of claim 11, wherein the telephony component is further operable to:

determine whether to perform at least one of the following;

changing the codec type of the data based on whether the recording system is operative to process the codec type and mix media streams of the data into a single stream based on a business policy;

changing the codec type of the data; and

responsive to determining that the media streams are to be mixed, mixing the media streams into the single stream based on the business policy.

16. A media processing and distributing device for facilitating a recording in a customer center environment, comprising:

logic for receiving data related to a communication;

logic for communicating with a recording system to determine the processing capabilities of the recording system;

logic for determining whether to adjust packet size of the data based on the processing capabilities of the recording system;

logic for responsive to determining that the packet size is to be adjusted, adjusting the packet size of the data based on the processing capabilities of the recording system; and

logic for transmitting the data with the adjusted packet size to the recording system.

17. The media processing and distributing device of claim 16, further comprising logic for obtaining information associated with the transmission bandwidth of a communications network associated with the recording system.

18. The media processing and distributing device of claim 17, wherein the logic for adjusting the packet size of the data is further based on the transmission capabilities of the communications network.

19. The media processing and distributing device of claim 16, further comprising logic for:

determining whether to change the codec type of the data based on whether the recording system is operative to process the codec type; and

changing the codec type of the data.

20. The media processing and distributing device of claim 16, further comprising logic for:

determining whether to mix media streams of the data into a single stream based on a business policy; and

responsive to determining that the media streams are to be mixed, mixing the media streams into the single stream based on the business policy.

21. The media processing and distributing device of claim 16, wherein the media processing and distributing device includes a conference bridge, duplicate media device, and store-forward device.

22. The media processing and distributing device of claim 21, wherein at least one of the conference bridge, duplicate media device, and store-forward device is operable to determine whether telephony components are operable to perform at least one of the following:

adjust the packet size of the communications data, change the codec type of the communications data, and mix at least two media streams associated with the communications data into one stream, the telephony components that transmit communications data to the conference bridge including agent phones and voice gateway, the telephony components that transmit communications data to the DMS device including agent phones, media communication device, voice gateway and customer phones, the telephony components that transmit communication data to the store-forward device including agent phones, voice gateway and media application server.

23. The media processing and distributing device of claim 22, wherein at least one of the conference bridge, duplicate media device, and store-forward device is operable to either request the telephony components to either adjust the packet size of the communications data, change the codec type of the communications data, or mix at least two media streams associated with the communications data into one stream.

24. The media processing and distributing device of claim 22, wherein responsive to determining that the telephony components do not have the capabilities, at least one of the conference bridge, duplicate media device, and store-forward device is further operable to receive the communications data from the telephony components and modify the communications data by way of the one of the following:

adjust the packet size of the communications data, change the codec type of the communications data, and mix at least two media streams associated with the communications data into one stream.

25. A method for recording a communication at a customer center environment comprising:

communicating with a telephony component in a communications network associated with a recording system to determine the telephony components capabilities;

determining whether the telephony component can modify the communications data associated with the communication based on the capabilities of the telephony component;

responsive to determining that the telephony component has the capabilities, transmitting instructions to the telephony component to modify the communications data based on the capabilities of the telephony components;

receiving the modified communications data from the telephony component; and

recording the received communications data.

26. The method of claim 25, further comprising instructing the telephony component to perform one of the following:

adjust packet size of the data based on the capabilities of the telephony component, change the codec type of the data, and mix at least two streams of the data into a single stream.

27. The method of claim 25, further comprising obtaining information associated with the transmission bandwidth of a communications network associated with the recording system.

28. The method of claim 27, further comprising instructing to the telephony component to adjust the packet size of the data based on the transmission capabilities of the communications network.

29. The method of claim 25, wherein communicating with the telephony component is achieved by way of one of a soft switch and a proxy server.

30. A method for recording in a customer center environment, comprising:

receiving data related to a communication;

communicating with a recording system to determine the capabilities of the recording system;

determining whether to adjust a packet size of the data based on a customer center communications infrastructure;

responsive to determining that the packet size is to be adjusted, adjusting the packet size of the data based on the customer center communications infrastructure; and

transmitting the data with the adjusted packet size to the recording system.

31. The method of claim 30, further comprising obtaining information associated the customer center communications infrastructure, the information relating to at least one of transmission bandwidth, bandwidth allocation, network usage and network traffic.

32. The method of claim 30, further comprising adjusting the packet size of the data based on at least one of predetermined time, predetermined bandwidth, and predetermined packet size.