Routine communication sessions for recording
First Claim
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1. A method for recording a communication session between a customer and an agent, comprising the steps of:
- routing by a customer center communication system a media stream associated with a communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies;
receiving the media stream associated with the communication session from the customer center communication system; and
recording the received media stream.
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Abstract
Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.
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Citations
31 Claims
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1. A method for recording a communication session between a customer and an agent, comprising the steps of:
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routing by a customer center communication system a media stream associated with a communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A system for recording a communication session between a customer and an agent, comprising:
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a customer center communication system having a communication component, the communication component being operative to route a media stream associated with a communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; and a recording system being operative to receive the media stream over the network and record the received media stream. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30)
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31. A system for recording a communication session between a customer and an agent, comprising:
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a customer center communication system having a communication component, the communication component being operative to route a media stream associated with a communication session over a network based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; a proxy server being operative to receive the media stream based on the information corresponding to the routing criteria and determine whether to record the media stream, responsive to the determination, the proxy server being operative to transmit instructions to the customer center communication system to duplicate the media stream and transmit the duplicated media stream over the network; and a recording system being operative to receive and record the duplicated media stream over the network.
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Specification