SYSTEM AND METHOD FOR RECORDING AND MONITORING COMMUNICATIONS USING A MEDIA SERVER

• US 20080205378A1
• Filed: 02/23/2007
• Published: 08/28/2008
• Est. Priority Date: 02/23/2007
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: O'Connor, Kevin, Snyder, Michael D., Wyss, Felix Immanuel
• Granted Patent: US 8,427,981 B2
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04L 43/12 Network monitoring probes
• CPC Class Codes: H04L 63/00 Network architectures or network communication protocols for network security cryptographic mechanisms or cryptographic arrangements for secret or secure communication H04L9/00; network architectures or network communication protocols for wireless network security H04W12/00; security arrangements for protecting computers or computer systems against unauthorised activity G06F21/00
• CPC Class Codes: H04L 63/1425 Traffic logging, e.g. anomaly detection
• CPC Class Codes: H04L 63/30 for supporting lawful interception, monitoring or retaining of communications or communication related information circuit switched telephony call monitoring H04M3/2281
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/765 intermediate
• CPC Class Codes: H04L 67/01 Protocols
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A communication system including a media server through which communication packets are exchanged for recording and monitoring purposes is disclosed. A tap is associated with each communication endpoint allowing for cradle to grave recording of communications despite their subsequent routing or branching. An incoming communication is routed to a first tap and upon selection of a receiving party; the first tap is routed to a second tap which forwards communication packets on to the receiving party. The taps may be used to forward communication packets to any number of other taps or destinations, such as a recording device, monitoring user, or other user in the form of a conference.

Claims

1. A method comprising the steps of:

receiving a notification at a first server from a first digital endpoint corresponding to a first party of a digital communication over a network;

connecting said first digital endpoint to a second server on said network using said first server;

connecting said second server to a second digital endpoint corresponding to a second party;

establishing a first communication session over said network between said first party and said second party by routing communication packets received by said second server from said first digital endpoint to said second digital endpoint and from said second digital endpoint to said first digital endpoint; and

initiating a recording or monitoring operation of at least a portion of said first communication session using said second server.

2. The method of claim 1, wherein said second server applies a transformation to at least a portion of said communication packets.

3. The method of claim 2, wherein said transformation is selected from the group consisting of decoding, encoding, error correction, loss concealment, decrypting, encrypting, delaying, re-ordering, re-packaging, compression, and decompression and gain control.

4. The method of claim 2, wherein said transformation is different for said communication packets received from said first digital endpoint then said communication packets received from said second digital endpoint.

5. The method of claim 1, wherein said second server applies a transformation to all of said communication packets.

6. The method of claim 2, wherein said recording includes said portion of said communication packets.

7. The method of claim 1, wherein said recording includes only communication packets from either said first digital endpoint or said second digital endpoint.

8. The method of claim 1, wherein said recording includes communication packets from both said first digital endpoint and said second digital endpoint.

9. The method of claim 1, wherein said second server records from said notification to disconnection of said first digital endpoint.

10. The method of claim 1, wherein said first server is an automatic call distribution system.

11. The method of claim 1, wherein said first server is an interactive voice response system.

12. The method of claim 1, wherein said digital communication is a SIP session.

13. The method of claim 1, wherein said first server is a SIP gateway.

14. The method of claim 13, wherein said first digital endpoint is a SIP enabled telephone.

15. The method of claim 14, wherein said notification is a SIP invite message.

16. The method of claim 13, wherein said second digital endpoint is a SIP enabled telephone.

17. The method of claim 13, wherein at least one of said first and second digital endpoints is associated with a contact center agent.

18. The method of claim 1, further comprising the steps of:

connecting said second server to a third digital endpoint corresponding to a third party;

establishing a second communication session over said network between said first party and said third party by routing communication packets received by said second server from said first digital endpoint to said third digital endpoint and from said third digital endpoint to said first digital endpoint; and

continuing said recording or monitoring operation on said second communication session using said second server.

19. The method of claim 18, further comprising the step of:

disconnecting said second digital endpoint from said first communication session.

20. The method of claim 1, further comprising the steps of:

forwarding said communication packets received by said second server from said first and said second digital endpoint to at least a third digital endpoint.

21. The method of claim 20, wherein said third digital endpoint is associated with a contact center supervisor.

22. The method of claim 18, wherein said third digital endpoint is a hold server providing hold audio.

23. A method comprising the steps of:

connecting a first digital endpoint corresponding to a first party to a first tap on a media server over a digital network;

replicating the communication packets received by said first tap and forwarding said communication packets to at least a first recording or monitoring device;

establishing a first communication session over said network between said first party and said second party by routing communication packets from said first digital endpoint received by said first tap to said second digital endpoint and from said second digital endpoint through said first tap to said first digital endpoint without interrupting said forwarding.

24. The method of claim 23, further comprising the step of:

connecting a second digital endpoint corresponding to a second party to a second tap on said media server over said digital network.

25. The method of claim 24, wherein said communication packets are routed from said first digital endpoint through said first tap and said second tap to said second digital endpoint and by said second tap through said second tap and said first tap to said first digital endpoint.

26. The method of claim 25, further comprising the step of:

removing said second party from said communication session by ceasing said routing;

connecting a third digital endpoint corresponding to a third party to a third tap on a media server over a digital network;

establishing a second communication session over said network between said first party and said third party by routing communication packets received by said first tap to through said third tap to said third digital endpoint and by said third tap through said first tap to said first digital endpoint without interrupting said forwarding.

27. The method of claim 26, wherein said third digital endpoint is a hold server.

28. The method of claim 27, wherein said hold server provides hold audio.

29. The method of claim 23, further comprising the step of:

terminating said first communication session without interrupting said forwarding.

30. The method of claim 25, further comprising the step of:

connecting a third digital endpoint corresponding to a third party to a third tap on a media server over a digital network;

adding said third party to said first communication session by routing communication packets received by said first tap and said second tap through said third tap to said third digital endpoint and by said third tap through said first and said second taps to said first and said second digital endpoints respectively without interrupting said forwarding.

31. The method of claim 23, wherein said monitoring device is a digital endpoint associated with a contact center supervisor.

32. The method of claim 23, wherein said recording device is a storage device.

33. The method of claim 23, wherein said file server stores said communication packets to a file.

34. The method of claim 33, wherein said file is encrypted.

35. The method of claim 33, wherein said file is compressed.

36. The method of claim 33, wherein said file includes meta-data associated with said communication packets.

37. The method of claim 23, wherein each of said digital endpoints is a SIP endpoint.

38. A system comprising:

a digital communication network;

a first digital endpoint connected to said network;

a second digital endpoint connected to said network;

a media server connected to said network, said media server operable to associate a first tap with said first digital endpoint, receive communication packets from said first digital endpoint, replicate said communication packets, and route said communication packets to said second digital endpoint; and

a file server suitable for receiving and storing said replicated packets from said media server or a third digital endpoint suitable for receiving and playing said replicated packets from said media server.