METHOD AND SYSTEM FOR MONITORING AND RECORDING VOICE FROM CIRCUIT-SWITCHED SWITCHES VIA A PACKET-SWITCHED NETWORK

• US 20080212571A1
• Filed: 02/04/2008
• Published: 09/04/2008
• Est. Priority Date: 12/12/2000
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Halbraich, Eran, Yosef, Ilan, Ilan, Tomer
• Granted Patent: US 8,094,786 B2
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04L 65/103 in the network
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1095 Inter-network session transfer or sharing
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/762 at the source reformatting of additional data in video distribution servers H04N21/2355
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/1205 where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks

Abstract

Some embodiments of the present invention are directed to a method and system for monitoring and recording voice from circuit-switched switches via a_packet-switched network. A circuit-switched or VoIP recording system may record and/or live-monitor telephone calls by trunk and/or extension tapping over a packet-switched network. Alternatively, a circuit-switched or VoIP recording system may record and/or live-monitor telephone calls over a packet-switched network by activating the service observation feature of the circuit-switched switch either by feature code dialing or a computer telephony integration (CTI) link command.

Claims

1. A method for monitoring telephone calls of agents handled by a circuit-switching switch, the method comprising:

receiving by a recording system via a packet-switch network a computer telephony integration (CTI) datum associated with a telephone call handled by the circuit-switching switch; and

selectively receiving by the recording system via the packet-switch network at least a portion of the telephone call if the CTI datum meets at least one predefined monitoring condition.

2. The method of claim 1 comprising:

recording at least the portion of the telephone call.

3. The method of claim 1 comprising:

performing live-monitoring of at least the portion of the telephone call.

4. The method of claim 1 comprising:

sending instructions over the packet-switch network to tap an extension line coupled to the circuit-switching switch; and

receiving, over the packet-switch network, audio data of telephone calls delivered over the extension line.

5. The method of claim 1 comprising:

sending instructions over the packet-switch network to tap a trunk coupled to the circuit-switching switch; and

receiving, over the packet-switch network, audio data of telephone calls delivered over the trunk.

6. The method of claim 1 comprising:

sending instructions over the packet-switch network to observe an extension line coupled to the circuit-switching switch; and

receiving, over the packet-switch network, telephone calls delivered over the extension line.

7. The method of claim 6, wherein sending the instructions comprises dialing via the packet-switch network a code to perform a service observation of the extension line.

8. The method of claim 6, wherein sending said instructions comprises instructing the circuit-switching switch to perform a service observation of the extension line using a CTI link.

9. The method of claim 1 further comprising:

sending instructions from the recording system to the circuit-switching switch to deliver the packets of audio to a first voice over internet protocol (VoIP) telephony gateway coupled to the switch; and

sending instructions from the recording system to the first VoIP telephony over the packet-switch network and to a second VoIP telephony gateway coupled to the recording system to enable transmission of the packets of audio

10. A method for monitoring telephone calls of agents handled by a circuit-switching switch, the method comprising:

receiving by a recording system via a packet-switch network a real-time call detailed record (CDR) datum associated with a telephone call handled by the circuit-switching switch; and

selectively receiving by the recording system via the packet-switch network at least a portion of the telephone call if the CDR datum meets at least one predefined monitoring condition.

11. The method of claim 10 comprising:

recording at least the portion of the telephone call.

12. The method of claim 10 comprising:

performing live-monitoring of at least the portion of the telephone call.

15. The method of claim 10 comprising:

sending instructions over the packet-switch network to tap a trunk coupled to the circuit-switching switch; and

receiving, over the packet-switch network, audio data of telephone calls delivered over the trunk.

16. The method of claim 10 comprising:

sending instructions over the packet-switch network to observe an extension line coupled to the circuit-switching switch; and

receiving, over the packet-switch network, telephone calls delivered over the extension line.

17. The method of claim 16, wherein sending the instructions comprises dialing via the packet-switch network a code to perform a service observation of the extension line.

18. The method of claim 16, wherein sending said instructions comprises instructing the circuit-switching switch to perform a service observation of the extension line using a CTI link.

19. The method of claim 10 further comprising:

sending instructions from the recording system to the circuit-switching switch to deliver the packets of audio to a first voice over internet protocol (VoIP) telephony gateway coupled to the switch; and

sending instructions from the recording system to the first VoIP telephony over the packet-switch network and to a second VoIP telephony gateway coupled to the recording system to enable transmission of the packets of audio

13. The method of claim 14 comprising:

sending instructions over the packet-switch network to tap an extension line coupled to the circuit-switching switch; and

receiving, over the packet-switch network, audio data of telephone calls delivered over the extension line.