Integrating Mobile Device Based Communication Session Recordings

• US 20080293396A1
• Filed: 05/23/2007
• Published: 11/27/2008
• Est. Priority Date: 05/23/2007
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Barnes, Robert John
• Granted Patent: US 8,320,886 B2
• Time in Patent Office: Days
• US Class Current: 455/418
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656

Abstract

Mobile device based communication sessions are recorded and communicated via a receiver to a session data manager. The session data manager processes received representations of the communication sessions in response to metadata generated on the mobile device. In some embodiments, the session data manager is coupled to a data store that indexes the representations. A server identifies and forwards a stored representation in response to a request from a requester with appropriate access privileges.

Claims

1. A system for integrating mobile device based communication sessions, comprising:

a receiver configured to receive a representation of a communication session wherein at least one person participating in the communication session is using a mobile device;

a session data manager coupled to the receiver, the session data manager configured to process the representation of the communication session in accordance with a parameter associated with the representation; and

a server coupled to the session data manager, the server configured to communicate the representation in response to a request.

2. The system of claim 1, wherein the communication session is selected from the group consisting of an instant message, a text message, an image, video absent sound, video with sound and a voice-based conversation.

3. The system of claim 1, wherein the representation comprises metadata generated on the mobile device.

4. The system of claim 3, wherein the metadata is responsive to an operator input entered via the mobile device.

5. The system of claim 1, wherein the session data manager is further configured to cache the representation.

6. The system of claim 1, wherein the session data manager is further configured to direct a transfer of the representation to a data store.

7. The system of claim 6, wherein the transfer includes information that associates the representation with at least one participant, a representation type, time, location or subject.

8. The system of claim 6, wherein the data store is responsive to metadata associated with the representation.

9. The system of claim 6, wherein the data store arranges the representation in response to an index.

10. The system of claim 1, further comprising:

an automated performance manager configured to receive information responsive to an identified operator of the mobile device.

11. The system of claim 10, wherein the automated performance manager is configured to generate at least one score.

12. The system of claim 1, wherein the server is configured to communicate information to a client capable of generating a graphical-user interface that enables a user with access credentials to retrieve a desired representation.

13. A method for integrating mobile device based communication sessions, comprising:

configuring a receiver to receive a representation of a communication session recorded on a mobile device; and

processing the representation in accordance with metadata associated with the representation and communicated from the mobile device.

14. The method of claim 13, wherein configuring a receiver comprises receiving a communication session selected from the group consisting of an instant message, a text message, an image, a video segment absent sound, a video segment with sound and a voice-based conversation.

15. The method of claim 13, wherein configuring a receiver comprises receiving metadata from the mobile device.

16. The method of claim 13, further comprising:

providing at least one of a data network, a wired connection, or a wireless connection.

17. The method of claim 16, further comprising:

communicating the representation via one or more of a file transfer, electronic mail, or wireless protocols.

18. The method of claim 16, further comprising:

communicating an acoustic translation of the representation to a voicemail system.

19. The method of claim 13, further comprising:

providing a server that identifies and communicates a select communication session in response to a request.

20. The method of claim 13, wherein processing comprises at least one of identifying, storing and indexing.

21. A method for recording communication sessions, comprising:

configuring a mobile communication device with a memory for storing a representation of a communication session processed via the mobile communication device; and

selectively storing the representation on the mobile device in accordance with at least one condition identified in a policy.

22. The method of claim 21, wherein configuring a mobile communication device with a memory for storing a representation of a communication session further comprises receiving a communication session selected from the group consisting of an instant message, a text message, an image, a video segment absent sound, a video segment with sound and a voice-based conversation.

23. The method of claim 21, wherein configuring a mobile communication device with a memory for storing a representation of a communication session further comprises providing an application configured to apply the policy.

24. The method of claim 23, wherein providing an application configured to apply the policy further comprises providing an application that uses location information to enforce a notification.

25. The method of claim 21, wherein configuring a mobile communication device with a memory for storing a representation of a communication session further comprises providing an application configured to generate metadata responsive to the communication session.

26. The method of claim 21, wherein configuring a mobile communication device with a memory for storing a representation of a communication session further comprises providing an application configured to generate metadata responsive to at least one condition of the mobile communication device.

27. The method of claim 21, wherein configuring a mobile communication device with a memory for storing a representation of a communication session further comprises providing an application configured to use presence of an identified party in applying the policy.

28. The method of claim 21, wherein configuring a mobile communication device with a memory for storing a representation of a communication session further comprises providing an application configured to associate disparate data types.