System and method for transferring interaction metadata messages over communication services

• US 20090028132A1
• Filed: 07/24/2007
• Published: 01/29/2009
• Est. Priority Date: 07/24/2007
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Weiss, Shay, Margolis, Stas, Zeev, Noam Ben, Portman, Leon
• Granted Patent: US 8,743,867 B2
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04M 3/42025 Calling or Called party identification service
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements

Abstract

System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services.

Claims

1. A system within a telephony-recording environment, the system comprising:

a recording system; and

a plurality of network end points, each of said end points able to transmit interaction metadata messages to the recording system using a light-weight interaction metadata protocol over a plurality of communication services.

2. The system of claim 1 wherein said interaction metadata messages awn computer telephony integration (CTI) messages and wherein said light-weight interaction metadata protocol is a light-weight CTI protocol.

3. The system of claim 1 further comprising:

a central network device to transmit interaction metadata messages directly to the recording system.

4. The system of claim 1, wherein the network end points comprise telephone devices, gateways, an interactive voice response server or computers.

5. The system of claim 3, wherein the central network device is a packet telephony switch or a CTI server.

6. The system of claim 1, wherein said communication services are session initiation protocol, hypertext transfer protocol or web service.

7. The system of claim 2, wherein said CTI messages comprise CTI information associated with the status of said network end points

8. The system of claim 2, wherein said light-weight CTI messages comprise a plurality of states of said network end points.

9. The system of claim 2, wherein said light-weight CTI messages being defined by an extensible markup language.

10. The system of claim 2, wherein said CTI messages comprise an identifier to define the content of said messages.

11. The system of claim 2, wherein the network edge points ale able to establish a communication connection with the recording system.

12. A method for transmitting interaction metadata messages comprising:

transmitting interaction metadata messages from one or more network end points to a recording system using a light-weight interaction metadata protocol over one or mote communication services.

13. The method of claim 12 wherein said interaction metadata messages are computer telephony integration (CTI) messages and wherein said light-weight interaction metadata protocol is a light-weight CTI protocol.

14. The method of claim 12 further comprising:

transmitting interaction metadata messages from a central network device to the recording system.

15. The method of claim 12, wherein transmitting the interaction metadata messages from one or more of the network end points comprises transmitting the interaction metadata messages from a telephone device, a gateway, an interactive voice response server or a computer.

16. The method of claim 14, wherein transmitting the interaction metadata messages from the central network device comprises transmitting the interaction metadata messages from a packet telephony switch or a CTI server

17. The method of claim 12, wherein said communication services are session initiation protocol, hypertext transfer protocol or web service

18. The method of claim 13, wherein said light-weight CTI messages comprise status data of the network end points.

19. The method of claim 13, wherein said light-weight CTI messages comprise state data of the network end points.

20. The method of claim 13, wherein said light-weight CTI messages are defined by an extensible markup language.

21. The method of claim 13, wherein said light-weight CTI messages comprise an identifier to define the content of said messages

22. The method of claim 12 comprising:

establishing a communication connection between the network end points and the recording system.

23. The method of claim 22, wherein establishing the communication connection comprises sending a registration request from one of the network end point to the recording system

24. The method of claim 22 comprising terminating the communication connection.