SYSTEMS AND METHODS OF RECORDING SOLUTION INTERFACE

• US 20090034436A1
• Filed: 05/12/2008
• Published: 02/05/2009
• Est. Priority Date: 07/30/2007
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Brodhagen, Kenneth Richard, Williams, Jamie Richard
• Granted Patent: US 8,724,521 B2
• Time in Patent Office: Days
• US Class Current: 370/259
• 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
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

Included are embodiments for providing an interface. At least one embodiment of a method includes receiving communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment and providing an interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol format.

Claims

1. A method for providing an interface, comprising:

receiving communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment; and

providing an interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol (IP) format,

wherein the interface is configured to provide event callback functionality.

2. The method of claim 1, further comprising recording at least a portion of the communications data according to the interface.

3. The method of claim 1, wherein the communications data includes at least one of the following:

voice, image, video, and data.

4. The method of claim 1, wherein the event callback functionality is configured to facilitate the delivery of voice packets, error, warning and status information for a recording.

5. The method of claim 1, wherein the interface is configured to determine a channel from which the communications data is received.

6. The method of claim 1, wherein the interface includes initialization and termination functionality, the initialization and termination functionality configured to setup at least one recording resource during use.

7. The method of claim 1, further comprising:

utilizing a failover recorder in response to a determination that a primary recorder has failed, wherein the primary recorder and the failover recorder are configured to receive the communications data;

determining whether the primary recorder has failed; and

providing, via the interface, an indication that the primary recorder has failed.

8. The method of claim 7, wherein the failover recorder is unutilized prior to the determination that the primary recorder has failed.

9. The method of claim 7, wherein the failover recorder is configured for normal operation prior to the determination that the primary recorder has failed.

10. The method of claim 7, further comprising a plurality of failover recorders.

11. The method of claim 1, wherein the interface is configured to operate with at least one of the following:

Pseudowire Emulation Edge to Edge (PWE3) protocol, Session Initiation Protocol (SIP), and Real-Time Protocol (RTP).

12. The method of claim 1, further comprising utilizing Voice Operated Exchange (VOX) detect to remove silent periods.

13. A system for providing an interface, comprising:

a receiving component configured to receive communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment;

a providing component configured to provide an Internet Protocol (IP) voice interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol format; and

a recording component configured to record at least a portion of the communications data according to the interface,

wherein the IP voice interface is configured to provide initialization and termination functionality.

14. The system of claim 13, wherein the initialization and termination functionality is configured to initialize without interrupting the communications session.

15. The system of claim 13, wherein the system is configured for the recording component to record IP based data and Time Division Multiplexing (TDM) based data.

16. The system of claim 13, wherein the interface is further configured to provide a callback function.

17. The system of claim 13, wherein the interface is configured to determine a channel from which the communications data is received.

18. The system of claim 13, wherein the communications data is received at a first recorder and a second recorder, the second recorder configured to provide failover recording protection.

19. The system of claim 18, further comprising:

a determining component configured to determine whether the first recorder has failed; and

a second providing component configured to provide, via the interface, an indication that the first recorder has failed.

20. A system for providing an interface, comprising:

a network interface card configured to receive communications data associated with a communication session;

an Internet Protocol (IP) interface library coupled to the network interface card, the IP interface library configured to provide an IP interface for recording the communications data; and

a main service code coupled to the IP interface library, the main service code configured to provide configuration information to the IP interface library.

21. The system of claim 20, wherein the main service code is further configured to generate a recorder configuration document.

22. The system of claim 20, further comprising recording logic configured to record at least a portion of the communications data.

23. The system of claim 20, wherein the communications data is received from a customer center.

24. The system of claim 20, wherein the communications data is received via an IP infrastructure.

25. The system of claim 20, wherein the communications data includes at least one of the following:

audio, video, image, and data.

26. The system of claim 20, wherein the system is embodied in a computer readable medium.