SYSTEM AND METHOD FOR FORWARDING A SESSION BASED ON A RECORDING CAPACITY

• US 20090154689A1
• Filed: 12/17/2007
• Published: 06/18/2009
• Est. Priority Date: 12/17/2007
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Ben Zeev, Noam, PORTMAN, Leon, Weiss, Shay, Margolis, Stas
• Granted Patent: US 8,233,595 B2
• Time in Patent Office: Days
• US Class Current: 379/266.10
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• 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 3/5175 Call or contact centers supervision arrangements
• 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

A system and method for forwarding a session based on a recording capacity. A recording sub-system may inform a session forwarding component of a recording capacity associated with agents. A forwarding component may select an agent to handle a session based on a recording capacity associated with the agent. A session may be interrupted if the recording capacity associated with the session is reduced below a predefined level.

Claims

1. A computer-implemented method of selecting an agent to handle an interactive session comprising:

receiving information relating to a capacity of a recording system to record interactive sessions;

receiving an indication of an interactive session;

selecting an agent to handle said interactive session based, at least in part, on said received information relating to a capacity of the recording system; and

providing an identification of said selected agent.

2. The method of claim 1 wherein said received information relates to a capacity of the recording system to record interactive sessions for each of a plurality of agents.

3. The method of claim 2 wherein said selecting is further based, at least in part, on presence information of said plurality of agents.

4. The method of claim 3, wherein said indication of an interactive session comprises a request for agent availability information.

5. The method of claim 4, wherein said indication of an interactive session further comprises account identification of a party requesting said interactive session.

6. The method of claim 5, wherein selecting said agent further comprises selecting an agent to handle said interactive session based, at least in part, on the account identification of the party requesting said interactive session.

7. A computer-implemented method of interrupting an interactive session comprising:

receiving updated information relating to recording capacity of a recording system recording an interactive session; and

if said updated information indicates a reduction in recording capacity below a threshold minimum, then taking action relating to a said interactive session.

8. The method of claim 7, wherein taking action comprises causing termination of said interactive session.

9. The method of claim 7, wherein taking action comprises sending a warning notification to an agent associated with said interactive session.

10. The method of claim 9, wherein said warning notification comprises notification of time remaining for the interactive session based on said reduction in recording capacity.

11. The method of claim 7, wherein taking action comprises associating said session with an alternative recording system.

12. The method of claim 7, wherein if said updated information indicates a failure of said recording system, then taking action relating to a said interactive session.

13. The method of claim 12, wherein taking action comprises causing termination of said interactive session.

14. A system for selecting an agent comprising:

a communication system to receive requests for interactive sessions with a plurality of agents;

a recording system connected to said communication system to record said interactive sessions, said recording system adapted to provide recording capacity information;

a presence server adapted to provide indications of availability of each of said plurality of agents,

wherein said communication system includes an agent selection module to receive indications of said requests for interactive sessions and to select an agent to handle an interactive session based at least in part on availability of said selected agent and on said recording capacity information.

15. The system of claim 14, wherein said recording capacity information relates to capacity of said recording system to record interactive sessions for each of said plurality of agents.

16. The system of claim 14, wherein said presence server is to further store and provide said recording capacity information;

17. The system of claim 14 wherein said presence server is further configured to provide a list of available agents and wherein said presence server is further configured to compile said list according to said recording capacity information.

18. The system of claim 14, wherein said recording system is to provide said presence server with updated recording capacity information based on a change in recording capacity of said recording system.

19. The system of claim 14, wherein said presence server is to notify said communication system of a reduction in recording capacity, and wherein said communication system is to terminate interactive sessions associated with said reduction in recording capacity.

20. The system of claim 14, wherein said presence server is to notify said communication system of a reduction in recording capacity, and wherein said communication system is to notify an agent involved in an interactive session associated with said reduction in recording capacity.

21. The system of claim 20, wherein said communication system is to further notify said agent involved in an interactive session associated with said reduction in recording capacity of a time remaining for the interactive session based on said reduction in recording capacity.

22. A recording system for use in conjunction a presence server comprising:

a recording system associated with a plurality of agents, configured to record interactive sessions of said agents, wherein said recording system is further configured to provide to a presence server information regarding a recording capacity of said recording system.

23. The system of claim 22, wherein said information regarding recording capacity comprises information regarding a plurality of recording capacities of portions of said recording system, each of said portions of said recording system configured to record at least one of said agents.

24. The system of claim 23, wherein said information regarding a plurality of recording capacities further comprises information regarding a failure of at least one of said portions of said recording system to record an interactive session.

25. The system of claim 23, wherein said information regarding a plurality of recording capacities comprises information regarding a reduction of at least one of said plurality of recording capacities.

26. The system of claim 22, wherein said information regarding a plurality of recording capacities is communicated to said presence server according to session initiating protocol (SIP).

27. The system of claim 25, wherein said information regarding a plurality of recording capacities is communicated in association with an event at said recording system.

28. The system of claim 27 wherein said event at said recording system is selected from a group consisting of:

a change in at least one of said plurality of recording capacities, a warm boot of said recording system, a cold boot of said recording system, and a reset of said recording system.

29. The system of claim 23, wherein each of said recording capacities is further associated with a recording duration capacity, a recording volume capacity, a recording speed capacity, and a recording quality capacity.

30. The system of claim 24, further comprising an alternate recording system configured to record said interactive sessions of said agents in the event of said failure of said recording system.

31. A recording method comprising:

recording at a recording system a plurality of interactive sessions with a plurality of agents; and

providing to a presence server information regarding a recording capacity of said recording system.

32. The method of claim 31, wherein said information regarding recording capacity comprises information regarding a plurality of recording capacities of portions of said recording system, each of said portions of said recording system configured to record at least one of said agents.

33. The method of claim 32, wherein said information regarding a plurality of recording capacities further comprises information regarding a failure of at least one of said portions of said recording system to record an interactive session.

34. The method of claim 32, wherein said information regarding a plurality of recording capacities comprises information regarding a reduction of at least one of said plurality of recording capacities.

35. The method of claim 31, wherein said information is provided to said presence server according to session initiating protocol (SIP).

36. The method of claim 32, wherein said information regarding a plurality of recording capacities is communicated in association with an event at said recording system.

37. The method of claim 36, wherein said event at said recording system is selected from a group consisting of:

a change in at least one of said plurality of recording capacities, a warm boot of said recording system, a cold boot of said recording system, and a reset of said recording system.

38. The system of claim 31, wherein each of said recording capacities is further associated with a recording duration capacity, a recording volume capacity, a recording speed capacity, and a recording quality capacity.

39. The method of claim 31, wherein if said information indicates a reduction in said recording capacity below a threshold minimum, then associating at least one of said interactive sessions with an alternative recording system.