Voice-Over-IP Call Recording in Call Centers

• US 20090185673A1
• Filed: 01/17/2008
• Published: 07/23/2009
• Est. Priority Date: 01/17/2008
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David Joseph, Erhart, George William, Matula, Valentine C.
• Application Number:
  US12/016,128
• Publication Number:
  US 20090185673A1
• Time in Patent Office: Days
• US Class Current: 379/265.90
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

An apparatus and methods are disclosed for recording calls in a Voice over Internet Protocol (VoIP)-based call center. In accordance with the illustrative embodiment, one of a plurality of data-processing systems in the call center is selected for each call to decompress and decrypt the call'"'"'s media stream(s). The selection criteria include the type of compression algorithm, the type of encryption scheme, the processing capabilities of the data-processing systems, the current processing load of the data-processing systems, and the available communication bandwidth into and out of the data-processing systems. The selected data-processing system is subsequently incorporated into the call path between the calling SIP endpoint and the call center SIP endpoint, if necessary, and for the duration of the call decompresses/decrypts the media stream(s), generates a copy of the decompressed/decrypted stream(s), and transmits the copied stream(s) to a recording device in the call center.

Claims

1. A method comprising:

receiving a signal that is part of a call; and

selecting one of a plurality of data-processing systems to generate a recording of said call based on what type of compression is employed for said call.

2. The method of claim 1 wherein said call is a Voice over Internet Protocol call.

3. The method of claim 1 wherein said plurality of data-processing systems are nodes along the route of said call.

4. The method of claim 1 wherein said plurality of data-processing systems are elements of a call center.

5. The method of claim 1 wherein at least one of said plurality of data-processing systems is a session border controller.

6. The method of claim 1 wherein at least one of said plurality of data-processing systems is a Session Initiation Protocol proxy.

7. The method of claim 1 wherein a data-processing system that is external to the route of said call is selected, and wherein said route is modified to include the selected data-processing system.

8. A method comprising:

receiving a signal that is part of a call; and

selecting one of a plurality of data-processing systems to generate a recording of said call based on what type of encryption is employed for said call.

9. The method of claim 8 wherein said call is a Voice over Internet Protocol call.

10. The method of claim 8 wherein said plurality of data-processing systems are nodes along the route of said call.

11. The method of claim 8 wherein said plurality of data-processing systems are elements of a call center.

12. The method of claim 8 wherein at least one of said plurality of data-processing systems is a session border controller.

13. The method of claim 8 wherein at least one of said plurality of data-processing systems is a Session Initiation Protocol proxy.

14. The method of claim 8 wherein a data-processing system that is external to the route of said call is selected, and wherein said route is modified to include the selected data-processing system.

15. A method comprising:

transmitting from a first data-processing system a first message to a first endpoint and a second message to a second endpoint, wherein said first data-processing system is along an existing path of a call from said first endpoint to said second endpoint, and wherein said first message re-directs subsequent messages that are sent by said first endpoint and directed to said second endpoint to a second data-processing system instead, and wherein said second message re-directs subsequent messages that are sent by said second endpoint to said first endpoint to said second data-processing system instead;

generating at said second data-processing system a recording of said subsequent messages that are sent by said first endpoint and said subsequent messages that are sent by said second endpoint;

forwarding said subsequent messages that are sent by said first endpoint to said second endpoint; and

forwarding said subsequent messages that are sent by said second endpoint to said first endpoint.

16. The method of claim 15 wherein said first message and said second message are Session Initiation Protocol INVITE messages.

17. The method of claim 15 wherein said subsequent messages that are sent by said first endpoint and said subsequent messages that are sent by said second endpoint are Real-time Transport Protocol messages.

18. The method of claim 15 wherein said first data-processing system and said second data-processing system are elements of a call center.

19. The method of claim 15 wherein said first data-processing system is one of a Session Initiation Protocol proxy and a session border controller.

20. The method of claim 15 wherein said second data-processing system is a media translation gateway.