METHOD AND SYSTEM FOR CENTRALIZED RECORDING IN A DISTRIBUTED ENVIRONMENT

• US 20090268885A1
• Filed: 04/29/2008
• Published: 10/29/2009
• Est. Priority Date: 04/29/2008
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Sittin, Yuval, PORTMAN, Leon, Hadari, Dan, Weiss, Shay, Margolis, Stas, Ben Zeev, Noam
• Granted Patent: US 8,320,536 B2
• Time in Patent Office: Days
• US Class Current: 379/88.170
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/0015 First party call control architectures

Abstract

A system and method for central recording of telephone calls are provided. The method may include transferring a telephone call from a session border controller (SBC) to a contact center and to a central recording unit, transferring of CTI information from the contact center to the central recording unit, associating the CTI information to the telephone cal and determining by the central recording unit whether to record the call.

Claims

1. A method for central recording of telecommunication sessions comprising:

duplicating a call and forwarding the call from a session border controller (SBC) to a central recording unit;

transferring the call from the SBC to a contact center;

receiving from the contact center by the central recording unit, computer telephony integration (CTI) information related to the call;

associating between the CTI information and the call; and

determining by the central recording unit whether to record the call.

2. The method of claim 1, wherein forwarding the call from the SBC comprises forwarding media information related to the call to the central recording unit.

3. The method of claim 1, wherein transferring the call from the SBC comprises transferring media information related to the call to a private brance exchange (PBX) within the contact center.

4. The method of claim 1, wherein transferring the call comprises transferring a unique identification of the call by the SBC.

5. The method of claim 4, wherein transferring the unique identification comprises attaching a call identifier to the call by the SBC.

6. The method of claim 1, wherein transferring the call comprises transferring the call to a Private Branch exchange (PBX).

7. The method of claim 1, wherein the CTI information comprises a unique identification of the call.

8. The method of claim 1, wherein determining whether to record the call comprises determining based on predetermined rules related to the CTI information whether to record the call.

9. The method of claim 1, wherein associating comprises correlating between calls and CTI information according to the unique identification.

10. The method of claim 1, wherein transferring the call from the SBC to the contact center comprises transferring the call over Internet Protocol (IP) communication network.

11. The method of claim 1, comprising associating CTI information related to the call received from the contact center with media information related to the call received from the SBC.

12. The method of claim 2, wherein forwarding media information related to the call comprises forwarding the media information in a form of Session Initiation Protocol (SIP) messages.

20. The method of claim 1, wherein the SBC and the contact center are connected by an Internet Protocol (IP) communication network.

13. A system for central recording of telecommunication sessions comprising:

a central recording unit; and

a session border controller (SBC) to duplicate and forward a call to the central recording unit and to transfer the call to a contact center,

wherein the central recording unit is to receive computer telephony integration (CTI) information related to the call from the contact center, to associate the CTI information to the call and to determine whether to record the call.

14. The system of claim 13, wherein the central recording unit is located externally to the contact center.

15. The system of claim 13, wherein the call comprises media information related to IP address and port.

16. The system of claim 13, wherein the SBC is to transfer a unique identification of the call.

17. The system of claim 13, wherein the contact center comprises a Private Branch exchange (PBX).

18. The system of claim 13, wherein the CTI information comprises a unique identification of the call.

19. The system of claim 13, wherein the central recording unit is to determine whether to record the call based on predetermined rules related to the CTI information.