Method and System for Routing and Recording Call Information

• US 20100128854A1
• Filed: 11/24/2008
• Published: 05/27/2010
• Est. Priority Date: 11/24/2008
• Status: Active Grant

• Current Assignee: Open Text Corporation
• Original Assignee: etalk Corporation (HP Inc.)
• Inventors: LaCroix, Jeffrey A., Graff, Steven J.
• Granted Patent: US 8,229,099 B2
• Time in Patent Office: Days
• US Class Current: 379/88.40
• CPC Class Codes: H04M 2203/301 Management of recordings
• 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

Abstract

A method comprises receiving a plurality of voice sessions and creating a unique identifier for each of the plurality of voice sessions, wherein each identifier is unique for the duration of its associated voice session. The method also includes assigning the unique identifiers to the associated voice session, and creating a unique data session for each voice session. The method further includes assigning the unique identifier of each voice session to the data session associated with its voice session. The method also includes receiving a plurality of voice sessions and a plurality of data sessions at a manager, and matching one of the plurality of received voice sessions with its associated data session based at least in part on the unique identifier. The method further includes communicating the matched voice session and data session to one of a plurality of agents.

Claims

1. A method, comprising:

receiving a plurality of voice sessions and creating a unique identifier for each of the plurality of voice sessions, wherein each identifier is unique for the duration of its associated voice session;

assigning the unique identifiers to the associated voice session;

creating a unique data session for each voice session, wherein each data session comprises data associated with its associated voice session;

assigning the unique identifier of each voice session to the data session associated with its voice session;

propagating one or more of the voice sessions and one or more of the data sessions through one or more components;

receiving a plurality of voice sessions and a plurality of data sessions at a manager;

matching one of the plurality of received voice sessions with its associated data session based at least in part on the unique identifier; and

communicating the matched voice session and data session to one of a plurality of agents.

2. The method of claim 1, wherein the unique identifier is created by a router.

3. The method of claim 2, wherein the method further comprises storing the unique identifier in a Session Initiation Protocol header message.

4. The method of claim 1, wherein creating a unique data session comprises collecting information using an interactive voice response system.

5. The method of claim 4, wherein communicating the matched voice session and data session to one of a plurality of agents comprises selecting an agent based at least in part on the data associated with the voice session.

6. The method of claim 1, wherein the method further comprises observing the unique identifier of a voice session with a span port.

7. The method of claim 1, wherein the method further comprises recording the matched voice session and data session.

8. The method of claim 7, wherein the method further comprises storing agent information corresponding to the matched voice session and data session.

9. The method of claim 1, wherein the method further comprises transferring the matched voice session and data session from one agent to another agent.

10. A system, comprising:

a gateway operable to receive a call and further operable to create and store first call identification information;

a voice path operable to receive a voice session associated with the call, and further operable to capture the stored first call identification information, the stored first call identification information associated with the voice session;

a data path operable to capture second call identification information from a data session associated with the voice session, wherein the second call identification information from the data session is identical to the first call identification information; and

a manager operable to match the voice session with the data session based at least in part on the first call identification information from the voice session and the second call identification information from the data session, the manager further operable to communicate the matched voice session and data session to at least one of a plurality of agents.

11. The system of claim 10, wherein the stored first call identification information is stored in a Session Initiation Protocol header.

12. The system of claim 10, wherein the voice path further comprises a tap operable to capture the first call identification information.

13. The system of claim 10, wherein the data path further comprises an interactive voice response system operable to collect information associated with the data session.

14. The system of claim 13, wherein at least some of the information associated with the data session is sent to at least one of the plurality of agents.

15. The system of claim 10, wherein the first call identification information is unique for the duration of the call.

16. The system of claim 10, wherein an agent may transfer the matched voice session and data session to another agent.

17. The system of claim 10, further comprising a database operable to store information related to the voice session or the data session.

18. The system of claim 17, wherein the information is stored based at least in part on the first or second call identification information.

19. The system of claim 10, the system further comprising a voice recording system operable to record one or more voice sessions.

20. A system, comprising:

a gateway operable to receive a call and further operable to create and store a unique identifier associated with the call in a Session Initiation Protocol header, wherein the unique identifier is unique for the duration of the call;

a voice path operable to;

receive a voice session associated with the call;

capture the unique identifier from the Session Initiation Protocol header; and

record the voice session;

a data path operable to;

create a data session associated with the call;

gather data associated with the call and store it in the data session; and

associate the unique identifier with the data session; and

a manager operable to;

match the voice session and the data session based at least in part on the unique identifier; and

communicate the matched voice session and data session to at least one of a plurality of agents.