Customer-Controlled Recording

• US 20100310056A1
• Filed: 06/08/2009
• Published: 12/09/2010
• Est. Priority Date: 06/08/2009
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Perlmutter, S. Michael
• Granted Patent: US 8,315,374 B2
• Time in Patent Office: Days
• US Class Current: 379/85
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/53 Centralised arrangements for recording incoming messages , i.e. mailbox systems

Abstract

A recording system has an interface enabled to monitor interaction between an agent of an enterprise and a second person, recording apparatus enabled to record the interaction and to store the recording in a data repository, and software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus. The software responds to inputs from the second person to control the recording apparatus.

Claims

1. A recording system, comprising:

an interface enabled to monitor interaction between an agent of an enterprise and a second person;

recording apparatus enabled to record the interaction and to store the recording in a data repository; and

software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus;

wherein the software responds to inputs from the second person to control the recording apparatus.

2. The system of claim 1 wherein the second person has access to command input to cause the recording system to record all or a portion of the interaction under a circumstance that the interaction is not being recorded at the time of the record command input.

3. The system of claim 2 wherein the recorded interaction is marked as to the date and time of the interaction.

4. The system of claim 3 wherein the recorded interaction is further marked as to one or both of the participants in the interaction.

5. The system of claim 1 wherein the second person has access to command input to cause the recording system to identify all or a portion of the interaction under the circumstance that the interaction is being recorded at the time of the command input.

6. The system of claim 5 wherein the identified portion of the recorded interaction is marked as to the date and time of the interaction.

7. The system of claim 6 wherein the identified portion of the recorded interaction is further marked as to one or both of the participants in the interaction.

8. The system of claim 5 wherein the identified portion of the recorded interaction is copied and saved as a separate file, marked as to the date and time of the interaction.

9. The system of claim 8 wherein the separate file is marked as to one or both participants in the interaction.

10. The system of claim 2 wherein the second person has access to command input to retrieve and play the recorded interaction.

11. The system of claim 2 wherein the second person has access to command input to retrieve a copy of the recorded interaction.

12. The system of claim 5 wherein the second person has access to command input to retrieve the identity, date and time of the portion of the recording identified.

13. A method for recording control, comprising the steps of:

(a) monitoring interaction between an agent of an enterprise and a second person engaged in the interaction;

(b) providing, to the second person engaged in the interaction, access to recording control functions.

14. The method of claim 13 wherein, in step (b), the second person exercises command input to cause a recording system to record all or a portion of the interaction under a circumstance that the interaction is not being recorded at the time of the command input.

15. The method of claim 14 including a step for marking the recorded interaction as to the date and time.

16. The method of claim 15 including a step for marking the recorded interaction as to one or both of the participants in the interaction.

17. The method of claim 13 wherein the second person exercises command input to cause the recording system to identify all or a portion of the interaction under the circumstance that the interaction is being recorded at the time of the command input.

18. The method of claim 17 including a step for marking the identified portion of the recorded interaction as to the date and time of the interaction.

19. The method of claim 18 including a step for further marking the identified portion of the recorded interaction as to one or both of the participants in the interaction.

20. The method of claim 17 including a step for copying and saving the identified portion of the recorded interaction as a separate file, marked as to the date and time of the interaction.

21. The method of claim 20 including a step for marking the separate file as to one or both participants in the interaction.

22. The method of claim 14 including a step for the second person, through command input, to retrieve and play the file.

23. The method of claim 14 including a step for the second person to retrieve a copy of the file.

24. The method of claim 17 including a step for the second person to retrieve the identity, date and time of the portion of the recording identified.