LIVE MONITORING OF CALL SESSIONS OVER AN IP TELEPHONY NETWORK

• US 20110235520A1
• Filed: 03/26/2010
• Published: 09/29/2011
• Est. Priority Date: 03/26/2010
• Status: Abandoned Application

• Current Assignee: Calabrio
• Original Assignee: Calabrio
• Inventors: Bendickson, Mike, Martin, James Paul II, Maciej, Mike
• Application Number:
  US12/732,928
• Publication Number:
  US 20110235520A1
• Time in Patent Office: Days
• US Class Current: 370/241
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656

Abstract

Systems and methods for monitoring call sessions over an IP telephony network are disclosed. An illustrative system for monitoring call sessions over an IP telephony network includes a number of user telephone stations, a communications manager configured to direct call session data streams to the user telephone stations, and an application configured to receive the call session data streams and direct those streams to one or more monitoring stations for monitoring. The call session data streams can be sent directly to the monitoring stations or can be sent to the monitoring stations via a monitoring server that forwards the call session data streams to a record service or record server.

Claims

1. A system for monitoring call sessions over an IP telephony network, the system comprising:

one or more telephone stations, at least one telephone station including a telephone and computer desktop;

a communications manager configured to direct call sessions to the one or more telephone stations;

a means for receiving call session data streams from multiple call sessions and directing those call session data streams to one or more destinations; and

one or more monitoring stations configured for monitoring call sessions; and

wherein an application is configured to forward call session data streams received from the telephone to the one or more monitoring stations.

2. The system of claim 1, wherein said means for receiving call session data streams from multiple call sessions and directing those call session data streams to one or more destinations includes a router or gateway coupled to the user telephone station.

3. The system of claim 1, wherein the application comprises a desktop recording service.

4. The system of claim 1, wherein the application comprises a router or gateway.

5. The system of claim 1, wherein the call session data streams includes a telephone user voice data stream and a caller voice data stream.

6. The system of claim 1, wherein the computer desktop further includes a desktop recording service, and wherein the desktop recording service is configured to record the call session data streams.

7. The system of claim 1, further including one or more network record servers each associated with a network recording service configured for recording call sessions.

8. The system of claim 7, wherein the application is configured to forward the call session data streams to the one or more network record servers.

9. The system of claim 1, wherein the application comprises a monitoring server.

10. The system of claim 9, wherein the call session data streams from the telephone are forwarded to one or more record services or record servers via the monitoring server.

11. The system of claim 1, wherein the one or more monitoring stations includes a plurality of monitoring stations each configured to simultaneously monitor a call session.

12. A method of monitoring a call session over an IP telephony network, the method comprising:

receiving a request to initiate a call session between two or more parties;

assigning the call request to a user telephone station including a telephone and a computer desktop;

prompting a communications manager to direct call session data from the call session to an application configured for receiving the call session data; and

directing the call session data to one or more destinations for monitoring.

13. The method of claim 12, wherein the call session data includes a telephone user voice data stream and a caller voice data stream.

14. The method of claim 13, wherein the computer desktop further includes a desktop recording service configured to record the telephone user voice data stream and the caller voice data stream.

15. The method of claim 14, further including one or more additional record services or record services configured to record the telephone user voice data stream and the caller voice data stream.

16. The method of claim 12, wherein the call session data includes multiple call session data streams.

17. The method of claim 12, wherein directing the call session data includes directing the call session data from the telephone to one or more record services or record servers via a router or gateway.

18. The method of claim 12, further including a monitoring server, and wherein directing the call session data includes directing the call session data from the telephone to one or more record services or record servers via the monitoring server.

19. The method of claim 12, further including one or more monitoring stations, and wherein directing the call session data to one or more destinations includes directing the call session data to the one or more monitoring stations.

20. A method of monitoring a call session over an IP telephony network, the method comprising:

receiving a request to initiate a call session between two or more parties;

assigning the call request to a user telephone station including a telephone;

prompting a communications manager to direct call session data streams from the call session to a monitoring server, the monitoring server configured to direct the call session data streams to at least one record service or record server; and

wherein, upon receiving the call session data streams, the at least one record service or record server forwards the call session data streams to one or more monitoring stations for monitoring the call session.