PROCESS FOR DELIVERING REDUNDANT, DUPLICATE INTERACTION RECORDINGS
First Claim
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1. A method for producing multiple recordings of an interaction taking place over a communication network, the method comprising:
- (a) providing a bridging service in communication with the communication network, the bridging service being configured to act as both a session recording client and a session recording server;
(b) receiving, in the bridging service, a request from to record the interaction from a device of a user who will participate in the interaction;
(c) intercepting the interaction in the bridging service; and
(d) forwarding the interaction from the bridging service to a plurality of session recording servers on the communication network for recording the interaction.
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Abstract
The requirement to record interactions by organizations is growing, driven by the need to improve the quality of customer interactions in combination with regulatory and fraud protection requirements. The necessity to provide resiliency as well as flexibility to have multiple copies of a recorded interaction is leading many organizations to investigate mechanisms to create multiple recordings of interactions from a single source. The purpose of this invention is to enable this capability on a standards compliant interaction recording source.
13 Citations
20 Claims
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1. A method for producing multiple recordings of an interaction taking place over a communication network, the method comprising:
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(a) providing a bridging service in communication with the communication network, the bridging service being configured to act as both a session recording client and a session recording server; (b) receiving, in the bridging service, a request from to record the interaction from a device of a user who will participate in the interaction; (c) intercepting the interaction in the bridging service; and (d) forwarding the interaction from the bridging service to a plurality of session recording servers on the communication network for recording the interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A bridging service for producing multiple recordings of an interaction taking place over a communication network, the bridging service comprising:
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a network adapter for communicating with the communication network; and a processor configured for; receiving a request from to record the interaction from a device of a user who will participate in the interaction; intercepting the interaction; and forwarding the interaction to a plurality of session recording servers on the communication network for recording the interaction. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification