SYSTEM AND METHOD FOR HANDLING CALL RECORDING FAILURES FOR A CONTACT CENTER
First Claim
1. A method for handling call recording failures for a contact center comprising:
- receiving by a processor information on a first media controller currently assigned to a telephony call, the first media controller bridging a first media path between the first and second communication devices and recording, into a storage device, media exchanged in the first media path during the telephony call;
detecting by the processor failure of the first media controller during the telephony call, wherein the failure of the first media controller tears down the first media path; and
in response to detecting the failure, bridging by the processor a second media path between the first and second communication devices until a second media controller is identified; and
in response to the second media controller being identified, signaling the second media controller to bridge and record media exchanged during the telephony call.
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Accused Products
Abstract
A system and method for handling call recording failures for a contact center. A processor receives information on a first media controller currently assigned to a telephony call. The first media controller bridges a first media path between the first and second communication devices and records, into a storage device, media exchanged in the first media path during the telephony call. The processor detects failure of the first media controller during the telephony call, where the failure of the first media controller tears down the first media path. In response to detecting the failure, the processor bridges a second media path between the first and second communication devices until a second media controller is identified. In response to the second media controller being identified, the second media controller is signaled to bridge and record media exchanged during the telephony call.
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Citations
18 Claims
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1. A method for handling call recording failures for a contact center comprising:
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receiving by a processor information on a first media controller currently assigned to a telephony call, the first media controller bridging a first media path between the first and second communication devices and recording, into a storage device, media exchanged in the first media path during the telephony call; detecting by the processor failure of the first media controller during the telephony call, wherein the failure of the first media controller tears down the first media path; and in response to detecting the failure, bridging by the processor a second media path between the first and second communication devices until a second media controller is identified; and in response to the second media controller being identified, signaling the second media controller to bridge and record media exchanged during the telephony call. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for handling call recording failures for a contact center comprising:
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determining by a processor that media exchanged between first and second communication devices during a telephony call is to be recorded; storing by the processor metadata for the telephony call in a local storage device; bridging by the processor a media path between the first and second communication devices for conducting the telephony call; recording by the processor, into the local storage device, the media exchanged in the media path, wherein while media is bridged and recorded by the processor, the processor fails and restarts at a later time; checking by the processor, in response to restarting of the processor, the local storage device for stored data; transmitting by the processor the stored metadata and media from the local storage device for storage in an external storage device; and removing by the processor the data from the local storage device after the stored metadata and media is transmitted. - View Dependent Claims (9, 10, 11)
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12. A system for handling call recording failures for a contact center comprising:
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a processor; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to; receive information on a first media controller currently assigned to a telephony call, the first media controller bridging a first media path between the first and second communication devices and recording, into a storage device, media exchanged in the first media path during the telephony call; detect failure of the first media controller during the telephony call, wherein the failure of the first media controller tears down the first media path; in response to the detecting, bridge a second media path between the first and second communication devices until a second media controller is identified; and in response to the second media controller being identified, signal the second media controller to bridge and record media exchanged during the telephony call. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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Specification