NETWORK RECORDING AND SPEECH ANALYTICS SYSTEM AND METHOD
First Claim
1. A method for network recording comprising:
- receiving by a recording system having a processor, memory, and mass storage device, media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network;
bridging by the recording system a media path between the first and second communication devices;
replicating by the recording system media exchanged in the media path for storing the replicated media in the mass storage device;
capturing by the recording system metadata associated with the call;
storing the captured metadata in association with the stored media; and
providing the stored media and metadata to a requesting device over the wide area network.
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Accused Products
Abstract
A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.
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Citations
20 Claims
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1. A method for network recording comprising:
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receiving by a recording system having a processor, memory, and mass storage device, media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network; bridging by the recording system a media path between the first and second communication devices; replicating by the recording system media exchanged in the media path for storing the replicated media in the mass storage device; capturing by the recording system metadata associated with the call; storing the captured metadata in association with the stored media; and providing the stored media and metadata to a requesting device over the wide area network. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for recording media for a contact center comprising:
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a first processor; a first memory, wherein the first memory has stored thereon instructions that, when executed by the first processor, cause the first processor to; receive media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network; bridge a media path between the first and second communication devices; and replicate media exchanged in the media path for storing the replicated media in the mass storage device; and a second processor coupled to the first processor; and a second memory, wherein the second memory has stored thereon instructions that, when executed by the second processor, cause the second processor to; capture metadata associated with the call; and store the captured metadata in association with the stored media. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification