SYSTEMS AND METHODS FOR SECURE RECORDING IN A CUSTOMER CENTER ENVIRONMENT
First Claim
1. A method comprising:
- recording data associated with a communication session at a recorder, the data being acquired by a capture ending at a media distribution device, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in an optimal fashion.
2 Assignments
0 Petitions
Accused Products
Abstract
Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.
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Citations
20 Claims
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1. A method comprising:
recording data associated with a communication session at a recorder, the data being acquired by a capture ending at a media distribution device, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in an optimal fashion. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. An apparatus comprising:
a recorder that records data associated with a communication session that is acquired by a capture ending at a media distribution device, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in an optimal fashion. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
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18. A non-transitory computer-readable medium having program instructions stored thereon for operating a recording system, that when executed by the recording system, direct the recording system to:
record data associated with a communication session at a recorder, the data being acquired by a capture ending at a media distribution device, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in optimal fashion. - View Dependent Claims (19, 20)
Specification