SYSTEM AND METHOD FOR HANDLING CALL RECORDING FAILURES FOR A CONTACT CENTER

• US 20150189074A1
• Filed: 09/05/2014
• Published: 07/02/2015
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Lum, Henry R., Filonov, Vladimir, Culbert, Jeffrey, Blander, Daniel, Subramaniam, Somasundaram, Cicchitto, Angelo, Gvildys, Paul
• Granted Patent: US 9,294,615 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 2209/24 Key scheduling, i.e. generating round keys or sub-keys for block encryption
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1045 Proxies, e.g. for session initiation protocol [SIP]
• CPC Class Codes: H04L 65/1063 Application servers providing network services systems providing special services to telephonic subscribers H04M3/42
• CPC Class Codes: H04L 65/1076 Screening of IP real time communications, e.g. spam over Internet telephony [SPIT]
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/765 intermediate
• CPC Class Codes: H04L 9/0819 Key transport or distribution, i.e. key establishment techniques where one party creates or otherwise obtains a secret value, and securely transfers it to the other(s) network architectures or network communication protocols for key distribution in a packet data network H04L63/062
• CPC Class Codes: H04L 9/0822 using key encryption key
• CPC Class Codes: H04M 1/656 for recording conversations
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/609 Secret communication
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/28 Automatic routine testing ; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42348 Location-based services which utilize the location information of a target
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04Q 3/00 : Selecting arrangements H04Q5/00 - H04Q11/00 take precedence
• CPC Class Codes: H04W 12/04 : Key management, e.g. using generic bootstrapping architecture [GBA]
• CPC Class Codes: H04W 24/04 : Arrangements for maintaining operational condition
• CPC Class Codes: H04W 4/16 : Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 40/20 : based on geographic position or location

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.

Claims

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.

2. The method of claim 1, wherein the storage device is a local storage device of the first media controller, wherein in response to the first media controller restarting after having failed, the first media controller checks the local storage device for stored data, transmits the stored data from the local storage device to an external storage device, and removes the data from the local storage device after the stored data is transmitted.

3. The method of claim 2, wherein the local storage device is a local disk, and the external storage device is a mass storage device accessible over a wide area network.

4. The method of claim 3, wherein the external storage device is configured to store media recordings for a plurality of contact centers, wherein the media includes voice media.

5. The method of claim 2, wherein the media recorded by the first and second media controllers is encrypted via a first cryptographic key, wherein the first cryptographic key is encrypted via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media, wherein the metadata is stored in the local storage device.

6. The method of claim 5, wherein in response to a request to playback the media, the encrypted first cryptographic key is decrypted via a decryption key, wherein the decryption key is obtained in response to providing a passphrase.

7. The method of claim 1, wherein media recorded by the first media controller is stored in a first file, and media recorded by the second media controller is stored in a second file, the method further comprising:

receiving a command to playback audio recorded during the telephony call;

providing, in response to the command, an audible rendering of the media stored in the first file and the media stored in the second file.

8. A method for handling call recording failures for a contact center comprising:

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.

9. The method of claim 8, wherein the local storage device is a local disk, and the external storage device is a mass storage device accessible over a wide area network.

10. The method of claim 9, wherein the external storage device is configured to store media recordings for a plurality of contact centers, wherein the media includes voice media.

11. The method of claim 8, wherein the failing of the processor tears down the media path between the first and second communication devices.

12. A system for handling call recording failures for a contact center comprising:

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.

13. The system of claim 12, wherein the storage device is a local storage device of the first media controller, wherein in response to the first media controller restarting after having failed, the first media controller is configured to check the local storage device for stored data, transmit the stored data from the local storage device to an external storage device, and remove the data from the local storage device after the stored data is transmitted.

14. The system of claim 13, wherein the local storage device is a local disk, and the external storage device is a mass storage device accessible over a wide area network.

15. The system of claim 13, wherein the media recorded by the first and second media controllers is encrypted via a first cryptographic key, wherein the first cryptographic key is encrypted via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media, wherein the metadata is stored in the local storage device.

16. The system of claim 15, wherein in response to a request to playback the media, the processor is configured to decrypt the encrypted first cryptographic key via a decryption key, wherein the processor is configured to obtain the decryption key in response to providing a passphrase.

17. The system of claim 12, wherein the processor is in a first geographic region, and the instructions further cause the processor to:

establish the telephony call between the first and second communication devices;

identify a second geographic location associated with a resource involved in the telephony call; and

identify a second processor based on location of the second processor in the identified second geographic location.

18. The system of claim 12 further comprising a second processor configured to:

receive call metadata for the telephony call, the call metadata including a link to a recording of media exchanged during the telephony call;

receive a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call;

store the call metadata and the call event in a database record;

retrieve the database record for displaying the call event on a display device;

receive a user command identifying the call event in response to the display on the display device; and

retrieve a portion of the recording associated with the call event in response to the user command for providing an audible rendering of the retrieved portion of the recording.