CALL EVENT TAGGING AND CALL RECORDING STITCHING FOR CONTACT CENTER CALL RECORDINGS
First Claim
1. A method for recording media for a contact center comprising:
- receiving by a processor call metadata for a telephony call, the call metadata including a link to a recording of media exchanged during the telephony call;
receiving by the processor a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call;
storing by the processor the call metadata and the call event in a database record;
retrieving by the processor the database record for displaying the call event on a display device;
receiving a user command identifying the call event in response to the display on the display device;
retrieving a portion of the recording associated with the call event in response to the user command; and
providing an audible rendering of the retrieved portion of the recording.
4 Assignments
0 Petitions
Accused Products
Abstract
A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.
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Citations
20 Claims
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1. A method for recording media for a contact center comprising:
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receiving by a processor call metadata for a telephony call, the call metadata including a link to a recording of media exchanged during the telephony call; receiving by the processor a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call; storing by the processor the call metadata and the call event in a database record; retrieving by the processor the database record for displaying the call event on a display device; receiving a user command identifying the call event in response to the display on the display device; retrieving a portion of the recording associated with the call event in response to the user command; and providing an audible rendering of the retrieved portion of the recording. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for recording media for a contact center comprising:
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a processor; and a memory, wherein the memory has instructions stored thereon that, when executed by the processor, cause the processor to; receive call metadata for a 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; retrieve a portion of the recording associated with the call event in response to the user command; and provide an audible rendering of the retrieved portion of the recording. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification