Computer-Implemented System And Method For Identifying Call Recordings For Retention

• US 20170134572A1
• Filed: 11/21/2016
• Published: 05/11/2017
• Est. Priority Date: 09/20/2007
• Status: Active Grant

• Current Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Waalkes, Adam, Odinak, Gilad, Jiang, Haodong (Howard), Thorn, Matthew, McCann, Tom
• Granted Patent: US 9,742,908 B2
• Time in Patent Office: Days
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A computer-implemented system and method for identifying call recordings for retention is provided. A call is received into a call center and assigned to one of an agent and an interactive voice response device. A recording of the assigned call is generated. A set of call retention criteria is maintained and each of the retention criteria is associated with one or more time periods during which the criteria can be applied to the call recording. A portion of the criteria in the set is identified based on a time at which the criteria is to be applied to the call recording. The identified criteria is applied to the call recording and the call recording is stored when the applied criteria are satisfied.

Claims

1. A computer-implemented system for identifying call recordings for retention, comprising:

receiving a call into a call center;

assigning the call to one of an agent and an interactive voice response device;

generating a recording of the assigned call;

maintaining a set of call retention criteria, wherein each of the retention criteria is associated with one or more time periods during which the criteria can be applied to the call recording;

identifying one or more criteria in the set based on a time at which the criteria is to be applied to the call recording during the call;

applying the identified criteria to the call recording; and

storing the call recording when the applied criteria are satisfied.