NETWORK RECORDING AND SPEECH ANALYTICS SYSTEM AND METHOD

• US 20170251104A9
• Filed: 06/19/2015
• Published: 08/31/2017
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Tamblyn, Eric, Lum, Henry, Filonov, Vladimir, Culbert, Jeffrey, Blander, Daniel, Subramaniam, Somasundaram, Cicchitto, Angelo, Gvildys, Paul
• Granted Patent: US 9,900,429 B2
• Time in Patent Office: Days
• 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
• 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 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.

Claims

1-20. -20. (canceled)

21. A method for network recording comprising:

receiving, by a processor, a request for a telephony call from a first communication device;

determining, by the processor, whether the telephony call is to be recorded;

in response to determining that the telephony call is to be recorded, establishing, by the processor, a first call path with a recording system, wherein the recording system is configured to receive media transmitted by the first communication device over a wide area network, bridge a media path between the first communication and a second communication device, and record the media in a storage device; and

in response to determining that the telephony call is not to be recorded, establishing, by the processor, a second call path with the second communication device without establishing the first call path.

22. The method of claim 21, wherein the recording system is configured to replicate the media for storing in the storage device.

23. The method of claim 21, wherein the recording system is further configured to capture metadata associated with the call, store the captured metadata in association with the recorded media, and provide the recorded media and metadata to a requesting device over the wide area network.

24. The method of claim 21, wherein the metadata includes data from interactions with a party associated with the first communication device, wherein the interactions are non-voice interactions.

25. The method of claim 21, wherein the metadata includes information on a party associated with the first or second communication device.

26. The method of claim 21, wherein the metadata includes information on the first or second communication device.

27. The method of claim 21, wherein the metadata includes a word uttered during the call.

28. The method of claim 21, wherein the recording system is further configured to analyze the stored media for detecting at least one of a key word or phrase, and trigger an action in response to the analysis.

29. The method of claim 21, wherein the recording system is further configured to encrypt the replicated media via a first cryptographic key for storing the encrypted media in the storage device, and encrypt the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media.

30. The method of claim 21, wherein the recording system includes a media controller, and a call controller in a first geographic region is configured to:

establish a communication session between the first and second communication devices;

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

identify the media controller based on location of the media controller in the identified second geographic location.

31. The method of claim 21, wherein the recording system includes a first media controller, and a call controller in a first geographic region is configured to:

identify the first media controller currently assigned to the telephony call;

detect failure of the first media controller during the telephony call, wherein the failure of the media controller tears down the media path;

in response to detecting the failure, 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.

32. The method of claim 21, wherein the metadata includes a link to a recording of media exchanged during the telephony call, wherein the recording system is further configured to:

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 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.

33. A system for recording media for a contact center comprising:

a processor;

a memory, wherein the first memory has stored thereon instructions that, when executed by the processor, cause the processor to;

receive a request for a telephony call from a first communication device;

determine whether the telephony call is to be recorded;

in response to determining that the telephony call is to be recorded, establish a first call path with a recording system, wherein the recording system is configured to receive media transmitted by the first communication device over a wide area network, bridge a media path between the first communication and a second communication device, and record the media in a storage device; and

in response to determining that the telephony call is not to be recorded, establish a second call path with the second communication device without establishing the first call path.

34. The system of claim 33, wherein the recording system is configured to replicate the media for storing in the storage device.

35. The system of claim 33, wherein the recording system is further configured to capture metadata associated with the call, store the captured metadata in association with the recorded media, and provide the recorded media and metadata to a requesting device over the wide area network.

36. The system of claim 33, wherein the metadata includes data from interactions with a customer of the first communication device, wherein the interactions are conducted over media channels other than a telephony channel.

37. The system of claim 33, wherein the metadata includes information on a user of the first or second communication device.

38. The system of claim 33, wherein the metadata includes information on the first or second communication device.

39. The system of claim 33, wherein the metadata includes a word uttered during the call.

40. The system of claim 33, wherein the recording system is further configured to analyze the stored media for detecting at least one of a key word or phrase, and trigger an action in response to the analysis.

41. The system of claim 33, wherein the wherein the recording system is further configured to encrypt the replicated media via a first cryptographic key for storing the encrypted media in the storage device, and encrypt the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media.

42. The system of claim 33, wherein the recording system includes a media controller, and a call controller in a first geographic region is configured to:

establish a communication session between the first and second communication devices;

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

identify the media controller based on location of the media controller in the identified second geographic location.

43. The system of claim 33, wherein the recording system includes a first media controller, and a call controller in a first geographic region is configured to:

identify the first media controller currently assigned to the telephony call;

detect failure of the first media controller during the telephony call, wherein the failure of the media controller tears down the media path;

in response to detecting the failure, 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.

44. The system of claim 33, wherein the metadata includes a link to a recording of media exchanged during the telephony call, wherein the recording system is further configured to:

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 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.