Method and system for selectively dedicating resources for recording data exchanged between entities attached to a network

• US 7,047,296 B1
• Filed: 04/30/2002
• Issued: 05/16/2006
• Est. Priority Date: 01/28/2002
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Spohrer, Dan, Safstrom, Dan
• Primary Examiner(s): Najjar, Saleh
• Assistant Examiner(s): WANG, LIANG CHE A
• Application Number:
  US10/137,480
• Time in Patent Office: 1,477 Days
• Field of Search: 709/223, 709/224, 709/226, 709/202, 709/238, 705/52, 705/27, 705/30, 379/112.01
• US Class Current: 709/224
• CPC Class Codes: G06F 16/40 of multimedia data, e.g. slideshows comprising image and additional audio data retrieval of still image data G06F16/50; retrieval of audio data G06F16/60; retrieval of video data G06F16/70
• CPC Class Codes: G06Q 40/12 Accounting
• CPC Class Codes: H04L 63/00 Network architectures or network communication protocols for network security cryptographic mechanisms or cryptographic arrangements for secret or secure communication H04L9/00; network architectures or network communication protocols for wireless network security H04W12/00; security arrangements for protecting computers or computer systems against unauthorised activity G06F21/00
• CPC Class Codes: H04L 63/30 for supporting lawful interception, monitoring or retaining of communications or communication related information circuit switched telephony call monitoring H04M3/2281
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04L 67/564 Enhancement of application control based on intercepted application data
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Recording resources are selectively dedicated for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user. At least one interconnection point is selected among interconnection points in the network including one or more points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the agent and the server for recording the exchanged data. Recording resources are dedicated to the selected interconnection point for recording the exchanged data based on an objective for recording the data.

Claims

1. A method for selectively dedicating resources for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user, the method comprising the steps of:

selecting at least one interconnection point among interconnection points in the network including one or more points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the agent and the server for recording the exchanged data based on an at least one objective for recording data;

dedicating recording resources to the selected interconnection point for recording the exchanged data;

wherein the interconnection points between the user and the server and between the agent and the server each include one or more passive taps from which the exchanged data can be recorded, and the interconnection point between the server and the data distributor includes one or more active taps from which the exchanged data can be recorded;

wherein the selecting of at least one of the interconnection points includes the selection of one or more active or passive taps;

wherein an active tap is configured to determine whether an exchange should be recorded.

2. The method of claim 1, wherein the step of selecting includes selecting a passive tap to dedicate the recording resources to when the objective is to record a high volume or substantially all of the exchanged data.

3. The method of claim 1, wherein the step of selecting includes selecting an active tap to dedicate the recording resources to when the objective is to record a small sampling of the exchanged data.

4. The method of claim 1, wherein the step of selecting includes selecting the interconnection point between the user and the server or between the agent and the server when the objective is to record substantially all of the exchanged data.

5. The method of claim 1, wherein the step of selecting includes selecting the interconnection point between the server and the data distributor for dedicating recording resources to when the objective is to record only a portion of the exchanged data.

6. The method of claim 5, wherein the step of selecting includes selecting the interconnection point between the server and the data distributor when the objective is to record the exchanged data for quality monitoring.

7. The method of claim 1, wherein the step of selecting includes selecting the interconnection point between the user and the server for dedicating the recording resources to when the objective is to record a data exchange from the user'"'"'s perspective.

8. The method of claim 1, wherein the step of selecting further comprises selecting the interconnection point between the server and the agent for dedicating the recording resources to when the objective is to record a data exchange from the agent'"'"'s perspective.

9. The method of claim 1, wherein the objective for recording corresponds to a business rule being applied for recording the exchanged data.

10. The method of claim 1, further comprising providing feedback to the agent when the exchanged data is being recorded.

11. The method of claim 1, further comprising recording the exchanged data using the dedicated recording resources.

12. The method of claim 1, further comprising monitoring the exchanged data.

13. The method of claim 12, wherein the step of monitoring the exchanged data is performed simultaneously with recording of the exchanged data.

14. The method of claim 1, wherein the data exchanged comprises one or more voice messages, web chat messages, instant messages, e-mail messages, or Internet transactions.

15. The method of claim 1, wherein the steps are performed during simultaneous exchanges between a plurality of agents and a user, the agent and a plurality of users, or a plurality of agents and a plurality of users.

16. A system for selectively dedicating resources for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user, the system comprising:

means for selecting at least one interconnection point among interconnection points in the network including points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the server and the agent; and

means for dedicating recording resources to the selected interconnection point for recording exchanged data from the selected interconnection point based on at least one objective for recording the exchanged data;

wherein the interconnection points between the user and the server and between the agent and the server each include one or more passive taps from which the exchanged data can be recorded, and the interconnection point between the server and the data distributor includes one or more active taps from which the exchanged data can be recorded;

wherein the selecting of at least one of the interconnection points includes the selection of one or more active or passive taps;

wherein an active tap is configured to determine whether an exchange should be recorded.

17. The system of claim 16, wherein the selecting means selects a passive tap for dedicating recording resources to when the objective is to record a high volume or substantially all of the exchanged data.

18. The system of claim 16, wherein the selecting means selects an active tap to dedicate the recording resources to when the objective is to record a small sampling of the exchanged data.

19. The system of claim 16, wherein the selecting means selects the interconnection point between the user and the server or between the agent and the server for dedicating recording resources to when the objective is to record substantially all of the exchanged data.

20. The system of claim 16, wherein the selecting means selects the interconnection point between the server and the data distributor when the objective is to record only a portion of the exchanged data.

21. The system of claim 20, wherein the selecting means selects the interconnection point between the server and the data distributor when the objective is to record the exchanged data for quality monitoring.

22. The system of claim 16, wherein the selecting means selects the interconnection point between the user and the server when the objective is to record the exchanged data from the user'"'"'s perspective.

23. The system of claim 16, wherein the selecting means selects the interconnection point between the server and the agent for dedicating recording resources to when the objective is to record the exchanged data from the agent'"'"'s perspective.

24. The system of claim 16, wherein the objective for recording corresponds to a business rule being applied for recording the exchanged data.

25. The system of claim 16, further comprising means for providing feedback to the agent when the exchanged data is being recorded.

26. The system of claim 16, wherein the dedicated resources record the exchanged data.

27. The system of claim 16, further comprising means for monitoring the exchanged data.

28. The system of claim 27, wherein the means for monitoring the exchanged data performs monitoring simultaneously with recording of the exchanged data.

29. The system of claim 16, wherein the data exchanged comprises one or more voice messages, web chat messages, instant messages, e-mail messages, or Internet transactions.

30. The system of claim 16, wherein interconnection points are selected, the resources are dedicated, and the exchanged data is recorded during simultaneous exchanges between a plurality of agents and a user, the agent and a plurality of users, or a plurality of agents and a plurality of users.