System and method for recording incoming calls on demand in a transaction processing system

• US 7,274,685 B1
• Filed: 11/27/2002
• Issued: 09/25/2007
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Rockwell Electronic Commerce Corporation (Rockwell International Corporation)
• Inventors: Peters, Michael
• Primary Examiner(s): Orgad; Edan
• Assistant Examiner(s): Wong; Blanche
• Application Number:
  US10/306,544
• Time in Patent Office: 1,763 Days
• Field of Search: None
• US Class Current: 370/352
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A recording system for recording calls between callers and agents of a transaction processing system includes an Internet Protocol (IP) gateway, an interface configured to operatively couple the IP gateway to the transaction processing system, a communication network operatively coupled to the IP gateway, where the IP gateway is configured to convert a call received from the transaction processing system into IP protocol data, and provide the IP protocol data to the communication network. Also included is a memory storage system operatively coupled to the processor and configured to store the IP protocol data, a processor operatively coupled to the communication network and configured to receive the IP protocol data, and a switch controlled by the agent and settable between a record-on mode and record-off mode such that the recording system records the call if the switch is set to the record-on mode and does not record the call if the switch is set to the record-off mode. The recording system can also playback various recorded messages, and play music while a call is on hold.

Claims

1. A recording system for recording calls between callers and agents of a transaction processing system, the recording system comprising:

an Internet Protocol (IP) gateway;

an interface configured to operatively couple the IP gateway to the transaction processing system;

a communication network operatively coupled to the IP gateway, the IP gateway configured to convert a call received from the transaction processing system into IP protocol data, and provide the IP protocol data to the communication network;

a processor operatively coupled to the communication network and configured to receive the IP protocol data; and

a memory storage system operatively coupled to the processor and configured to store the IP protocol data;

a switch controlled by an agent and settable between a record-on mode and a record-off mode wherein the memory storage system records the call if the switch is set to the record-on mode and does not record the call if the switch is set to the record-off mode; and

an agent profile having a recording mode preference so that all calls serviced by an agent are automatically recorded if the preference is set to an always-record mode, and are not recorded if the preference is set to a no-record mode.

2. The system according to claim 1 further including a speech recognition device coupled to the switch to permit spoken commands from the agent to toggle the switch.

3. The system according to claim 1 wherein a call in progress is recorded when the agent sets the switch to the record-on mode.

4. The system according to claim 1 wherein a plurality of portions of at least one call are recorded on demand by the agent by selecting between the record-on mode and the record-off mode.

5. The system according to claim 1 wherein the switch is selected from the group consisting of a hardware switch, keyboard key, software switch, icon on a display screen, pointing device, a voice activation device, and mouse.

6. The system according to claim 1 wherein the processor stores the data provided by the communication network in the memory storage system without converting the IP protocol data.

7. The system according to claim 1 wherein the data stored in the memory storage system is compressed.

8. The system according to claim 1 wherein the gateway translates the call from the transaction processing system into a universal format.

9. The system according to claim 8 wherein the gateway translates the call from the transaction procession system into a packet-based protocol.

10. The system according to claim 8 wherein the gateway receives data from the transaction processing system having a protocol selected from the group consisting of Ethernet network protocol, ISDN protocol, USB network protocol, H.323 network protocol, SIP network protocol, MGCP network protocol, VoFR network protocol, VoATM network protocol, TDM network protocol, T1 network protocol, PSTN network protocol, BRI network protocol, and POTS network protocol.

11. The system according to claim 1 wherein the memory storage system contains at least one of a plurality of prerecorded announcements and a plurality of music selections.

12. The system according to claim 1 wherein the communication network is configured to receive text-based data corresponding to an incoming call and provide the text-based data to the processor for storage in the memory storage system.

31. The system according to claim 1 wherein the switch is selected turned on or off using telescripts in the transaction processing system.

13. A recording system for selectively recording calls between callers and agents of a transaction processing system, the recording system comprising:

means for converting a call received from the transaction processing system into IP protocol data;

an interface configured to operatively couple the means for converting, to the transaction processing system;

a communication network operatively coupled to the means for converting and configured to receive the IP protocol data from the means for converting;

means for processing operatively coupled to the communication network and configured to receive the IP protocol data from the communication network;

means for storing operatively coupled to the processor and configured to store the IP protocol data; and

means for switching controlled by an agent and settable between a record-on mode and a record-off mode wherein the means for storing records the call if the means for switching is set to the record-on mode and does not record the call if the means for switching is set to the record-off mode and wherein a plurality of portions of at least one call are recorded on demand by an agent by selecting between the record-on mode and the record-off mode.

14. The system according to claim 13 further including an agent profile having a recording mode preference so that all calls serviced by the agent are automatically recorded if the preference is set to an always-record mode, and are not recorded if the preference is set to a no-record mode.

15. The system according to claim 13 wherein the means for switching is selectively turned on or off using telescripts in the transaction processing system.

16. The system according to claim 13 wherein the switch is selected from the group consisting of a hardware switch, keyboard key, software switch, icon on a display screen, pointing device, a voice activation device, and mouse.

17. The system according to claim 13 wherein the data stored in the memory storage system is compressed.

18. The system according to claim 13 wherein the gateway translates the call from the transaction processing system into a universal format.

19. The system according to claim 18 wherein the gateway translates the call from the transaction procession system into a packet-based protocol.

20. The system according to claim 18 wherein the gateway receives data from the transaction processing system having a protocol selected from the group consisting of Ethernet network protocol, ISDN protocol, USB network protocol, H.323 network protocol, SIP network protocol, MGCP network protocol, VoFR network protocol, VoATM network protocol, TDM network protocol, T1 network protocol, PSTN network protocol, BRI network protocol, and POTS network protocol.

21. The system according to claim 13 wherein the memory storage system contains at least one of a plurality of prerecorded announcements and a plurality of music selections.

22. A method for recording calls between callers and agents of a transaction processing system, the method comprising:

interfacing an Internet Protocol (IP) gateway with the transaction processing system;

operatively coupling a communication network to the gateway;

converting, by the gateway, the call received from the transaction processing system into IP protocol data;

transmitting the IP protocol data to the communication network;

storing the IP protocol data in a memory storage system; and

controlling a switch that is settable between a record-on mode and a record-off mode wherein the call is recorded if the switch is set to the record-on mode and the call is not recorded if the switch is set to the record-off mode, and wherein a plurality of portions of at least one call are recorded on demand by an agent by selecting between the record-on mode and the record-off mode.

23. The method according to claim 22 further including an agent profile having a recording mode preference so that all calls serviced by the agent are automatically recorded if the preference is set to an always-record mode, and are not recorded if the preference is set to a no-record mode.

24. The method according to claim 22 wherein a plurality of portions of at least one call are recorded on demand by an agent by selecting between the record-on mode and the record-off mode, respectively.

26. The method according to claim 22 wherein the data stored in the memory storage system is compressed.

27. The method according to claim 22 wherein the gateway translates the call from the transaction processing system into a universal format.

28. The method according to claim 27 wherein the gateway translates the call from the transaction procession system into a packet-based protocol.

29. The method according to claim 27 wherein the gateway receives data from the transaction processing system having a protocol selected from the group consisting of Ethernet network protocol, ISDN protocol, USB network protocol, H.323 network protocol, SIP network protocol, MGCP network protocol, VoFR network protocol, VoATM network protocol, TDM network protocol, T1 network protocol, PSTN network protocol, BRI network protocol, and POTS network protocol.

30. The method according to claim 22 wherein the memory storage system contains at least one of a plurality of prerecorded announcements and a plurality of music selections.

25. The method wherein the switch is selected from the group consisting of a hardware switch, keyboard key, software switch, icon on a display screen, pointing device, a voice activation device;

and mouse.

32. A recording system for recording calls between callers and agents of a transaction processing system, the recording system comprising:

an Internet Protocol (IP) gateway;

an interface configured to operatively couple the IP gateway to the transaction processing system;

a communication network operatively coupled to the IP gateway, the IP gateway configured to convert a call received from the transaction processing system into IP protocol data, and provide the IP protocol data to the communication network;

a processor operatively coupled to the communication network and configured to receive the IP protocol data;

a memory storage system operatively coupled to the processor and configured to store the IP protocol data;

a switch controlled by an agent and settable between a record-on mode and a record-off mode wherein the memory storage system records the call if the switch is set to the record-on mode and does not record the call if the switch is set to the record-off mode; and

wherein the communications network is configured to receive text-based data corresponding to an incoming call and provide the text-based data to the processor for storage in the memory storage system.

33. A recording system for recording calls between callers and agents of a transaction processing system, the recording system comprising:

an Internet Protocol (IP) gateway;

an interface configured to operatively couple the IP gateway to the transaction processing system;

a communication network operatively coupled to the IP gateway, the IP gateway configured to convert a call received from the transaction processing system into IP protocol data, and provide the IP protocol data to the communication network;

a processor operatively coupled to the communication network and configured to receive the IP protocol data;

a memory storage system operatively coupled to the processor and configured to store the IP protocol data;

a switch controlled by an agent and settable between a record-on mode and a record-off mode wherein the memory storage system records the call if the switch is set to the record-on mode and does not record the call if the switch is set to the record-off mode and wherein the switch is selectively turned on and off using telescripts in the transaction processing system.