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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
First Claim
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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.

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