Selective dedication of active and passive contact center recording resources
First Claim
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 data distributor connected to the agent and the user, the method comprising the steps of:
- selecting an interconnection point from among a plurality of interconnection points in the network, the plurality of interconnection points comprising one or more points between the user and the data distributor and between the agent and the data distributor for recording the exchanged data;
dedicating recording resources to the selected interconnection point for recording the exchanged data;
wherein the interconnection points between the user and the data distributor include a selection from among a passive tap or an active tap from which data can be recorded and the interconnection points between the agent and the data distributor include a selection from among a passive tap or an active tap from which the data can be recordedwherein the active tap comprises a tap which resides in a critical path associated with the exchange data;
wherein a passive tap comprises a tap which does not reside in a critical path associated with the exchange data; and
wherein presence of a tap on the critical path enables control over the data exchange.
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0 Petitions
Accused Products
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.
148 Citations
27 Claims
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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 data distributor connected to the agent and the user, the method comprising the steps of:
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selecting an interconnection point from among a plurality of interconnection points in the network, the plurality of interconnection points comprising one or more points between the user and the data distributor and between the agent and the data distributor for recording the exchanged data; dedicating recording resources to the selected interconnection point for recording the exchanged data; wherein the interconnection points between the user and the data distributor include a selection from among a passive tap or an active tap from which data can be recorded and the interconnection points between the agent and the data distributor include a selection from among a passive tap or an active tap from which the data can be recorded wherein the active tap comprises a tap which resides in a critical path associated with the exchange data; wherein a passive tap comprises a tap which does not reside in a critical path associated with the exchange data; and wherein presence of a tap on the critical path enables control over the data exchange. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. 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 data distributor connected to the agent and the user, the system comprising:
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selection logic configured to select at least one interconnection point among interconnection points in the network including points between the user and the data distributor and between the data distributor and the agent; and recording resource allocation logic configured to allocate 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 data distributor and between the agent and the data distributor each include one or more passive taps or active taps from which the exchanged data can be recorded; and wherein the selecting of at least one of the interconnection points includes the selection of one or more active or passive taps; wherein the active tap comprises a tap which resides in a critical path associated with the exchange data; wherein a passive tap comprises a tap which does not reside in a critical path associated with the exchange data; and wherein presence of a tap on the critical path enables control over the data exchange. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. 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 data distributor connected to the agent and the user, the method comprising the steps of:
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selecting at least one interconnection point among interconnection points in the network including one or more points between the user and the data distributor and between the agent and the data distributor 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 data distributor and between the agent and the data distributor each include one or more passive taps or active taps from which the 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; receiving a CTI event; and based on the CTI event determining whether to use active or passive recording taps; wherein the active tap comprises a tap which resides in a critical path associated with the exchange data; wherein a passive tap comprises a tap which does not reside in a critical path associated with the exchange data; and wherein presence of a tap on the critical path enables control over the data exchange. - View Dependent Claims (22, 23)
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24. 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 data distributor connected to the agent and the user, the method comprising the steps of:
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selecting at least one interconnection point among interconnection points in the network including one or more points between the user and the data distributor and between the agent and the data distributor 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 data distributor and between the agent and the data distributor each include one or more passive taps or active taps from which the 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; and wherein an active tap includes active communication between a recorder and the data distributor; wherein a passive tap comprises a tap which does not reside in a critical path associated with the exchange data; and wherein presence of a tap on the critical path enables control over the data exchange. - View Dependent Claims (25, 26)
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27. A method for selectively dedicating resources for recording data exchanged between entities attached to a network including a contact center agent, a user, and a data distributor connected to the contact center agent and the user, the method comprising the steps of:
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selecting at least one interconnection point among interconnection points in the network including one or more points between the user and the data distributor and between the agent and the data distributor 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 comprise active and passive taps, the active taps being configured to selectively record; and wherein the selecting of at least one of the interconnection points includes the selection of one or more active or passive taps; wherein the active tap comprises a tap which resides in a critical path associated with the exchange data; and wherein a passive tap comprises a tap which does not reside in a critical path associated with the exchange data; and wherein presence of a tap on the critical path enables control over the data exchange.
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Specification