Method and apparatus for quality assurance in a multimedia communications environment
First Claim
Patent Images
1. A multimedia quality monitoring system comprising:
- an event manager coupled to a telephony contact server and one or more computer-communication contact servers, said event manager is to receive a notification that an audio communication has been routed to an agent by said telephony contact server and to determine whether or whether not to record audio data associated with said audio communication and further to receive another notification that a digital communication has been routed to said agent or to another agent by one of said computer-communication contact servers and to determine whether or whether not to record digital data associated with said digital communication, wherein said digital communication is digital audio communication or data communication;
an audio recording server to receive instructions from said event manager to record said audio data if so determined by the event manager; and
at least one computer-data recording server to receive instructions from said event manager to record said digital data if so determined by the event manager.
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Abstract
The present invention relates to a method and system for monitoring and evaluating multimedia telephonic and computer-communication interactions. The multimedia quality monitoring system may include an event manager, which may receive a notification associated with a communication between an agent and a customer and recording servers, which record data associated with the communication.
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Citations
15 Claims
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1. A multimedia quality monitoring system comprising:
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an event manager coupled to a telephony contact server and one or more computer-communication contact servers, said event manager is to receive a notification that an audio communication has been routed to an agent by said telephony contact server and to determine whether or whether not to record audio data associated with said audio communication and further to receive another notification that a digital communication has been routed to said agent or to another agent by one of said computer-communication contact servers and to determine whether or whether not to record digital data associated with said digital communication, wherein said digital communication is digital audio communication or data communication; an audio recording server to receive instructions from said event manager to record said audio data if so determined by the event manager; and at least one computer-data recording server to receive instructions from said event manager to record said digital data if so determined by the event manager. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for use in a multimedia quality monitoring system, the method comprising:
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receiving by an event manager a notification that a digital communication has been routed by a computer-communication contact server to an agent; determining whether or whether not to instruct a computer-data recording server to record digital data associated with said digital communication; receiving by said event manager a notification that an audio communication has been routed by a telephony contact server to said agent or to another agent; and determining whether or whether not to instruct an audio recording server to record audio data associated with said audio communication. - View Dependent Claims (11, 12)
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13. A multimedia quality monitoring system comprising:
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an event manager coupled to a Voice-over Internet protocol (VoIP) contact server, said event manager is able to receive a notification that a communication has been routed by said VoIP contact server to an agent and to determine whether or whether not to record VoIP data associated with said communication; a VoIP recording server to receive instructions from said event manager to record said VoIP data if so determined by the event manager; and at least one computer-data recording server to receive instructions from said event manager to record non-audio digital data associated with non-audio digital communication. - View Dependent Claims (14, 15)
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Specification