Systems and methods for endpoint recording using a conference bridge
First Claim
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1. A method for recording a communication, comprising the steps of:
- receiving an incoming call from a calling phone;
routing the incoming call to a called phone in a contact center;
transmitting voice communications associated with the incoming call via the calling phone through a conference bridge;
duplicating the voice communications via the conference bridge;
selecting one of a plurality of recording devices to record the duplicated voice communications;
transmitting the duplicated voice communications via the conference bridge to the selected recording device; and
recording the duplicated voice communications at the selected recording device.
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Abstract
Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmitting voice communications associated with the incoming call via the calling phone through a conference bridge; duplicating the voice communications via the conference bridge; transmitting the duplicated voice communications via the conference bridge; and recording the duplicated voice communications.
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Citations
20 Claims
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1. A method for recording a communication, comprising the steps of:
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receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmitting voice communications associated with the incoming call via the calling phone through a conference bridge; duplicating the voice communications via the conference bridge; selecting one of a plurality of recording devices to record the duplicated voice communications; transmitting the duplicated voice communications via the conference bridge to the selected recording device; and recording the duplicated voice communications at the selected recording device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for recording a communication, comprising:
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a calling phone being operative to originate a call; a called phone being operative to receive an incoming call, the called phone being in a contact center; and a conference bridge being operative to receive voice communications associated with the incoming call between the called phone and the calling phone;
the conference bridge being operative to;duplicate the voice communications via the conference bridge; select one of a plurality of recording devices to record the duplicated voice communications; and transmit the duplicated voice communications over a network to the selected recording device. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A system for recording a communication, comprising:
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a calling phone being operative to originate a call; a called phone being operative to receive an incoming call, the called phone being in a contact center; a conference bridge being operative to receive voice communications associated with the incoming call between the called phone to the calling phone; a plurality of recording devices operable to record duplicated voice communications; and a soft switch being operative to instruct the conference bridge to duplicate and transmit the voice communications, wherein the conference bridge duplicates the voice communications, select one of the plurality of recording devices, and transmits the duplicated voice communications over a network to the selected recording device. - View Dependent Claims (20)
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Specification