Methods and devices for archiving recorded interactions and retrieving stored recorded interactions

• US 7,882,212 B1
• Filed: 10/31/2002
• Issued: 02/01/2011
• Est. Priority Date: 01/28/2002
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Systems Incorporated
• Inventors: Ringelman, John M., Nappier, Sherry, Spohrer, Dan
• Primary Examiner(s): Refai; Ramsey
• Application Number:
  US10/285,321
• Time in Patent Office: 3,015 Days
• Field of Search: 37926501-26506, 707/204, 709/224, 709/223, 709/204
• US Class Current: 709/224
• CPC Class Codes: G06F 11/3414 Workload generation, e.g. scripts, playback
• CPC Class Codes: G06F 11/3438 monitoring of user actions tracking the activity of the user H04L67/535
• CPC Class Codes: G06F 11/3476 Data logging G06F11/14, G06F11/2205 take precedence
• CPC Class Codes: G06F 2201/875 Monitoring of systems including the internet
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

At least one contact between at least one server and at least one user is archived. The contact includes a recorded interaction between the user and the server, e.g., a recorded interaction between a customer and a customer service agent via the server. The contact is associated with a contact folder in a local storage. A portion of the contact is selected to be archived, and the time to archive the selected portion is determined. The selected portion of the contact is archived in an extended storage at the determined time. Archiving includes copying at least the content from the associated contact folder in the local storage and forwarding at least the copied content to an extended storage. A portion of the archived contact or the entire archived contact may be restored by determining that the contact is archived and retrieving the contact or the portion of the contact from the extended storage.

Claims

1. A method for archiving at least one contact between at least one server and at least one user, wherein the at least one contact includes a recorded interaction between a customer and a contact center agent via the at least one server, the method comprising the steps of:

capturing and storing a plurality of contacts into one or more folders in a local non-volatile data store, each of the plurality of contacts comprising interactions captured and stored in the local non-volatile data store based upon the application of business rules to the interactions, wherein the business rules are configured using information acquired from an external source in business rules definition process to capture the plurality of contacts and each of the plurality of contacts is grouped into one or more categories based on the business rules, each of the one or more categories containing properties for accessing one or more of the plurality of contacts within the same category;

accessing one or more predetermined rules, the one or more predetermined rules comprising an archive date to configure when archiving should occur, and specifying at least a portion of the contact to be archived;

determining the at least one contact to be archived from among the plurality of contacts, wherein the at least one contact is associated with the one or more folders, the determination being based upon an expiration of an association of the at least one contact and the one or more folders;

selecting a portion of the at least one contact to be archived; and

archiving the selected portion of the at least one contact in an extended storage based upon the determination, the at least one contact including content and associated metadata based upon the one or more predetermined rules.

2. The method of claim 1, wherein the interaction is recorded as a contact based upon meeting at least one predetermined business rule.

3. The method of claim 2, wherein all contacts that satisfy a particular business rule are associated with a particular predetermined rule.

4. The method of claim 1, wherein the content includes audio data, video data, multimedia data, or a combination of audio data, video data and multimedia data.

5. The method of claim 1, wherein the step of archiving includes archiving the content and the associated metadata based upon the one or more predetermined rules.

6. The method of claim 1, wherein the step of archiving includes archiving only the content based upon the one or more predetermined rule.

7. The method of claim 1, further comprising purging any portion of contacts that are not selected for archiving to the extended storage.

8. The method of claim 1, further comprising the steps of:

determining whether the at least one contact includes any other associations with any active folders that comprise the one or more predetermined rules that maintains the contact in the local non-volatile data store;

dismissing the at least one contact from the local non-volatile data store based on the determination.

9. The method of claim 8, wherein the at least one contact is associated with one or more folders and each of said one or more folders comprises the one or more predetermined rules, and the step of archiving is performed at the earliest of the expiration times and dates.

10. The method of claim 9, further comprising determining when all of the one or more predetermined rules associated with the one or more folders have expired and dismissing the contact from the local non-volatile data store based upon the expiration of all of the predetermined rules.

11. The method of claim 1, wherein the at least one contact is associated with one or more folders each folder comprising the one or more predetermined rules and each of said one or more predetermined rules for the one or more folders comprises a purge time and date, and the method further comprises purging the contact from extended storage when the last purge time and date expires.

12. The method of claim 1, further comprising restoring an archived contact from extended storage, the restoring comprising returning the contact to the local non-volatile data store.

13. The method of claim 12, further comprising restoring an archived contact from extended storage, including restoring archived content associated with the contact and associated metadata.

14. The method of claim 13, further comprising restoring an archived contact from extended storage, the restoring comprising retrieving the copied content from the extended storage and restoring the copied content to the local non-volatile data store.

29. The method of claim 1, wherein the selected portion of the at least one contact to be archived is based upon a media type associated with the selected portion of the contact.

15. An apparatus for archiving at least one contact between at least one server and at least one user, wherein the contact includes a recorded voice interaction between a customer and a contact center agent via the server, the apparatus comprising:

means for capturing and storing a plurality of contacts into one or more folders in a local non-volatile data store, each of the plurality of contacts comprising interactions captured and stored in the local non-volatile data store based upon the application of business rules to the interactions, wherein the business rules are configured using information acquired from an external source in business rules definition process to capture the plurality of contacts and each of the plurality of contacts is grouped into one or more categories based on the business rules, each of the one or more categories containing properties for accessing one or more of the plurality of contacts within the same category;

means for accessing one or more predetermined rules, the one or more predetermined rules comprising an archive date to configure when archiving should occur, and specifying at least a portion of the contact to be archived;

means for determining the at least one contact to be archived from among the plurality of contacts, wherein the at least one contact is associated with the one or more folders, the determination being based upon an expiration of an association of the at least one contact and the one or more folders;

means for selecting a portion of the at least one contact to be archived based upon application of the one or more predetermined rules; and

means for archiving the selected portion of the at least one contact in an extended storage based upon the means for determining, the at least one contact including content and associated metadata based upon the one or more predetermined rules.

16. The apparatus of claim 15, wherein the interaction is recorded as a contact based upon meeting at least one predetermined business rule.

17. The apparatus of claim 16, wherein all contacts that satisfy a particular business rule are associated with a particular predetermined rule.

18. The apparatus of claim 15, wherein the archiving means copies content associated with at least at least one contact and the one or more predetermined rules and forwards the copied content to the extended storage.

19. The apparatus of claim 15, wherein the content includes audio data, video data, multimedia data, or a combination of audio data, video data, and multimedia data.

20. The apparatus of claim 15, wherein the one or more predetermined rules specify that only the content is archived.

21. The apparatus of claim 15, further comprising means for purging any portion of contacts that are not selected for archiving to the extended storage.

22. The apparatus of claim 15, further comprising:

determination means operable to determine whether the at least one contact includes any associations with any active folders that comprise the one or more predetermined rules that maintain the contact in the local non-volatile data store;

dismissal means operable to remove the at least one contact from the local non-volatile data store based on the determination.

23. The apparatus of claim 22, wherein the at least one contact is associated with one or more folders and each of said one or more folders comprises the one or more predetermined rules, and the archiving means performs archiving at the earliest of the expiration times and dates.

24. The apparatus of claim 23, further comprising means for determining when all of the one or more predetermined rules associated with the one or more folders have expired and means for dismissing the contact from the local non-volatile data store based upon the expiration of all of the predetermined rules.

25. The apparatus of claim 15, wherein the at least one contact is associated with one or more folders each folder comprising the one or more predetermined rules and each of said one or more predetermined rules for the one or more folders comprises a purge time and date, and the apparatus further comprises means for purging the contact from extended storage when the last purge time and date expires.

26. The apparatus of claim 15, further comprising means for restoring an archived contact from extended storage by returning the contact to the local non-volatile data store.

27. The apparatus of claim 26, further comprising means for restoring an archived contact from extended storage to local non-volatile data store, including restoring content associated with the contact and associated metadata.

28. The apparatus of claim 27, further comprising means for restoring an archived contact from extended storage to local non-volatile data store by retrieving the archived contact from the extended storage and restoring the archived contact to the local storage.