Systems and methods for monitoring information corresponding to communication sessions

• US 7,920,482 B2
• Filed: 09/29/2006
• Issued: 04/05/2011
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Akers, Lynn Richard, Calahan, Marc
• Primary Examiner(s): LEE, CHI HO A
• Application Number:
  US11/540,785
• Publication Number:
  US 20080080386A1
• Time in Patent Office: 1,649 Days
• Field of Search: 370/252, 370/352, 370/401, 370/465, 709/217, 709/227
• US Class Current: 370/252
• CPC Class Codes: H04L 43/0817 by checking functioning
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Systems and methods for monitoring information corresponding to communication sessions are provided. A representative method includes: receiving information corresponding to the communication session; storing the information in long term storage; extracting a first portion of the information from the long term storage; populating a database with the first portion of the information such that the portion of the information is stored in the database in addition to being stored in the long term storage; determining that additional information corresponding to the communication session is required for use; and extracting an additional portion of the information from the long term storage.

Claims

1. A method for monitoring information corresponding to a communication session between a caller party and a called party, the communication being facilitated by a communication network having network switches, said method comprising:

receiving event information corresponding to the communication session, at least some of the information being provided by one of the network switches;

recording all of the event information, provided by the communication network, pertaining to the communication session such that the event information is stored in long term storage;

mapping at least some of the event information recorded to corresponding data fields in a database; and

storing the at least some of the event information in the database such that the at least some of the event information is stored in the database in addition to being stored in the long term storage.

2. The method of claim 1, further comprising:

determining that additional information, corresponding to the communication session and other than the information stored in the database, is to be accessed; and

using the information stored in the long term storage to provide the additional information.

3. The method of claim 1, further comprising:

using the information stored in the long term storage as inputs for troubleshooting of a software application used to monitor communications sessions.

4. A system for monitoring event information corresponding to a communication session between a caller party and a called party, the communication being facilitated by a communication network, said system comprising:

a recording system configured to communicate with the communication network, the recording system having a long term storage and being operative to record the event information corresponding to the communication session such that the event information is stored in the long term storage device; and

a data conversion system configured to communicate with the recording system and operative to map at least a portion of the event information that was recorded to corresponding data fields of a database and store a mapped portion of the event information in the database such that the mapped portion of the event information is stored in the database in addition to being stored in the long term storage device.

5. The system of claim 4, further comprising:

a state tracking system configured to identify events associated with the communication session, the state tracker being configured to communicate information corresponding to events identified to the recording system such that the information recorded by the recording system comprises the information corresponding to events identified.

6. The system of claim 5, wherein the information corresponding to events comprise:

caller party information, called party information and handling time.

7. The system of claim 4, further comprising:

a search system communicating with the long term storage and with the database, the search system being operative to access information stored in the long term storage device and in the database responsive to a user input.

8. The system of claim 4, further comprising:

means for accessing information stored in the long term storage and in the database responsive to a user input.

9. The system of claim 4, wherein the database is stored in the long term storage device.

10. The system of claim 4, further comprising at least one of:

a quality monitoring module, a call recording module, a workforce management module, a performance management module, an e-learning module, a coaching module, and a speech analytics module.