Systems and methods for recording using virtual machines

• US 8,068,602 B1
• Filed: 09/29/2006
• Issued: 11/29/2011
• 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: Li, Oirong, Bluman, Scott
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US11/540,450
• Time in Patent Office: 1,887 Days
• Field of Search: 379/265.01
• US Class Current: 379/266.1
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A recording system that includes software configured to enable a first guest operating system to function in a virtual machine operating environment, a first recording software enabled to function by the first guest operating system, at least one processor, and at least one communication interface configured to receive first data corresponding to a first contact corresponding to a first contact center agent. The at least one processor is instructed by the first recording software to cause the first data to be stored in memory.

Claims

1. A recording system comprising:

software emulating a virtual machine configured to enable a first guest operating system to function in a virtual machine operating environment;

a first recording software enabled to function by the first guest operating system;

at least one processor; and

at least one communication interface configured to receive first data corresponding to a first contact corresponding to a first contact center agent;

a second guest operating system enabled by the software emulating a virtual machine to function in a virtual machine operating environment; and

the second recording software being enabled to function by the second guest operating system;

wherein said at least one processor is instructed by the first recording software to cause the first data to be stored in memory, and

wherein said at least one processor is instructed by the second recording software to cause the second data to be stored in memory in the event of a failure of the first recording software.

2. The system of claim 1, wherein the first data encodes a voice communication.

3. The system of claim 1, wherein the first data encodes a screen capture corresponding to a workstation used by the first contact center agent.

4. The system of claim 1, wherein the first contact is facilitated by Internet Protocol (IP) packets.

5. The system of claim 1,

wherein the at least one communication interface is configured to receive second data corresponding to a second contact corresponding to a second contact center agent.

6. The system of claim 5, wherein the second data encodes a voice communication.

7. The system of claim 5, wherein the second data encodes a screen capture corresponding to a workstation used by the first contact center agent.

8. The system of claim 1, wherein:

the first recording software functions within the first guest operating system;

the first guest operating system functions within the software emulating a virtual machine; and

the software emulating a virtual machine functions within a main operating system.