Method for forwarding and storing session packets according to preset and/or dynamic rules

• US 8,094,587 B2
• Filed: 12/10/2008
• Issued: 01/10/2012
• Est. Priority Date: 06/13/2002
• Status: Expired due to Term

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Halbraich, Eran, Bar, Eytan
• Primary Examiner(s): Rutkowski, Jeffrey M
• Application Number:
  US12/331,595
• Publication Number:
  US 20090116476A1
• Time in Patent Office: 1,126 Days
• Field of Search: 370/260, 370/261, 370/270, 370/271, 370/352, 370/390, 370/392, 370/401, 370/432, 709205-207, 709/224, 709/243, 379 70- 87
• US Class Current: 370/260
• CPC Class Codes: H04L 12/1831 Tracking arrangements for later retrieval, e.g. recording contents, participants activities or behavior, network status
• CPC Class Codes: H04L 43/00 Arrangements for monitoring or testing data switching networks
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/1106 Call signalling protocols; H.323 and related
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15
• CPC Class Codes: H04L 65/4038 with floor control
• CPC Class Codes: H04L 65/65 Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/567 Multimedia conference systems
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

A system and method for recording and/or monitoring data by forwarding it, with or without analyzing or otherwise filtering the data itself are provided. According to embodiments of the invention, the system and method are operative over IP networks. According to an embodiment of the invention, there is provided a system and method for forwarding data according to at least one characteristic of the data, such as the session'"'"'s metadata for example, without analyzing or otherwise filtering the data itself. According to another embodiment of the invention, before the data is forwarded to the recording device, pre-processing algorithms are performed according to a system preset or according to one or more rules.

Claims

1. A method for recording Internet Protocol (IP) media sessions through a network, comprising:

providing a recording system located externally to an IP telephone system;

delivering to the recording system at least one characteristic of an IP media session from a call center customers database;

assessing said at least one characteristic for compliance with at least one rule applied by the recording system;

if said at least one characteristic matches said at least one rule, sending a request from the recording system to a management unit of an IP telephone to forward data related to the IP media session to the recording system; and

forwarding, by the IP telephone, data of the IP media session to the recording system, after adjusting destination IP address and port of the data.

2. The method of claim 1, wherein said at least one rule is related to preferred customers of the call center.

3. The method of claim 1, wherein said at least one rule is related to a specific campaign in the call center.

4. The method of claim 1, wherein said at least one rule comprises a deterministic rule.

5. The method of claim 1, wherein said at least one rule comprises a statistical rule.

6. The method of claim 5, wherein said statistical rule includes instructions to record a certain percentage of said session in a certain time interval.

7. The method of claim 1 wherein said at least one rule comprises an event driven rule.

8. The method of claim 1, wherein said at least one characteristic comprises metadata.

9. The method of claim 1 comprising:

pre-processing the data of the IP media session before forwarding.

10. The method of claim 9, wherein said pre-processing comprises performing at least one of encapsulation, re-encapsulation, summation, compression, encryption or decryption of at least a portion of the data.

11. The method of claim 1 comprising compressing the data prior to forwarding.

12. The method of claim 1 comprising:

detecting initiation of the IP media session by a recording agent; and

contacting the recording system by the recording agent.

13. The method of claim 1, further comprising at least one of:

displaying said forwarded data; and

recording said forwarded data.

14. The method of claim 1, wherein said at least one rule states that all data of the session is to be forwarded.

15. The method of claim 1, wherein said IP media session is one of the following sessions:

voice over IP sessions, video conference sessions, chat sessions, a trunk radio sessions or web collaboration sessions.

16. The method of claim 1, wherein the forwarding comprises duplicating only a portion of the data.

17. The method of claim 1, wherein said at least one rule is driven by an event which occurs externally to the session.

18. The method of claim 1, wherein the forwarding is performed by one of the parties participating in the IP media session.

19. The method of claim 18, wherein one of the participating parties is an IP telephone.

20. The method of claim 18, wherein one of the participating parties is a gateway.

21. A method for recording Internet Protocol (IP) media sessions through a network, comprising:

providing a recording system located externally to a call center communication system;

delivering to the recording system at least one characteristic of an IP media session from a call center customers database;

assessing by the recording system the at least one characteristic for compliance with at least one rule and, if the at least one characteristic matches the at least one rule, sending a request, using call telephony integration (CTI), from the recording system to a management unit of the call center communication system to forward data related to the IP media session to the recording system; and

forwarding, by the call center communication system, data of the IP media session to the recording system, after adjusting destination IP address and port of the data.

22. A method for recording Internet Protocol (IP) media sessions through a network, comprising:

providing a recording system located externally to a communication system;

delivering to the recording system at least one characteristic related to a content exchanged in the IP media session;

assessing by the recording system the at least one characteristic for compliance with at least one rule, and, if the at least one characteristic matches the at least one rule, sending a request from the recording system to a management unit of the communication system to forward data related to the IP media session to the recording system; and

forwarding data of the IP media session to the recording system, after adjusting destination IP address and port of the data.