Method and apparatus for archiving calls terminating at a computer

• US 8,130,913 B1
• Filed: 03/30/2007
• Issued: 03/06/2012
• Est. Priority Date: 03/30/2007
• Status: Active Grant

• Current Assignee: Veritas Technologies, LLC (Whitehouse Group Ltd.)
• Original Assignee: Symantec Corporation (NortonLifeLock Inc.)
• Inventors: Panchbudhe, Ankur, Bezbaruah, Angshuman
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US11/731,321
• Time in Patent Office: 1,803 Days
• Field of Search: 379/68, 379/85, 379/88.26, 379/112.01, 379/121.05, 379/133, 379/266.1, 455/18
• US Class Current: 379/68
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04M 1/2535 adapted for voice communication over an Internet Protocol [IP] network Voice over Internet Protocol (VoIP) network equipment and services H04M7/006; implementation or adaptation of Internet protocol [IP], of transmission control protocol [TCP] or of user datagram protocol [UDP] H04L69/16
• CPC Class Codes: H04M 1/656 for recording conversations
• 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 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 method and apparatus for archiving a call terminating at a client device are provided. In an example, a command or packet associated with a protocol for setting up the call is intercepted. In response to the interception, the call is associated with a call ID. An information associated with the call is retrievably stored in an archive using the call ID. The information is at least partially determined via replicating at least one of a device input signal associated with an outbound call content and a device output signal associated with an inbound call content. In an example, a call capture agent resident on the client device is controlled by a call archive administration service, and performs the replication by forming respective loopbacks corresponding to the at least one of the device input signal and the device output signal. In an example, the respective loopbacks are virtual loopbacks.

Claims

1. A method comprising:

intercepting a command associated with a protocol, wherein the command is configured to set up a call between a client device and another device, and the call comprises at least one of an outbound call content originating at the client device, or an inbound call content originating at the another device;

associating the call with a call identifier in response to the intercepting of the command;

in response to the intercepting of the command, monitoring a progress of the protocol toward the set up of the call;

in response to the intercepting of the command, instructing an agent resident on the client device to perform replication of at least one of

a first signal associated with the outbound call content as a replicated first signal, or

a second signal associated with the inbound call content as a replicated second signal, wherein the instructing the agent to perform the replication comprises;

instructing the agent to perform the replication in response to the monitoring the progress indicating the set up of the call being near enough completed; and

storing at least one of the replicated first signal or the replicated second signal in an archive using the call identifier.

4. The method of claim 1, further comprising

receiving, from the agent, at least one of the replicated first signal or the replicated second signal, wherein

the receiving is performed prior to the storing.

5. The method of claim 1, further comprising:

in response to the intercepting of the command, instructing the agent to perform a preparation for the replication, wherein

the instructing the agent to perform the preparation is performed prior to the instructing the agent to perform the replication.

6. The method of claim 5, further comprising:

receiving local information associated with the call from the agent, and

storing the local information associated with the call in the archive using the call identifier.

7. The method of claim 5, further comprising:

receiving notice from the agent of a completion of the preparation before the instructing the agent to perform the replication.

8. The method of claim 5, wherein the preparation comprises:

forming one or more loopbacks, wherein

the one or more loopbacks are configured to facilitate the replicating.

9. The method of claim 1, wherein

the replication is performed using one or more loopbacks formed at the client device.

10. The method of claim 9, wherein the one or more loopbacks comprise one or more virtual loopbacks.

11. The method of claim 9, further comprising:

responding to the intercepting by instructing the agent to form the one or more loopbacks.

12. The method of claim 11, further comprising:

causing the agent to form the one or more loopbacks in advance of a completion of the set up of the call.

13. The method of claim 1, wherein

each of the inbound call content and the outbound call content includes an audio content component,

the first signal comprises the audio content component of the outbound call content, and

the second signal comprises the audio content component of the inbound call content.

14. The method of claim 1, wherein

each of the inbound call content and the outbound call content includes a video content component,

the first signal includes the video content component of the outbound call content, and

the second signal includes the video content component of the inbound call content.

15. The method of claim 1, wherein

each of the inbound call content and the outbound call content includes an audio content component, and

the method further comprises:

performing a speech-to-text conversion of at least one of the audio content component of the inbound call content or the outbound call content, and

storing a result of the speech-to-text conversion in the archive using the call identifier.

16. The method of claim 15, further comprising:

indexing a result of the speech to text conversion, and

storing a result of the indexing in the archive using the call identifier.

17. The method of claim 1, wherein

each of the inbound call content and the outbound call content includes an audio content component, and

the method further comprises:

performing a phonetic indexing of at least one of the audio content component of the inbound call content or the outbound call content, and

storing a result of the phonetic indexing in the archive using the call identifier.

18. The method of claim 1, wherein

at least one of the inbound call content and the outbound call content includes a metadata component, and

the method further comprises:

extracting the metadata component, and

storing a result of the metadata extraction in the archive using the call identifier.

19. The method of claim 1, further comprising:

monitoring a heartbeat signal from an agent resident on the client device; and

terminating the call in response to the monitoring indicating an absence of the heartbeat signal.

2. An apparatus comprising:

means for intercepting a command associated with a protocol, wherein the command is for setting up a call between a client device and another device, the call comprises at least one of

an outbound call content originating at the client device, or

an inbound call content originating at the another device;

means for associating the call with a call identifier in response to the intercepting of the command;

means for monitoring, in response to the intercepting of the command, a progress of the protocol toward the set up of the call;

means for instructing, in response to the intercepting of the command, an agent resident on the client device to perform replication of at least one of

a first signal associated with the outbound call content as a replicated first signal, or

a second signal associated with the inbound call content as a replicated second signal, wherein the means for instructing the agent to perform the replication comprises;

means for instructing the agent to perform the replication in response to the monitoring the progress indicating the set up of the call being near enough completed; and

means for storing at least one of the replicated first signal or the replicated second signal in an archive using the call identifier.

20. The apparatus of claim 2, further comprising means for instructing the agent to begin a preparation for the replication.

21. The apparatus of claim 2, further comprising

means for instructing the agent to form one or more loopbacks, wherein

the one or more loopbacks are configured to facilitate the replication of the at least one of the first signal or the second signal.

3. A system comprising:

an agent resident on the client device, wherein the agent is configured to replicate at least one of

a first signal associated with an outbound call content of a call as a replicated first signal, or

a second signal associated with an inbound call content of the call as a replicated second signal,

the agent is further configured to perform the replication by forming one or more loopbacks,

the agent is further configured to perform the replication in response to receiving replication instructions; and

a call archive administration service configured to for intercept command associated with a protocol, wherein

the command is for setting up the call,

the call archive administration service is configured to associate the call with a call identifier in response to the interception,

monitor a progress of the protocol toward the set up of the call in response to the interception,

control the replication by the call capture agent, wherein the call archive administration service is configured to control the replication by instructing the agent to perform the replication, and the call archive administration service is configured to instruct the agent to perform the replication in response to the monitoring of the progress indicating that the setup of the call is near enough completed, and

store at least one of the replicated first signal or the replicated second signal in an archive using the call identifier.