Systems and methods for endpoint recording using recorders

• US 8,130,938 B2
• Filed: 09/29/2006
• Issued: 03/06/2012
• Est. Priority Date: 03/31/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Dong, Thomas Z., Coleman, Mark Edmund
• Primary Examiner(s): HONG, HARRY S
• Application Number:
  US11/540,902
• Publication Number:
  US 20070230446A1
• Time in Patent Office: 1,985 Days
• Field of Search: 379/67.1, 379/112.01, 379/265.06, 379/265.07, 379/68, 379/87, 37920201-20601, 379/266.1, 709/204, 370/260, 370/352, 370/353, 370/356
• US Class Current: 379/266.1
• CPC Class Codes: H04L 12/66 Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• 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

Embodiments of the present invention provide systems and methods for recording media communications. An exemplary method is comprised of the following steps: configuring an endpoint recording device for relaying an incoming call to an endpoint component; receiving the incoming call from a communication system; determining whether to relay the incoming call to the endpoint component based on the configurations of the endpoint recording device; responsive to determining that the incoming call is to be relayed, relaying media communications associated with the incoming call to the endpoint component via the endpoint recording device; and recording the relayed media communications at the endpoint component.

Claims

1. A method for recording a communication session, comprising the steps of:

configuring an endpoint recording device for relaying an incoming call to an endpoint component;

receiving the incoming call from a communication system;

determining whether to relay the incoming call to the endpoint component based on the configurations of the endpoint recording device;

responsive to determining that the incoming call is to be relayed, relaying media communications associated with the incoming call to the endpoint component via the endpoint recording device; and

recording the relayed media communications at the endpoint component.

2. The method as defined in claim 1, wherein the step of relaying comprises:

duplicating the media communications associated with the incoming call via the endpoint recording device; and

transmitting the duplicated media communications via the endpoint recording device to the endpoint component.

3. The method as defined in claim 2, wherein the step of transmitting the duplicated media communications to the endpoint component is performed by the endpoint recording using one of an endpoint component name, an IP address, a SIP address, and a domain name system (DNS) name of the endpoint component.

4. The method as defined in claim 2, further comprising:

duplicating the media communications from a calling communication device via the endpoint recording device; and

transmitting the duplicated media communications from the calling communication device to the endpoint component using one of an endpoint component name, an IP address, a SIP address, and a domain name system (DNS) name of the endpoint component.

5. The method as defined in claim 1, further comprising transmitting Internet Protocol (IP) addresses of a calling communication device to a called communication device using one of a communication device name, an IP address, a SIP address, and a domain name system (DNS) name of the called communication device.

6. The method as defined in claim 5, further comprising transmitting the media communications via the called communication device to the calling communication device using one of a communication device name, an IP address, a SIP address, and a domain name system (DNS) name of the calling communication device.

7. The method as defined in claim 1, further comprising transmitting the media communications via a calling communication device to a called communication device using one of a communication device name, an IP address, a SIP address, and a domain name system (DNS) name of the called communication device.

8. The method as defined in claim 7, further comprising receiving the media communications via the called communication device from the calling communication device.

9. The method as defined in claim 1, further comprising:

determining whether a called communication device is capable of duplicating and transmitting duplicated media communications;

responsive to the determination that the called communication device is capable, instructing the called communication device to duplicate and transmit the communications.

10. The method as defined in claim 9, wherein the instructions are transmitted from the endpoint recording device.

11. A system for recording a communication session, comprising:

a called phone operative to receive an incoming call, the called phone being coupled to a customer center, the called phone being operative to transmit media communications associated with the incoming call over a communication system;

an endpoint recording device operative to be configured for relaying the incoming call, the endpoint recording device being operative to determine whether to relay the incoming call based on the configurations of the endpoint recording device, the endpoint recording device being operative to relay the media communications associated with the incoming call responsive to determining that the incoming call is to be relayed; and

an endpoint component operative to record the relayed media communications.

12. The system as defined in claim 11, further comprising a soft switch operative to instruct the endpoint recording device to duplicate and transmit the media communications.

13. The system as defined in claim 11, wherein the endpoint recording device relays the media communications by duplicating the media communications associated with the incoming call and transmitting the duplicated media communications to the endpoint component.

14. The system as defined in claim 11, wherein the endpoint recording device transmits Internet Protocol (IP) addresses of a calling phone to the called phone using one of a phone name, an IP address, a SIP address, and a domain name system (DNS) name of the called phone.

15. The system as defined in claim 14, wherein the called phone transmits media communications to the calling phone using one of a phone name, an IP address, a SIP address, and a domain name system (DNS) name of the calling phone.

16. The system as defined in claim 11, wherein the called phone transmits the media communications to the endpoint recording device using one of a recording device name, an IP address, a SIP address, and a domain name system (DNS) name of the endpoint recording device.

17. The system as defined in claim 11, further comprising a calling phone that transmits media communications to the called phone using one of a phone name, an IP address, a SIP address, and a domain name system (DNS) name of the called phone.

18. The system as defined in claim 17, wherein the called phone receives media communications from the calling phone.

19. The system as defined in claim 18, further comprising:

means for duplicating the media communications from the calling phone via the called phone; and

means for transmitting the duplicated media communications from the calling phone to the endpoint recording device using one of a recording device name, an IP address, a SIP address, and a domain name system (DNS) name of the endpoint recording device.

20. The system as defined in claim 11, wherein the calling phone is located at a customer center or at a customer premises.

21. A system for recording a communication session, comprising:

a called phone operative to receive an incoming call, the called phone being coupled to a customer center, wherein the called phone transmits media communications associated with the incoming call over a communication system;

an endpoint recording device operative to be configured for relaying an incoming call to an endpoint component, the endpoint recording device being operative to determine whether to relay the incoming call based on the configurations of the endpoint recording device, the endpoint recording device being operative to relay the media communications associated with the incoming call responsive to determining that the incoming call is to be relayed;

a soft switch operative to instruct the endpoint recording device to duplicate and transmit the media communications; and

an endpoint component operative to record the relayed media communications.