Call control presence

• US 8,139,741 B1
• Filed: 04/28/2010
• Issued: 03/20/2012
• 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: Calahan, Marc, Williams, Jamie Richard, Barnes, Robert John
• Primary Examiner(s): Deane, Jr., William
• Application Number:
  US12/769,544
• Time in Patent Office: 692 Days
• Field of Search: 370/352, 379/221.08, 379/207.02, 379/518, 379/519, 379/201.01, 379/266.1
• US Class Current: 379/201.01
• 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

Included are embodiments for detecting presence in a call control protocol environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.

Claims

1. A method for detecting presence in a Voice over Internet Protocol communications system environment, comprising:

subscribing to receive an indication related to events associated with a communication system, the events being subscribed to by a recorder controller;

receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device;

extracting tagging data associated with presence data from the communication between the first device and the second communications device, the tagging data including information related to an interaction invite and an interaction response;

placing the tagging data into an extended Session Initiation Protocol (SIP) header of the communication; and

recording the portion of the communication having the extended Session Initiation Protocol (SIP) header based on information contained in the extended Session Initiation Protocol (SIP) header of the portion of the communication and the notification.

2. The method of claim 1, wherein subscribing to events associated with a communications system includes subscribing to events associated with a communications device.

3. The method of claim 1, further comprising, in response to determining to invoke a recording of the interaction, invoking a recording of the interaction.

4. The method of claim 1, wherein the notification includes presence data associated with the first communication device.

5. The method of claim 1, wherein the notification includes presence data associated with the first communications device and the second communications device.

6. The method of claim 1, wherein invoking a recording includes determining at least one recorder for recording by the recorder controller.

7. A system for detecting presence in a Voice over Internet Protocol call control protocol environment, comprising:

a subscribing component configured to subscribe to events associated with a communication device;

a receiving component configured to receive a notification for an event, the event being associated with a communication between a first communications device and a second communications device and the notification;

an extraction component that extracts tagging data associated with presence data from the communication between the first device and the second communications device, the extraction including information related to an interaction invite and an interaction response, receiving component further placing the tagging data into a Session Initiation Protocol (SIP) header of the communication; and

a recording component that receives a notification of the event from the second communications device, the recording being performed based on the information contained in the Session Initiation Protocol (SIP) header of the communication and the notification.

8. The system of claim 7, wherein the determining component is configured to determine whether to invoke a recording of the event based on at least one business rule.

9. The system of claim 7, further comprising an invoking component configured to, in response to determining to invoke a recording of the event, invoke a recording of the event.

10. The system of claim 7, wherein the subscribing component is further configured to subscribe to events associated with a communications device.

11. The system of claim 7, wherein the notification includes presence data associated with the first communication device.

12. The system of claim 7, wherein the notification includes presence data associated with the first communications device and the second communications device.

13. The system of claim 7, wherein the notification is received in a Session Initiation Protocol (SIP) format.

14. The system of claim 7, wherein the invoking component is further configured to determine at least one recorder for recording.