Content-based storage management

• US 8,195,616 B2
• Filed: 02/01/2010
• Issued: 06/05/2012
• Est. Priority Date: 02/14/2000
• Status: Expired due to Term

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Kasmirsky, Yehoshaphat, Elazar, Avishai, Kor, Ilan
• Primary Examiner(s): LE, THU NGUYET T
• Application Number:
  US12/697,645
• Publication Number:
  US 20100138459A1
• Time in Patent Office: 855 Days
• Field of Search: 707/665, 707/667, 707/668, 707/812, 707/999.204
• US Class Current: 707/665
• CPC Class Codes: G06F 16/40 of multimedia data, e.g. slideshows comprising image and additional audio data retrieval of still image data G06F16/50; retrieval of audio data G06F16/60; retrieval of video data G06F16/70
• CPC Class Codes: G06F 16/435 Filtering based on additional data, e.g. user or group profiles
• CPC Class Codes: G06F 16/48 Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually
• CPC Class Codes: G06F 2003/0697 device management, e.g. handlers, drivers, I/O schedulers
• CPC Class Codes: G06F 3/0601 Interfaces specially adapted for storage systems

Abstract

Embodiments of the invention are directed to a system and method for data management according to the content of the data. The system may enable data to be stored in one of a plurality of different storage options according to at least one characteristic of the data, in which the at least one characteristic is related to the content of the data. The system may comprise a rule-based storage management mechanism for the processes of archiving and/or retrieving data. Optionally, the data is stored for a time interval according to the at least one characteristic of the data and may be moved to a different type of storage option after an event occurs, for example the time interval has elapsed.

Claims

1. A method for managing data storage comprising:

receiving, over a service center communication network, a stream of audio data related to a communication;

converting the audio data into textual data and automatically analyzing the textual data to determine at least one characteristic of the audio content of the received stream;

generating, based on the analysis, textual analysis metadata associated with the audio content;

receiving Computer Telephony Integration (CTI) metadata related to the stream of audio data communication;

receiving, over the service center communication network, captured screen data; and

automatically analyzing the screen data and generating screen data metadata based on the analysis screen; and

selecting, according to said textual analysis metadata, CTI metadata and screen data metadata and according to at least one rule, either to store at least a portion of the audio data in a selected storage option from a plurality of storage options having different types of accessibility and capacity and placing at least said portion of the audio data in the selected storage option;

or not to store the audio data and deleting said portion of the audio data.

2. The method of claim 1, wherein automatically analyzing the textual data comprises extracting content and information related to subject matter of the textual data according to one or more keywords.

3. The method of claim 1, wherein automatically analyzing the textual data comprises extracting content and information related to a topic, categorization of information and classification of information.

4. The method of claim 1, wherein said plurality of storage options include different types of devices having different access times.

5. The method of claim 1, wherein at least one storage option includes an on-line storage device and at least one storage option includes an off-line storage device.

6. The method of claim 1, wherein said at least one rule includes a time interval for holding the audio data in said selected storage option.

7. The method of claim 6, further comprising:

migrating the audio data from a first selected storage option to a second selected storage option after said time interval has elapsed.

8. The method of claim 1, wherein said at least one rule is generated automatically according to business data.

9. The method of claim 1, wherein said at least one rule includes an action to be performed on the audio data according to an event, wherein said event is related to the at least one characteristic of the audio content of the received stream.

10. The method of claim 1, further comprising:

receiving screen data pertaining to screen events of a computational device;

rendering the screen data and the audio data into a common format; and

combining the screen data and audio data into a single file.

11. The method of claim 1, wherein the method is performed within a service center and the audio data is associated with a telephone call between a customer and an operator of the service center.

12. A system for audio data management comprising:

a storage device;

a format module to receive, over a service center communication network, a stream of audio data related to a communication and to convert the audio data into textual data;

an analyzer to automatically analyze the textual data so as to determine at least one characteristic of the audio content of the stream and to generate, based on the analysis, textual analysis metadata associated with the audio content and further to automatically analyze captured screen data and to generate screen data metadata based on the analysis;

a computer telephony integration (CTI) server to receive Computer Telephony Integration (CTI) metadata related to the stream of audio data communication;

a rule engine to select according to the textual analysis metadata, CTI metadata and screen data metadata and according to at least one rule, either to store at least a portion of the audio data in a selected storage option from a plurality of storage options having different types of accessibility and capacity;

or not to store the audio data; and

a storage manager to receive a decision from said rule engine.

13. The system of claim 12, further comprising an input source to deliver the stream of audio data to said analyzer.

14. The system of claim 12, further comprising

a plurality of storage devices having different types of accessibility and capacity, wherein said storage manager stores the audio data in one of said plurality of storage devices according to said decision.

15. The system of claim 12 comprising:

a correlator for correlating data originated from more than one source of data, the data selected from the group containing computer metadata, telephony metadata, formatted data and telephony content data for determining at least one characteristic of audio data to be stored.

16. The system of claim 12, further comprising a client relationship management (CRM) server to provide CRM metadata input associated with the communication, wherein said rule engine is further to compare at least a portion of the CRM metadata to at least one rule and to select one of a plurality of storage options based on said comparison.