Systems and methods for providing network services for recording

• US 8,204,053 B1
• Filed: 01/16/2009
• Issued: 06/19/2012
• Est. Priority Date: 01/16/2008
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Calahan, Marc, Barnes, Robert John
• Primary Examiner(s): CHO, HONG SOL
• Application Number:
  US12/354,804
• Time in Patent Office: 1,250 Days
• Field of Search: 370/389, 370/390, 370/392, 370/401
• US Class Current: 370/389
• CPC Class Codes: H04L 63/0236 Filtering by address, protocol, port number or service, e.g. IP-address or URL
• CPC Class Codes: H04L 65/1083 In-session procedures

Abstract

IP packets associated with a communication are received at a first network device in an IP recording system. The first network device communicates to other devices in the IP recording network to receive a determination if the IP packets associated with the communication are to be recorded. The first network device may then be instructed to direct the IP packets associated with the communication to a recording device. In some implementations, the IP packets may duplicated, encrypted, re-encoded, compressed, etc. prior to recording.

Claims

1. A method for providing recording as a network service comprising:

receiving Internet Protocol (IP) packets associated with a communication at a gateway;

communicating control information between the gateway device and a customer voice portal;

determining at the customer voice portal that the communication is to be transferred to an agent communication device by the gateway, and that the IP packets associated with the communication are to be recorded in accordance with predetermined business rules; and

instructing the gateway, using a Session Initiation Protocol (SIP) control protocol, to transfer the communication to the agent communication device, and to direct the IP packets associated with the communication to a recording device, the gateway providing additional tagging information associated with the communication to the recording device.

2. The method of claim 1, wherein one or more of the IP packets associated with the communication includes a response from the customer voice portal, and determining that the IP packets associated with the communication are to be recorded if the response from the customer voice portal matches one or more predetermined responses.

3. The method of claim 1, wherein the communication is associated with an associated Automatic Number Identifier (ANI) and determining that the IP packets associated with the communication are to be recorded if the ANI associated with the communication matches a specified ANI.

4. The method of claim 1, wherein the communication is associated with a network destination, and determining that the IP packets associated with the communication are to be recorded if the network destination associated with the communication matches a specified network destination.

5. The method of claim 1, wherein determining that the IP packets associated with the communication are to be recorded comprises randomly determining that IP packets associated with the communication are to be recorded.

6. The method of claim 1, further comprising instructing the gateway to change a codec associated with the IP packets.

7. The method of claim 1, further comprising instructing the gateway to encrypt the IP packets.

8. The method of claim 1, further comprising instructing the gateway to modify the size of the IP packets.