Systems and methods for endpoint recording using a media application server

• US 8,204,056 B2
• Filed: 03/31/2006
• Issued: 06/19/2012
• 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: Dong, Thomas Z., Williams, Jamie
• Primary Examiner(s): HAN, CLEMENCE S
• Application Number:
  US11/395,759
• Publication Number:
  US 20070230478A1
• Time in Patent Office: 2,272 Days
• Field of Search: None
• US Class Current: 370/390
• CPC Class Codes: H04L 45/16 Multipoint routing
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/1094 Inter-user-equipment sessions transfer or sharing
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony 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 communication. An exemplary method comprises the steps of: receiving an incoming communication from a first communication device; routing the incoming communication to a second communication device in a call center; transmitting media communications associated with the incoming media communication between the first communication device and the second communication device through a media application server; duplicating the media communications via the media application server; transmitting the duplicated media communications via the media application server; and recording the duplicated media communications.

Claims

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

receiving an incoming communication from a first communication device;

routing the incoming communication to a second communication device in a call center;

transmitting media communications associated with the incoming communication between the second communication device and the first communication device through a media application server;

duplicating the media communications via the media application server;

selecting one of a plurality of recording devices to record the media communications, wherein the selected recording device is automatically selected based on a comparison of load between at least two of the plurality of recording devices;

transmitting the duplicated media communications via the media application server to the selected recording device while the media communications are on-going; and

recording the duplicated media communications via the selected recording device.

2. The method as defined in claim 1, further comprising instructing the media application server to duplicate and transmit the media communications.

3. The method as defined in claim 2, wherein the instructions are transmitted from a recording device.

4. The method as defined in claim 1, further comprising transmitting an Internet Protocol (IP) address of the first communication device to the second communication device using an IP address of the second communication device.

5. The method as defined in claim 4, further comprising transmitting the media communications via the media application server from the second communication device to the first communication device using the IP address of the first communication device.

6. The method as defined in claim 1, wherein the step of transmitting the duplicated media communications to the selected recording device is performed by the media application server using an IP address of the selected recording device.

7. The method as defined in claim 6, further comprising:

duplicating the media communications from the first communication device via the media application server; and

transmitting the duplicated media communications from the first communication device to the selected recording device using an IP address of the selected recording device.

8. The method as defined in claim 1, further comprising transmitting media communication via the media application server from the first communication device to the second communication device using an IP address of the second communication device.

9. The method as defined in claim 8, further comprising receiving media communications via the media application server from the second communication device via the first communication device.

10. A system for recording a communication, comprising:

a first communication device being operative to route an incoming communication;

a second communication device being operative to receive the incoming communication, the second communication device being in a call center;

a media application server being operative to receive media communications associated with the incoming communication between the first communication device and the second communication device;

the media application server being operative to duplicate and transmit the media communications over a network and select a recording device from a plurality of recording devices to receive the transmitted media communications while the media communications are on-going, wherein the selected recording device is automatically selected based on a comparison of load between at least two of the plurality of recording devices; and

the plurality of recording devices being operative to record the duplicated media communications.

11. The system as defined in claim 10, wherein the media application server includes a media controller and a media processor, the media controller being operative to instruct the media processor to duplicate and transmit the media communications.

12. The system as defined in claim 11, wherein the recording device is operative to transmit instructions to the media controller, the media controller being operative to instruct the media processor to duplicate and transmit the media communications based on the transmitted instructions.

13. The system as defined in claim 11, wherein the media application server transmits an Internet Protocol (IP) address of the first communication device to the second communication device using an IP address of the second communication device.

14. The system as defined in claim 13, wherein the media application server transmits the media communications to the first communication device using the IP address of the first communication device.

15. The system as defined in claim 10, wherein the media application server transmits the duplicated media communications to the selected recording device using an IP address of the selected recording device.

16. The system as defined in claim 10, wherein the media application server transmits the media communications to the second communication device using an IP address of the second communication device.

17. The system as defined in claim 16, wherein the media application server receives the media communications from the first communication device.

18. The system as defined in claim 17, further comprising:

means for duplicating the media communications from the first communication device via the media application server; and

means for transmitting the duplicated media communications from the first communication device to the selected recording device using an IP address of the selected recording device.

19. A system for recording a communication, comprising:

a first communication device being operative to route an incoming communication;

a second communication device being operative to receive the incoming communication, the second communication device being in a call center;

a media application server being operative to receive media communications associated with the incoming communication between the first communication device and the second communication device, wherein the media application server includes a media controller and a media processor, the media controller being operative to instruct the media processor to duplicate and transmit the media communications, wherein the media processor duplicates the media communications and transmits the duplicated media communications over a network while the media communications are on-going and selects a recording device from a plurality of recording devices to receive the transmitted media communications, wherein the selected recording device is automatically selected based on a comparison of load between at least two of the plurality of recording devices; and

the plurality of recording devices being operative to record the duplicated media communications.

20. The system as defined in claim 19, wherein the recording device is operative to transmit instructions to the media controller, the media controller being operative to instruct the media processor to duplicate and transmit the media communications based on the transmitted instructions.