System and method for forwarding a session based on a recording capacity

• US 8,233,595 B2
• Filed: 12/17/2007
• Issued: 07/31/2012
• Est. Priority Date: 12/17/2007
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Portman, Leon, Margolis, Stas, Weiss, Shay, Ben Zeev, Noam
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Huynh, Van D
• Application Number:
  US11/958,141
• Publication Number:
  US 20090154689A1
• Time in Patent Office: 1,688 Days
• Field of Search: 379/265.06, 379/34, 379/265.01, 379/265.03, 379/265.12, 379/266.1, 395/750, 370/260
• US Class Current: 379/88.18
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• 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

A system and method for forwarding a session based on a recording capacity. A recording sub-system may inform a session forwarding component of a recording capacity associated with agents. A forwarding component may select an agent to handle a session based on a recording capacity associated with the agent. A session may be interrupted if the recording capacity associated with the session is reduced below a predefined level.

Claims

1. A computer-implemented method of selecting an agent to handle an interactive session comprising:

providing by a recording system, information relating to recording capacity associated with each of a plurality of agents;

receiving and storing the information in a presence server;

receiving, by a telephony system, the information from the presence server; and

selecting, by the telephony system, one of the agents to handle a received interactive session according to a rule based on the information.

2. The method of claim 1, wherein the information relating to recording capacity comprises recording availability indication.

3. The method of claim 1, wherein the information relating to recording capacity comprises at least one of a recording duration limitation, recording volume capacity, recording speed, recording quota and recording quality.

4. The method of claim 1 wherein the rule dictates that a specific agent is to receive the interactive session if recording is available for the specific agent.

5. The method of claim 1, wherein the rule dictates that a specific agent is to receive the interactive session if a certain recording capacity is available for the specific agent.

6. The method of claim 1, wherein the rule dictates that a specific agent is to receive the interactive session if a certain recording capacity is available for the specific agent.

7. The method of claim 1 further comprising:

updating the telephony system by the presence server when a recording capacity for an agent is changed.

8. The method of claim 1 further comprising:

updating the telephony system by the presence server periodically.

9. The method of claim 1, wherein providing the information is performed via session initiating protocol messages.

10. The method of claim 1 further comprising:

reporting by the recording system to the presence server when one of an error, a fault and a reduction of recording capacity occurs; and

informing the telephony system by the presence server that one of an error, a fault and a reduction of recording capacity occurred.

11. The method of claim 10 further comprising:

selecting an alternative recording system to record the received interactive session based on information provided by presence server.

12. The method of claim 10 further comprising:

notifying the agent handling the received interactive session, by the telephony system, that the received interactive session is not being recorded.

13. The method of claim 1 further comprising:

updating the presence server by multiple recording systems regarding their recording capacities; and

updating the telephony system by the presence server of recording capacities pertaining to the multiple recording systems.

14. A communication system for selecting an agent comprising:

a recording system to provide information relating to recording capacity associated with each of a plurality of agents to a presence server, wherein the presence server is to store the information; and

a telephony system to receive the information from the presence server and to select one of the agents to handle a received interactive session according to a rule based on the information.

15. The system of claim 14, wherein the information relating to recording capacity comprises recording availability indication.

16. The system of claim 14, wherein the information relating to recording capacity comprises at least one of a recording duration limitation, recording volume capacity, recording speed, recording quota and recording quality.

17. The system of claim 14, wherein the rule dictates that a specific agent is to receive the interactive session if recording is available for the specific agent.

18. The system of claim 14, wherein the rule dictates that a specific agent is to receive the interactive session if a certain recording capacity is available for the specific agent.

19. The system of claim 14, wherein the rule dictates that a specific agent is to receive the interactive session if a certain recording capacity is available for the specific agent.

20. The system of claim 14, wherein the presence server is to update telephony system when a recording capacity for an agent is changed.

21. The system of claim 14, wherein the presence server is to update telephony system periodically.

22. The system of claim 14 wherein the information is provided to the presence server via session initiating protocol messages.

23. The system of claim 14, wherein the recording system is to report to the presence server when one of an error, a fault and a reduction of recording capacity occurs and wherein the presence server is to inform the telephony system that one of an error, a fault and a reduction of recording capacity occurred.

24. The system of claim 23 wherein the telephony system is to select an alternative recording system to record the received interactive session based on information provided by presence server.

25. The system of claim 23, wherein the telephony system is to notify the agent handling the received interactive session that the received interactive session is not being recorded.

26. The system of claim 14, further comprises multiple recording systems to update the presence server regarding their recording capacities and wherein the presence server is to update the telephony system of recording capacities pertaining to the multiple recording systems.