Method and apparatus for quality assurance in a multimedia communications environment
First Claim
Patent Images
1. A multimedia quality monitoring system comprising:
- an event manager to receive a notification from a voice over Internet protocol (VoIP) telephony switch that a VoIP communication has been routed to an agent and to determine whether to selectively record VoIP audio associated with the communication based on scheduling information;
a VoIP recording server to receive instructions from the event manager to record said VoIP audio and to record said VoIP audio if so determined by the event manager; and
at least one computer-data recording server to receive instructions from the event manager to record non-audio digital data associated with non-audio digital communication and to record said non-audio digital data based on determining whether to selectively record.
3 Assignments
0 Petitions
Accused Products
Abstract
The present invention relates to a method and system for monitoring and evaluating multimedia telephonic and computer-communication interactions. The multimedia quality monitoring system may include an event manager, which may receive a notification associated with a VoIP communication between an agent and a customer and recording servers, which record data associated with the VoIP communication.
-
Citations
20 Claims
-
1. A multimedia quality monitoring system comprising:
-
an event manager to receive a notification from a voice over Internet protocol (VoIP) telephony switch that a VoIP communication has been routed to an agent and to determine whether to selectively record VoIP audio associated with the communication based on scheduling information; a VoIP recording server to receive instructions from the event manager to record said VoIP audio and to record said VoIP audio if so determined by the event manager; and at least one computer-data recording server to receive instructions from the event manager to record non-audio digital data associated with non-audio digital communication and to record said non-audio digital data based on determining whether to selectively record. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
-
-
11. A method for use in a multimedia quality monitoring system, the method comprising:
-
receiving by an event manager from a voice over Internet protocol (VoIP) telephony switch, a first notification that a VoIP communication has been routed to an agent; determining whether to instruct a VoIP recording server to record VoIP audio associated with the VoIP communication based on scheduling information; receiving by the event manager a second notification that a non-audio communication has been routed to the agent or to another agent; determining whether to instruct a computer-data recording server to record digital data associated with the non-audio communication; and recording said VoIP audio or said non-audio communication based on determining whether to record. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
-
Specification