Distributive network control

• US 8,275,944 B1
• Filed: 12/13/2010
• Issued: 09/25/2012
• Est. Priority Date: 06/30/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Dong, Thomas Z., Spohrer, Dan, Williams, Jamie Richard, Srinivasa, Srivijaya
• Primary Examiner(s): Thai, Tuan V.
• Application Number:
  US12/967,019
• Time in Patent Office: 652 Days
• Field of Search: 709/243, 711/100, 711/117, 711/118, 711/130, 711/154
• US Class Current: 711/130
• CPC Class Codes: G06F 12/0806 Multiuser, multiprocessor or multiprocessing cache systems
• CPC Class Codes: G06F 12/0808 with cache invalidating means G06F12/0815 takes precedence
• CPC Class Codes: H04L 67/289 Intermediate processing functionally located close to the data consumer application, e.g. in same machine, in same home or in same sub-network
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04L 67/5682 Policies or rules for updating, deleting or replacing the stored data

Abstract

Included are systems and methods for distributive network control. In addition, embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.

Claims

1. A method for remotely capturing data, comprising:

receiving a first indication at a network element to capture data associated with a communication session between a first party and a second party, the first indication being communicated from a second network element;

determining, based on the received indication, whether to store a portion of the data in a first storage location, the first storage location being a local recording device that is communicatively connected to one of a plurality of network elements;

receiving a second indication at one of the plurality of network elements for the stored portion of the data, the second indication being communicated from a network server element; and

forwarding the stored portion of the data from the first storage location to a central recording system.

2. The method of claim 1, wherein the network element is one of an IP telephony switching device, a gateway, an IP telephone.

3. The method of claim 2, wherein the one of the plurality of network elements is a different network element than the network element.

4. The method of claim 1, wherein the first storage location is a computing device associated with an agent.

5. The method of claim 1, further comprising storing at least one of video data, audio data, or screen capture data.

6. The method of claim 5, further comprising:

storing the portion of the data in a rolling buffer; and

transmitting the portion of the data from the rolling buffer to the first storage location.

7. The method of claim 6, further comprising preventing unauthorized access to the portion data in the rolling buffer.

8. The method of claim 1, further comprising encrypting the portion of the data stored in the first storage location to prevent unauthorized access.

9. The method of claim 1, further comprising providing a capture control server at the central recording system that sends the first indication and the second indication to the network element.

10. A system for remotely capturing data, comprising:

a network element that receives a first indication to capture data associated with a communication session between a first party and a second party, the first indication being communicated from a second network element;

determining, based on the received indication, whether to store a portion of the data in a first storage location the first storage location being a local recording device that is communicatively connected to one of a plurality of network elements;

receiving a second indication at one of the plurality of network elements for the data stored in the first storage location, the second indication being communicated from a network server element; and

forwarding the data from the first storage location to a central recording system.

11. The system of claim 10, wherein the network element is an IP telephony switching device, a gateway, an IP telephone.

12. The system of claim 11, wherein the one of the plurality of network elements is a different network element than the network element.

13. The system of claim 10, wherein the first storage location is a computing device associated with an agent.

14. The system of claim 10, wherein at least one of video data, audio data, or screen capture data is stored in the first storage location.

15. The system of claim 14, wherein the portion of the data is stored in a rolling buffer, and wherein the portion of the data from the rolling buffer is transmitted to the first storage location.

16. The system of claim 15, wherein unauthorized access to the portion data in the rolling buffer is prevented.

17. The system of claim 10, wherein the portion of the data stored in the first storage location is encrypted to prevent unauthorized access.

18. The system of claim 10, further comprising providing a capture control server at the central recording system that sends the first indication and the second indication to the network element.

19. A system for secure distributive network control, comprising:

a first receiving component configured to receive an indication related to recording data associated with a communication session between a first party and a second party, the indication being communicated from a first sending component;

a first determining component configured to determine, based on the received indication, whether to remotely store at least a portion of the data in a first storage location, the first storage location being a local recording device that is communicatively connected to one of a plurality network elements;

a second sending component configured to send a request for the stored portion of the data; and

a central recording component that receives, in response to the request, the at least a portion of the data.

20. The system of claim 19, wherein the first receiving component is provided at a branch office of a contact center communications system, and wherein the one of the plurality of network elements is a different network element than the first receiving component.