Customer-controlled recording

• US 8,315,374 B2
• Filed: 06/08/2009
• Issued: 11/20/2012
• Est. Priority Date: 06/08/2009
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Perlmutter, S. Michael
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US12/480,023
• Publication Number:
  US 20100310056A1
• Time in Patent Office: 1,261 Days
• Field of Search: 379/265.03, 379/265.06, 379/266.1
• US Class Current: 379/266.1
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/53 Centralised arrangements for recording incoming messages , i.e. mailbox systems

Abstract

A recording system has an interface enabled to monitor interaction between an agent of an enterprise and a second person, recording apparatus enabled to record the interaction and to store the recording in a data repository, and software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus. The software responds to inputs from the second person to control the recording apparatus.

Claims

1. A recording system, comprising:

an interface hosted by an enterprise enabled to monitor interaction between an agent of the enterprise and a customer placing a call to the enterprise;

a recording apparatus enabled to record the interaction and to store the recording in a data repository; and

software stored in and executing from a non-transitory machine-readable medium, the software providing functions for controlling the recording apparatus;

wherein the software responds to inputs from the customer to control the recording apparatus causing the recording system to at least record the interaction, and identify all or a portion of the interaction being recorded, wherein the identified portion of the recorded interaction is copied and saved as a separate file, marked as to a date and time of the interaction and the recording is made available to the enterprise and the customer.

2. The system of claim 1 wherein the customer has access to command input to cause the recording system to record all or a portion of the interaction under a circumstance that the interaction is not being recorded.

3. The system of claim 2 wherein the recorded interaction is marked as to the date and time of the interaction.

4. The system of claim 3 wherein the recorded interaction is further marked as to one or both participants in the interaction.

5. The system of claim 1 wherein the identified portion of the recorded interaction is further marked as to one or both participants in the interaction.

6. The system of claim 1 wherein the separate file is marked as to one or both participants in the interaction.

7. The system of claim 2 wherein the customer has access to command input to retrieve and play the recorded interaction.

8. The system of claim 1 wherein the customer has access to command input to retrieve identity and the date and time of the portion of the recording identified.

9. A method for recording control, comprising the steps of:

(a) monitoring interaction between an agent of an enterprise and a customer initiating the interaction;

(b) providing, to the customer engaged in the interaction, access to recording control functions via an interface hosted by the enterprise;

(c) executing recording of all or a part of the interaction by the customer;

(d) identifying, via the customer interacting with the control functions, all or a portion of the interaction being recorded which is copied and saved as a separate file, marked as to a date and time of the interaction, wherein the separate file is made available to the enterprise and the customer.

10. The method of claim 9 including a step for marking the recorded interaction as to the date and time.

11. The method of claim 10 including a step for marking the recorded interaction as to one or both participants in the interaction.

12. The method of claim 9 including a step for further marking the identified portion of the recorded interaction as to one or both participants in the interaction.

13. The method of claim 9 including a step for marking the separate file as to one or both participants in the interaction.

14. The method of claim 9 including a step for the customer to retrieve a copy of the file.

15. The method of claim 9 including a step for the customer to retrieve identity and the date and time of the portion of the recording identified.