Indexing recordings of telephony sessions

• US 8,379,819 B2
• Filed: 12/24/2008
• Issued: 02/19/2013
• Est. Priority Date: 12/24/2008
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Incorporated
• Inventors: Diskin, Alan, McCormack, Tony, Yoakum, John, O'Connor, Neil
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US12/343,643
• Publication Number:
  US 20100158204A1
• Time in Patent Office: 1,518 Days
• Field of Search: 370/260, 370/352, 379/85, 379/88.01, 379/88.09, 379/88.23, 379/114.14, 379/185, 379/202.01, 379/68, 379/88.03, 455/518, 709/224, 712/32, 365/239, 704/221, 704/275, 713/170
• US Class Current: 379/185
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656

Abstract

Improved indexing of telephony sessions is achieved by:

(a) receiving, during the recording of the telephony session or during a playback of the recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and

(b) storing, in an index associated with the recording of the session, an identifier which identifies that discrete segment of the recording.

Claims

1. A method of indexing a recording of a telephony session, carried out in a computerized system, the method comprising the steps of:

(a) receiving, during the recording of said telephony session or during a playback of said recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and

(b) storing, in an index associated with the recording of the session, an identifier which identifies said discrete segment of the recording;

wherein said identifier identifies said discrete segment by one of the following options;

(i) a start point and an end point;

(ii) a reference point and a duration beginning with said reference point;

(iii) a reference point and a duration ending with said reference point;

(iv) a reference point and a duration centered on said reference point;

(v) a reference point, a first duration occurring before and ending with said reference point, and a second duration beginning with and occurring after said reference point;

(vi) a reference point, an offset forwards or backwards from the reference point, and a duration beginning with or ending with said offset.

2. A method as claimed in claim 1, in which the identifier identifies said discrete segment by option (i), wherein step (a) of receiving, during the recording of said telephony session or during a playback of said recording, an indication including parameters which identify a discrete segment of the recording as being of interest, comprises:

(aa) receiving a first indication at a first point in time during the recording of said telephony session or during a playback of said recording, said first point in time being denoted as said start point; and

(ab) receiving a second indication at a second point in time during the recording of said telephony session or during a playback of said recording, said second point in time being denoted as said end point.

3. A method as claimed in claim 1, in which the identifier identifies said discrete segment by any of options (ii) to (vi) including a reference point and at least one duration, wherein step (a) of receiving, during the recording of said telephony session or during a playback of said recording, an indication identifying a discrete segment of the recording as being of interest, comprises:

(ac) receiving an indication of said at least one duration, at a point in time during the recording of said telephony session or during a playback of said recording, said point in time being denoted as said reference point.

4. A method as claimed in claim 1, in which the identifier identifies said discrete segment by any of options (ii) to (vi) including a reference point and at least one duration, wherein step (a) of receiving, during the recording of said telephony session or during a playback of said recording, an indication identifying a discrete segment of the recording as being of interest, comprises:

(ad) receiving an indication of said at least one duration, as well as an indication of said reference point in said recording.

5. A method as claimed in claim 1, further comprising:

(c) receiving, in relation to said identified discrete segment, an indication of the content of the discrete segment.

6. A method as claimed in claim 1, further comprising:

(d) storing, in an index associated with the recording of the session, an indication of the content of the discrete segment.

7. A method as claimed in claim 1, wherein said indication received in step (a) is received from an identifiable source, further comprising:

(e) storing, in an index associated with the recording of the session, an identification of said source from which said indication was received.

8. A method as claimed in claim 7, in which steps (a), (b) and (e) are repeated in respect of a plurality of indications received from different sources in relation to the same telephony session, whereby said plurality of different sources can each identify different segments of said recording in one or more indexes associated with said recording.

9. A computer program product comprising a computer-readable medium encoding instructions which, when executed in a computerized system, are effective to cause said system to index a recording of a telephony session by the steps of:

(a) receiving, during the recording of said telephony session or during a playback of said recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and

(b) storing, in an index associated with the recording of the session, an identifier which identifies said discrete segment of the recording;

wherein said identifier identifies said discrete segment by one of the following options;

(i) a start point and an end point;

(ii) a reference point and a duration beginning with said reference point;

(iii) a reference point and a duration ending with said reference point;

(iv) a reference point and a duration centered on said reference point;

(v) a reference point, a first duration occurring before and ending with said reference point, and a second duration beginning with and occurring after said reference point;

(vi) a reference point, an offset forwards or backwards from the reference point, and a duration beginning with or ending with said offset.

10. A computerized indexing system for indexing a recording of a telephony session, comprising:

(a) a connection for receiving, during the recording of said telephony session or during a playback of said recording, an indication including parameters which identify a discrete segment of the recording as being of interest;

(b) a processor for determining from said indication said parameters; and

(c) an index associated with the recording of the session, storing an identifier which identifies said discrete segment of the recording;

wherein said identifier identifies said discrete segment by one of the following options;

(i) a start point and an end point;

(ii) a reference point and a duration beginning with said reference point;

(iii) a reference point and a duration ending with said reference point;

(iv) a reference point and a duration centered on said reference point;

(v) a reference point, a first duration occurring before and ending with said reference point, and a second duration beginning with and occurring after said reference point;

(vi) a reference point, an offset forwards or backwards from the reference point, and a duration beginning with or ending with said offset.