Systems and methods for endpoint recording using recorders

• US 8,379,835 B1
• Filed: 04/28/2010
• Issued: 02/19/2013
• Est. Priority Date: 03/31/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Dong, Thomas Z., Coleman, Mark Edmund
• Primary Examiner(s): HONG, HARRY S
• Application Number:
  US12/769,545
• Time in Patent Office: 1,028 Days
• Field of Search: 370/260, 370/352, 370/353, 370/356, 379/67.1, 379/68, 379/87, 379/112.01, 37920201-20601, 379/265.06, 379/265.07, 379/266.01, 379/211.02, 709/204
• US Class Current: 379/266.1
• CPC Class Codes: H04L 12/66 Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• 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

Embodiments of the present invention provide systems and methods for recording media communications. An exemplary method is comprised of the following steps: configuring an endpoint recording device for relaying an incoming call to an endpoint component; receiving the incoming call from a communication system; determining whether to relay the incoming call to the endpoint component based on the configurations of the endpoint recording device; responsive to determining that the incoming call is to be relayed, relaying media communications associated with the incoming call to the endpoint component via the endpoint recording device; and recording the relayed media communications at the endpoint component.

Claims

1. A method for recording a communication session, comprising the steps of:

configuring a switching device for relaying an incoming call to an endpoint component;

receiving the incoming call from a communication system;

determining whether to relay the incoming call from the switching device to the endpoint component based on a configuration of an endpoint recording device;

responsive to determining that the incoming call is to be relayed, relaying media communications associated with the incoming call to the endpoint component; and

recording the relayed media communications at the endpoint component or duplicating the media communications for recording at the endpoint recording device.

2. The method as defined in claim 1, wherein the step of relaying comprises:

duplicating the media communications associated with the incoming call via the endpoint recording device; and

transmitting the duplicated media communications via the switching device to the endpoint component.

3. The method as defined in claim 2, wherein the step of transmitting the duplicated media communications to the endpoint component is performed using one of an endpoint component name, an IP address, a SIP address, and a domain name system (DNS) name of the endpoint component.

4. The method as defined in claim 2, further comprising:

duplicating the media communications from a calling communication device via the endpoint recording device; and

transmitting the duplicated media communications from the calling communication device to the endpoint component using one of an endpoint component name, an IP address, a SIP address, and a domain name system (DNS) name of the endpoint component.

5. The method as defined in claim 1, further comprising transmitting Internet Protocol (IP) addresses of a calling communication device to a called communication device using one of a communication device name, an IP address, a SIP address, and a domain name system (DNS) name of the called communication device.

6. The method as defined in claim 5, further comprising transmitting the media communications via the called communication device to the calling communication device using one of a communication device name, an IP address, a SIP address, and a domain name system (DNS) name of the calling communication device.

7. The method as defined in claim 1, further comprising transmitting the media communications via a calling communication device to a called communication device using one of a communication device name, an IP address, a SIP address, and a domain name system (DNS) name of the called communication device.

8. The method as defined in claim 7, further comprising receiving the media communications via the called communication device from the calling communication device.

9. The method as defined in claim 1, further comprising:

determining whether a called communication device is capable of duplicating and transmitting duplicated media communications;

responsive to the determination that the called communication device is capable, instructing the called communication device to duplicate and transmit the communications.

10. The method as defined in claim 9, wherein the instructions are transmitted from the switching device.

11. A system for recording a communication session, comprising:

a called endpoint device operative to receive an incoming call, the called endpoint device being coupled to a customer center;

an endpoint recording device configured for relaying the incoming call, the endpoint recording device being operative to determine whether to relay the incoming call based on the configurations of the endpoint recording device, the endpoint recording device being operative to relay media communications associated with the incoming call responsive to determining that the incoming call is to be relayed;

a soft switch operative to instruct the endpoint recording device to duplicate the media communications and transmit duplicate media communications; and

a recording component operative to record the duplicate media communications from the endpoint recording device.

12. The system as defined in claim 11, wherein the endpoint recording device relays the media communications by duplicating the media communications associated with the incoming call and transmitting the duplicated media communications to the called endpoint device.

13. The system as defined in claim 11, wherein the endpoint recording device transmits Internet Protocol (IP) addresses of a calling phone to the called endpoint device using one of a phone name, an IP address, a SIP address, and a domain name system (DNS) name of the called endpoint device.

14. The system as defined in claim 13, wherein the called endpoint device transmits media communications to the calling phone using one of a phone name, an IP address, a SIP address, and a domain name system (DNS) name of the calling phone.

15. The system as defined in claim 11, wherein the called endpoint device transmits the media communications to the endpoint recording device using one of a recording device name, an IP address, a SIP address, and a domain name system (DNS) name of the endpoint recording device.

16. The system as defined in claim 11, further comprising a calling phone that transmits media communications to the called endpoint device using one of a phone name, an IP address, a SIP address, and a domain name system (DNS) name of the called endpoint device.

17. The system as defined in claim 11, wherein a calling phone is located at a customer center or at a customer premises.