System and method for enforcing a recording preference

• US 8,477,915 B1
• Filed: 10/01/2012
• Issued: 07/02/2013
• Est. Priority Date: 10/01/2012
• Status: Active Grant

• Current Assignee: Google LLC (Alphabet Inc.)
• Original Assignee: Google Inc. (Alphabet Inc.)
• Inventors: Vasquez, Juan, Alagheband, Nazli, McCarthy, Mel Patrick, Regenbrecht, Claus
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US13/632,819
• Time in Patent Office: 274 Days
• Field of Search: 370/260, 370/354, 370/412, 379/85, 379/88.01, 379/88.18, 379/88.23, 379/265.06, 379/265.09, 379/265.11, 379/265.12, 379/266.01, 379/266.03, 379/266.1, 379/88.13, 379/88.2, 379/142.07, 379/196, 379/211.01, 379/215.01, 455/406, 455/414.1, 455/435.2, 705/1.1, 709/219
• US Class Current: 379/88.23
• 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: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13109 Initializing, personal profile
• CPC Class Codes: H04Q 2213/13377 Recorded announcement

Abstract

A system and method are provided for allowing a user to consent to call recording. A user is prompted to make a recording preference. The recording preference is stored in a table indexed by UCID (universal call ID) or as part of a UUI (user-to-user information) field of the call. A recording module and/or a compliance manager, both associated with a call center, are configured to record or not record the call based on the recording preference. The recording preference can be enforced on incoming and outgoing calls to and from the call center. Advantageously, the user'"'"'s recording preference is enforced throughout the call, regardless of how the call is routed/transferred within the call center.

Claims

1. A method for imposing a recording preference of a telephony call placed from a call center, the method comprising:

establishing a three-way telephony call between an agent device of the call center, a user device, and an IVR (interactive voice response) system;

prompting the user device as to consent to recording the telephony call;

receiving a preference response to the prompt;

transmitting the preference response to a table indexed by UCID (universal call ID) and storing the preference response in the table, wherein the UCID is an identifier that corresponds to the telephony call and identifies the telephony call when the telephony call is routed from the agent device to a second agent device;

dropping the IVR system from the three-way telephony call; and

determining whether to record the call based on the preference response stored in the table indexed by UCID.

2. The method according to claim 1, further comprising:

determining whether to record the call with the second agent device based on the preference response stored in the table indexed by UCID.

3. The method according to claim 1, further comprising querying the table using the UCID of the telephony call as to whether the telephony call should be recorded.

4. The method according to claim 1, further comprising not recording the telephony call until receiving an instruction from the agent device of the call center to start recording.

5. The method according to claim 1, further comprising periodically checking the telephony calls being recorded against the preference responses stored in the table.

6. The method according to claim 5, further comprising instructing a recording module to stop recording the call and to purge recorded data when the telephony call is being recorded but the preference response in the table indicates that the user device has denied consent to recording.

7. The method according to claim 1, further comprising providing visual feedback to the agent device of the call center that corresponds to the preference response, wherein the agent device can initiate recording the call when the visual feedback indicates that the user device has consented to recording.

8. The method according to claim 1, further comprising receiving from a CTI (computer telephony integration) system associated with the agent device, a request to prompt the user device as to consent to recording.

9. The method according to claim 8, wherein the CTI system indicates to the agent device whether the user device has provided a preference response.

10. A method for imposing a recording preference of a telephony call placed from a call center, the method comprising:

establishing a three-way telephony call between an agent device of the call center, a user device, and an IVR (interactive voice response) system;

prompting the user device for instructions regarding recording the call by the call center;

receiving the instructions from the user device;

storing information into a UUI (user-to-user information) field associated with the call indicating a preference regarding the recording of the call, wherein the UUI field comprises data associated with the call and provides for information associated with the call to pass from one agent device to another device as the call is transferred within a network;

dropping the IVR system from the three-way telephony call; and

enforcing the preference indicated by the stored information in the UUI field associated with the call.

11. The method according to claim 10, further comprising inspecting the UUI field prior to recording the call to determine whether to record the call.

12. The method according to claim 10, further comprising periodically checking the telephony calls being recorded against the UUI fields of the telephony calls.

13. The method according to claim 12, further comprising instructing a recording module to stop recording the call and to purge recorded data when the call is being recorded but the information stored in the UUI field indicates that the device has denied consent to recording.

14. A system for imposing a recording preference, the system comprising:

an agent device configured to place an outgoing call from a call center to a user equipment configured to receive calls, wherein the agent device includes a CTI (computer telephone integration) system configured to present a recording preference via an agent interface;

a compliance manager computing system configured to enforce the recording preference based on an identifier corresponding to the call that remains associated with the call after the call is transferred between two agent devices at the call center; and

a recording vendor computing system in communication with the compliance manager computing system to record the call based on the recording preference and an agent input received from the agent device to start or stop recording.

15. The system according to claim 14, further comprising:

an IVR (interactive voice response) system configured to;

join a three-way telephony call between the agent device and the user equipment,

prompt the user equipment for a recording preference regarding recording of the call, and

receive the recording preference from the user equipment.

16. The system according to claim 15, wherein the agent device, the IVR system, the compliance manager computing system, and the recording vendor computing system are operated on one or more computing devices associated with the call center.

17. The system according to claim 14, wherein the recording preference is maintained in a table indexed by UCID (universal call ID) or a UUI (user-to-user information) field associated with the call.

18. The system according to claim 17, wherein the recording preference is stored as a single bit.

19. The system according to claim 17, wherein the recording vendor computing system inspects the UUI field associated with the call to determine whether to record the call.

20. The system according to claim 14, wherein the recording vendor computing system begins recording the call until the recording vendor computing system is instructed to stop recording by the compliance manager computing system.