Systems and methods for endpoint recording using phones

• US 8,594,313 B2
• Filed: 03/31/2006
• Issued: 11/26/2013
• Est. Priority Date: 03/31/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Systems Incorporated
• Inventors: Dong, Thomas Z., Williams, Jamie
• Primary Examiner(s): HONG, HARRY S
• Application Number:
  US11/394,410
• Publication Number:
  US 20070263786A1
• Time in Patent Office: 2,797 Days
• Field of Search: 379/266.1, 37920201-20601, 370/352, 370/353, 370/356, 370260-262
• US Class Current: 379/266.1
• 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 communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmitting voice communications associated with the incoming call via the calling phone; duplicating the voice communications via the called phone; transmitting the duplicated voice communications via the called phone; and recording the duplicated voice communications.

Claims

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

receiving an incoming call from a calling phone;

routing the incoming call to a called phone in a call center;

transmitting voice communications associated with the incoming call via the calling phone;

duplicating the voice communications via the called phone;

selecting a recording device from a cluster of recording devices to record the duplicated voice communications, wherein the recording device is selected by a soft switch for load balancing purposes;

transmitting the duplicated voice communications via the called phone to the selected recording device while the call is on-going; and

recording the duplicated voice communications at the selected recording device.

2. The method as defined in claim 1, further comprising instructing the called phone to duplicate and transmit the voice communications.

3. The method as defined in claim 2, wherein the instructions are transmitted from one of a soft switch and the selected recording device.

4. The method as defined in claim 1, wherein the step of transmitting the duplicated voice communication to the selected recording device is performed by the called phone using an IP address and a port of the selected recording device.

5. The method as defined in claim 1, further comprising transmitting voice communication via the calling phone to the called phone using an IP address and a port of the called phone.

6. The method as defined in claim 5, further comprising receiving voice communication via the called phone from the calling phone.

7. The method as defined in claim 6, further comprising:

duplicating the voice communication between the calling phone and called phone via the called phone; and

transmitting the duplicated voice communication between the customer phone and the called phone via the called phone to the selected recording device using an IP address of the selected recording device to be recorded.

8. A system for recording a communication, comprising:

a cluster of recording devices to record voice communications;

a calling phone operative to originate a call;

a called phone operative to receive the incoming call, the called phone being in a contact center, wherein the calling phone transmits voice communications associated with the incoming call to the called phone, wherein the called phone received instructions to duplicate the voice communications and transmit the duplicated communications to a selected recording device of the cluster of recording devices from a soft switch, wherein the selected recording device is selected by the soft switch for load balancing purposes, wherein the called phone duplicates the voice communications and transmits the duplicated voice communications while the call is on-going over a network to the selected recording device.

9. The system as defined in claim 8, wherein the recording device is operative to transmit instructions to the soft switch, the soft switch being operative to instruct the called phone to duplicate and transmit the voice communications based on the transmitted instructions.

10. The system as defined in claim 8, wherein the soft switch transmits Internet Protocol (IP) addresses of the calling phone to the called phone using an IP address and port of the called phone.

11. The system as defined in claim 10, wherein the called phone transmits voice communication to the calling phone using the IP address and port of the calling phone.

12. The system as defined in claim 8, wherein the called phone transmits the duplicated voice communication to the selected recording device using an IP address of the selected recording device.

13. The system as defined in claim 8, wherein the calling phone transmits voice communication to the called phone using an IP address and port of the called phone.

14. The system as defined in claim 13, wherein the called phone receives voice communication from the calling phone.

15. The system as defined in claim 14, further comprising:

means for duplicating the voice communication from the calling phone via the called phone; and

means for transmitting the duplicated voice communication between the calling phone and the called phone to the selected recording device using an IP address of the selected recording device to be recorded.

16. A system for recording a communication, comprising:

a cluster of recording devices;

a calling phone operative to originate a call;

a called phone operative to receive the incoming call, the called phone being in a contact center, wherein the calling phone transmits voice communications associated with the incoming call to the called phone;

a soft switch operative to instruct the called phone to duplicate and transmit the voice communications based on transmitted instructions to a selected recording device of the cluster of recording devices, wherein the selected recording device is selected by the soft switch for load balancing purposes, wherein the called phone duplicates the voice communications and transmits the duplicated voice communications over a network to the selected recording device while the call is on-going.

17. The system as defined in claim 16, wherein the selected recording device is operative to transmit the instructions to the soft switch.