Systems and methods for endpoint recording using phones
First Claim
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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.
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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.
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Citations
17 Claims
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1. A method for recording a communication, comprising the steps of:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for recording a communication, comprising:
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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. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15)
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16. A system for recording a communication, comprising:
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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. - View Dependent Claims (17)
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Specification