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Routine communication sessions for recording

  • US 8,699,700 B2
  • Filed: 05/15/2009
  • Issued: 04/15/2014
  • Est. Priority Date: 09/29/2006
  • Status: Active Grant
First Claim
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1. A method for recording a communication session between a customer and an agent, comprising the steps of:

  • routing by a customer center communication system a media stream associated with a communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies;

    determining whether to record the media stream associated with the communication session based on the information corresponding to the routing criteria;

    transmitting instructions to the customer center communication system to duplicate and encrypt the media stream and transmit the encrypted duplicated media stream during the communication session to a proxy server;

    decrypting the encrypted duplicated media stream at the proxy server and forwarding a decrypted duplicated media stream to a recording system over a network communication link; and

    receiving and recording the received decrypted duplicated media stream associated with the communication session, wherein receiving and recording the decrypted duplicated media stream is achieved by the recording system.

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