Routine communication sessions for recording
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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Abstract
Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.
200 Citations
19 Claims
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1. A method for recording a communication session between a customer and an agent, comprising the steps of:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for recording a communication session between a customer and an agent, comprising:
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a customer center communication system having a communication component, the communication component being operative to route 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; a proxy server being operative to determine whether to record the media stream, responsive to the determination, the proxy server being operative to transmit instructions to the customer center communication system to duplicate and encrypt the media stream and transmit the encrypted duplicated media stream over the network during the communication session to the proxy server, the proxy server further decrypting the encrypted duplicated media stream to create decrypted duplicated media stream; and a recording system being operative to receive the decrypted duplicated media stream over the network from the proxy server and record the received decrypted duplicated media stream. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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Specification