Recording invocation of communication sessions

• US 8,718,266 B1
• Filed: 12/13/2010
• Issued: 05/06/2014
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Dong, Thomas Z., Calahan, Marc
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US12/967,028
• Time in Patent Office: 1,240 Days
• Field of Search: 37926501-26514, 379/202.01, 379/158, 37926601-2661, 379/112.01
• US Class Current: 379/265.06
• CPC Class Codes: H04L 63/0457 wherein the sending and receiving network entities apply dynamic encryption, e.g. stream encryption cryptographic mechanisms or cryptographic arrangements for stream encryption H04L9/065
• CPC Class Codes: H04L 63/0471 applying encryption by an intermediary, e.g. receiving clear information at the intermediary and encrypting the received information at the intermediary before forwarding
• CPC Class Codes: H04L 63/166 at the transport layer
• CPC Class Codes: H04L 63/168 above the transport layer
• CPC Class Codes: H04L 65/65 Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP]
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• 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 3/5183 Call or contact centers with computer-telephony 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

Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.

Claims

1. A method for recording an on-going communication session between a first user and a second user, comprising the steps of:

configuring a communication component of a communication system to duplicate a media stream associated with the on-going communication session;

receiving an instruction at the communication component to create a duplicate media stream from the media stream during the on-going communication session, wherein a proxy server detects that a recorder fails and sends a redirect message to the communication system to transmit the media stream to a good recorder;

transmitting the duplicate media stream and metadata associated with one of computer-telephone integration (CTI) or a call control protocol over a network; and

recording the duplicate media stream at the recorder during the on-going communication session.

2. The method of claim 1, further comprising:

configuring a second communication component of the communication system to duplicate a second media stream associated with the on-going communication session;

receiving a second instruction at the second communication component to create a second duplicate media stream from the second media stream during the on-going communication session;

transmitting the second duplicate media stream and metadata associated with one of computer-telephone integration (CTI) or a call control protocol over the network; and

recording the second duplicate media stream at the recorder during the on-going communication session.

3. The method of claim 2, further comprising recording the second duplicate media stream at a second recorder instead of the recorder based on a configuration of the second communication component.

4. The method of claim 1, further comprising transmitting the duplicate media stream through a proxy server to the recorder.

5. The method of claim 1, wherein the duplicate media stream is transmitted directly from the communication component to the recorder.

6. The method of claim 1, further comprising receiving the instruction from a call control server that sends call requests to a proxy server and the communication component to establish dialogs for recording the duplicate media stream.

7. The method of claim 1, wherein the communication component is at least one of an second user phone, a gateway component, a conference bridge, a proxy server, or a switch.

8. The method of claim 1, wherein the instruction is received from a call control server in response to an event.

9. The method of claim 8, further comprising receiving a notification of the event from an external source.

10. The method of claim 1, further comprising sending the duplicate media stream directly to the recorder.

11. A system for recording an on-going communication session between a first user and a second user, comprising:

a contact center communication system having a communication component, the communication component being operative to be configured to enable recording of a media stream associated with the on-going communication session by creating a duplicate media stream, the communication component being further operative to transmit the duplicate media stream and metadata associated with one of computer telephone integration (CTI) or a call control protocol over a network; and

a recorder operative to receive and record the duplicate media stream over the network,

wherein an instruction is received at the communication component to create a duplicate media stream during the on-going communication session, and wherein the duplicate media stream is recorded at the recorder during the on-going communication session, wherein a proxy server detects that a recorder fails and sends a redirect message to the communication system to transmit the media stream to a good recorder.

12. The system of claim 11, further comprising a second communication component of the communication system, the second communication component duplicating a second media stream associated with the on-going communication session,

wherein a second instruction is received at the second communication component to create a second duplicate media stream during the on-going communication session, wherein the second duplicate media stream and metadata associated with one of computer-telephone integration (CTI) or a call control protocol is transmitted over the network, and wherein the second duplicate media stream is recorded at the recorder during the on-going communication session.

13. The system of claim 12, wherein the second duplicate media stream is recorded at a second recorder instead of the recorder based on a configuration of the second communication component.

14. The system of claim 11, wherein the instruction is received from a call control server that sends call requests to a proxy server and the communication component to establish dialogs for recording the duplicate media stream.

15. The system of claim 11, wherein the duplicate media stream is transmitted through a proxy server to the recorder.

16. The system of claim 11, wherein the duplicate media stream is transmitted directly from the communication component to the recorder.

17. The system of claim 11, wherein the communication component is at least one of an second user phone, a gateway component, a conference bridge, a proxy server, or a switch.

18. The system of claim 11, wherein the instruction is received from a call control server in response to an event.

19. The system of claim 18, further comprising receiving a notification of the event from an external source.

20. A system for recording a communication session between a first user and a second user, comprising:

a contact center communication system having a communication component, the communication component being operative to be configured to enable recording of a media stream associated with a communication session, the communication component being further operative to transmit the media stream and metadata associated with one of computer-telephone integration (CTI) or a call control protocol over a network;

a proxy server operative to determine whether to record the media stream based on the configuration of the communication component, the proxy server being further operative to transmit instructions to the contact center communication system to duplicate the media stream and transmit the duplicated media stream over the network, wherein a proxy server detects that a recorder fails and sends a redirect message to the communication system to transmit the media stream to a good recorder;

a call control server configured to receive a notification of an event and to initiate recording of the media stream via the proxy server; and

a recording system being operative to receive and record the duplicated media stream over the network.