Recording invocation of communication sessions
First Claim
Patent Images
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.
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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.
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Citations
20 Claims
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1. A method for recording an on-going communication session between a first user and a second user, comprising the steps of:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for recording an on-going communication session between a first user and a second user, comprising:
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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. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A system for recording a communication session between a first user and a second user, comprising:
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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.
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Specification