Systems and methods of recording solution interface

• US 8,724,521 B2
• Filed: 05/12/2008
• Issued: 05/13/2014
• Est. Priority Date: 07/30/2007
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Brodhagen, Kenneth Richard
• Primary Examiner(s): Nawaz, Asad
• Assistant Examiner(s): PATEL, PARTHKUMAR
• Application Number:
  US12/118,792
• Publication Number:
  US 20090034436A1
• Time in Patent Office: 2,192 Days
• Field of Search: 379/221.08, 379/88.22, 379/265.11, 379/67.1, 709/318, 709/224, 709/204, 709/218, 709/246, 370/352, 370/252, 370/217, 370/429, 370/463, 370/437, 381/315, 348/247, 714/763, 714/811, 714/47.1, 715/509
• US Class Current: 370/259
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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

Included are embodiments for providing an interface. At least one embodiment of a method includes receiving communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment and providing an interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol format.

Claims

1. A method for providing an interface, comprising:

receiving communications data associated with a communications session in a customer center, the communications session facilitated in an Internet Protocol environment; and

providing the interface to a recording system for facilitating recording of voice packets and status information and one of error and warning information associated with the communications session, the interface being facilitated in an Internet Protocol (IP) format;

wherein the recording system receives various types of external contact center events from multiple servers, further wherein the recording system enables continued use of the multiple servers by receiving the various types of external contact center events and determines whether to record communications data based on the received events;

utilizing a failover recorder in response to a determination that a primary recorder has failed, wherein the primary recorder and the failover recorder are configured to receive the communications data;

determining whether the primary recorder has failed;

providing, via the interface, an indication that the primary recorder has failed;

utilizing Voice Operated Exchange (VOX) detect to remove silent periods; and

providing a time division multiplexing (TDM) infrastructure such that the communications data may be TDM based,

wherein the interface is configured to provide event callback functionality to the customer center, the event callback functionality being called by an application program interface (API) to provide event types to the interface for recording.

2. The method of claim 1, further comprising recording at least a portion of the communications data according to the interface.

3. The method of claim 1, wherein the event callback functionality is configured to facilitate the delivery of voice packets, error, warning and status information for a recording.

4. The method of claim 1, wherein the interface is configured to determine a channel from which the communications data is received.

5. The method of claim 1, wherein the interface include initialization and termination functionality, the initialization and termination functionality configured to setup at least one recording resource during use.

6. The method of claim 1, wherein the failover recorder is unutilized prior to the determination that the primary recorder has failed.

7. The method of claim 1, wherein the failover recorder is configured for normal operation prior to the determination that the primary recorder has failed.

8. The method of claim 1, further comprising a plurality of failover recorders.

9. The method of claim 1, wherein the interface is configured to operate with at least one of the following:

Pseudo wire Emulation Edge to Edge (PWE3) protocol, Session Initiation Protocol (SIP), and Real-Time Protocol (RTP).

10. The method of claim 1, wherein the event types include at least one of a buffer status, a connection warning, a connection error, and a overflow error.

11. A system for providing an interface, comprising:

an interface card configured to receive communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment;

an IP interface library configured to provide an Internet Protocol (IP) voice interface for facilitating recording of voice packets and status information and one of error and warning information associated with the communications session, the interface being facilitated in an Internet Protocol format;

a recording system configured to record at least a portion of the communications data according to the interface;

wherein the recording system receives various types of external contact center events from multiple servers, further wherein the recording system enables continued use of the multiple servers by receiving the various types of external contact center events and determines whether to record communications data based on the received events; and

a time division multiplexing (TDM) infrastructure, wherein the TDM infrastructure IS configured such that the system may record TDM based data,

wherein the communications data is received at a first recorder and a second recorder, the second recorder configured to provide failover recording protection, wherein a determination is made whether the first recorder has failed, wherein an indication that the first recorder has failed is received over the IP interface, wherein the IP voice interface is configured to provide initialization and termination functionality, the event callback functionality being called by an application program interface (API) to provide event types to the interface for recording, and wherein Voice Operated Exchange (VOX) detection is used to remove silent periods.

12. The system of claim 11, wherein the initialization and termination functionality is configured to initialize without interrupting the communications session.

13. The system of claim 11, wherein the interface is further configured to provide a callback function.

14. The system of claim 11, wherein the interface is configured to determine a channel from which the communications data is received.

15. The system of claim 11, further comprising:

a determining component configured to determine whether the first recorder has failed; and

second IP interface library configured to provide, via the interface, an indication that the first recorder has failed.

16. A system for providing an interface, comprising:

a network interface card configured to receive communications data associated with a communication session;

an Internet Protocol (IP) interface library coupled to the network interface card, the IP interface library configured to provide an IP interface for recording voice packets and status information and one of error and warning information contained in the communications data, the IP interface library being called by an application program interface (API) to provide event types to the interface for recording;

wherein the system receives various types of external contact center events from multiple servers, further wherein the system enables continued use of the multiple servers by receiving the various types of external contact center events and determining whether to record communications data based on the received events, wherein the communications data is received at a first recorder and a second recorder from the IP interface, the second recorder configured to provide failover recording protection, wherein a determination is made whether the first recorder has failed, wherein an indication that the first recorder has failed is received over the IP interface;

a time division multiplexing (TDM) infrastructure, wherein the TDM infrastructure IS configured such that the system may record TDM based data; and

a main service code coupled to the IP interface library, the main service code configured to provide configuration information to the IP interface library,

wherein Voice Operated Exchange (VOX) detection is used to remove silent periods.

17. The system of claim 16, wherein the main service code is further configured to generate a recorder configuration document.

18. The system of claim 16, further comprising recording logic configured to record at least a portion of the communications data.

19. The system of claim 16, wherein the communications data is received from a customer center.

20. The system of claim 16, wherein the communications data is received via an IP infrastructure.

21. The system of claim 16, wherein the system is embodied in a non-transitory computer readable medium.