Systems and methods for endpoint recording using a media application server

• US 8,730,959 B1
• Filed: 04/28/2010
• Issued: 05/20/2014
• Est. Priority Date: 03/31/2006
• 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.
• Primary Examiner(s): HAN, CLEMENCE S
• Application Number:
  US12/769,552
• Time in Patent Office: 1,483 Days
• US Class Current: 370/390
• CPC Class Codes: H04L 45/16 Multipoint routing
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/1094 Inter-user-equipment sessions transfer or sharing
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• 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

Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming communication from a first communication device; routing the incoming communication to a second communication device in a call center; transmitting media communications associated with the incoming media communication between the first communication device and the second communication device through a media application server; duplicating the media communications via the media application server; transmitting the duplicated media communications via the media application server; and recording the duplicated media communications.

Claims

1. A method for recording a communication, comprising the steps of:

receiving an incoming Internet Protocol (IP) media communication;

routing the incoming IP media communication to a communication device in a contact center over an IP network;

transmitting the incoming IP media communication through a media application server residing on the IP network as an intermediate component between the communication device and a source of the incoming IP media communication;

duplicating the incoming IP media communication at the media application server;

selecting, at the media application server, a recording device to record the duplicated media communication;

transmitting the duplicated media communication via the media application server to a selected recording device over the IP network; and

recording the duplicated media communication at the selected recording device.

2. The method as defined in claim 1, further comprising instructing the media application server to duplicate and transmit the media communications.

3. The method as defined in claim 2, where in the instructions are transmitted from one of a soft switch and a recording device.

4. The method as defined in claim 1, further comprising transmitting media communication via the media application server from the communication device to a customer phone using an IP address associated with the customer phone.

5. The method as defined in claim 1, wherein the step of transmitting the duplicated media communication to the selected recording device is performed by the media application server using an IP address and a port of the selected recording device.

6. The method as defined in claim 5, further comprising:

duplicating the media communication; and

transmitting the duplicated media communication to the selected recording device using an IP address of the selected recording device to be recorded.

7. The method as defined in claim 1, further comprising transmitting media communication via the media application server to the communication device using an IP address of the communication device.

8. The method as defined in claim 7, further comprising receiving the media communication via the media application server from the communication device.

9. A system for recording a communication, comprising:

a communication device being operative to receive an incoming media call, the communication device being in a contact center; and

a media application server being operative to receive media communications associated with the incoming media call between the communication device and a calling phone;

the media application server residing on an Internet Protocol (IP) network as an intermediate component between the communication device and a source of the incoming media call and being operative to;

duplicate the media communications via the media application server;

select, at the media application server, a recording device to record the duplicated media communications; and

transmit the duplicated media communications over the IP network to the selected recording device.

10. The system as defined in claim 9, further comprising a soft switch being operative to instruct the media application server to duplicate and transmit the media communications.

11. The system as defined in claim 10, wherein the selected recording device is operative to transmit instructions to the soft switch, the soft switch being operative to instruct the media application server to duplicate and transmit the media communications based on the transmitted instructions.

12. The system as defined in claim 10, wherein the media application server transmits Internet Protocol (IP) addresses of the calling phone to the communication device using an IP address of the communication device.

13. The system as defined in claim 12, wherein the media application server transmit media communication to the calling phone using the IP address of the calling phone.

14. The system as defined in claim 9, wherein the media application server transmits the duplicated media communication to the selected recording device using an IP address of the selected recording device.

15. The system as defined in claim 9, wherein the media application server transmits media communication to the communication device using an IP address of the communication device.

16. The system as defined in claim 15, wherein the media application server receives media communication from the calling phone.

17. A system for recording a communication, comprising:

a communication device being operative to receive an incoming Internet Protocol (IP) media call, the communication device being in a contact center;

a media application server being operative to receive media communications associated with the incoming IP media call between the communication device to a calling phone, the media application server residing on an Internet Protocol (IP) network as an intermediate component between the communication device and a source of the incoming IP media call;

a recording device operable to record duplicated media communications; and

a soft switch being operative to instruct the media application server to duplicate and transmit the media communications,

wherein the media application server duplicates the media communications, selects the recording device, and transmits the duplicated media communications over the IP network to the selected recording device.

18. The system as defined in claim 17, wherein the selected recording device is operative to transmit instructions to the soft switch, the soft switch being operative to instruct the media application server to duplicate and transmit the media communications based on the transmitted instructions.