System and method for transferring interaction metadata messages over communication services
First Claim
Patent Images
1. A system within a telephony-recording environment, the system comprising:
- a plurality of Internet Protocol (IP) telephone endpoints and a recording system configured for recording data of telephone calls from said IP telephone endpoints;
wherein;
the system is configured for establishment of communication sessions between the recording system and a plurality of the IP telephone endpoints using a light-weight CTI protocol over a plurality of communication services;
the recording system is configured to subscribe to receive CTI messages from the IP telephone endpoints by sending subscription requests to the IP telephony endpoints; and
each of said IP telephone endpoints is configured to transmit computer telephony integration (CTI) messages directly to the recording system during an established one of said communication sessions;
the messages include one or more of call state messages, agent status messages and device status messages; and
the recording system is configured to use the messages to reconstruct the call flow.
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Accused Products
Abstract
System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services.
11 Citations
19 Claims
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1. A system within a telephony-recording environment, the system comprising:
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a plurality of Internet Protocol (IP) telephone endpoints and a recording system configured for recording data of telephone calls from said IP telephone endpoints; wherein; the system is configured for establishment of communication sessions between the recording system and a plurality of the IP telephone endpoints using a light-weight CTI protocol over a plurality of communication services; the recording system is configured to subscribe to receive CTI messages from the IP telephone endpoints by sending subscription requests to the IP telephony endpoints; and each of said IP telephone endpoints is configured to transmit computer telephony integration (CTI) messages directly to the recording system during an established one of said communication sessions; the messages include one or more of call state messages, agent status messages and device status messages; and the recording system is configured to use the messages to reconstruct the call flow. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for transmitting computer telephony integration (CTI) messages relating to telephone calls comprising:
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establishing respective communication sessions between a plurality of Internet Protocol (IP) telephony endpoints and a recording system using a light-weight CTI protocol over one or more communication services; receiving at one or more of said telephony endpoints from a recording system a request to subscribe to receive CTI messages from the IP telephone endpoint; and transmitting CTI messages directly from one or more Internet Protocol (IP) telephones to the recording system, wherein the messages include one or more of call state messages, agent status messages and device status messages. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A method implemented in a recording system, the method comprising:
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establishing respective communication sessions with a plurality of Internet Protocol (IP) telephony endpoints using a light-weight CTI protocol over one or more communication services; subscribing to receive CTI messages from each of the telephone endpoints by sending subscription requests to the IP telephony endpoints; receiving CTI messages directly from one or more of said Internet Protocol (IP) telephony endpoints during one of said sessions, wherein the messages include one or more of call state messages, agent status messages and device status messages; and using the messages to reconstruct call flow. - View Dependent Claims (18)
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19. A system within a telephony-recording environment, the system comprising:
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a plurality of Internet Protocol (IP) telephone endpoints and a recording system configured for recording data of telephone calls from said IP telephone endpoints; wherein; the system is configured for establishment of communication sessions between the recording system and a plurality of the IP telephone endpoints using a light-weight CTI protocol over a plurality of communication services, wherein the establishment comprises the sending of a registration request from a telephone endpoint to the recording system; each of said IP telephone endpoints is configured to transmit computer telephony integration (CTI) messages directly to the recording system during an established one of said communication sessions; the messages include one or more of call state messages, agent status messages and device status messages; and the recording system is configured to use the messages to reconstruct the call flow.
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Specification