Recording invocation of communication sessions

• US 8,976,954 B1
• Filed: 12/13/2010
• Issued: 03/10/2015
• 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, Calahan, Marc, Dong, Thomas Z.
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US12/967,029
• Time in Patent Office: 1,548 Days
• Field of Search: 37926501-26514
• 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 system for providing failover recording of a communication session between a calling party and an agent of a contact center, comprising:

a proxy server associated with a call manager configured to enable recording of a media stream associated with a communication session, the call manager being further operative to transmit instructions to a communication component to duplicate the media stream and transmit the duplicate media stream over the network; and

a first recorder operative to receive the duplicate media stream from the network and to record the duplicate media stream, the first recorder being selected from a plurality of recorders,

wherein the call manager determines whether the first recorder has failed using one of a call control protocol or a heartbeat signal,

wherein the call manager communicates with a second recorder selected from the plurality of recorders to record the duplicate media stream if the first recorder fails, and

wherein a message is sent by the call manager to the communication component to transmit the duplicate media stream to the second recorder if the first recorder has failed, and

wherein the call manager establishes dialogs for the recording of the duplicate media stream using a Session Initiation Protocol (SIP) call control protocol.

2. The system of claim 1, wherein the message is a capability update that changes transmitting of the duplicate media stream from the first recorder to the second recorder.

3. The system of claim 1, wherein the call manager sends a redirect message to the communication component.

4. The system of claim 1, wherein the SIP call control protocol sets up the communication of the duplicate media stream from the communication component to the first recorder.

5. The system of claim 4, wherein the message from the call manager references an existing call dialog.

6. The system of claim 4, wherein the message is an SIP reINVITE message.

7. The system of claim 1, wherein the communication session is a continuous session, and wherein the message is communicated during the continuous session such that the second recorder continues recording of the duplicate media stream.

8. A method for providing failover recording of a communication session between a calling party and an agent of a contact center, comprising:

providing a proxy server associated with a call manager that enables recording of a media stream associated with a communication session, the call manager being further operative to transmit instructions to a communication component to duplicate the media stream and transmit the duplicate media stream over the network;

receiving the duplicate media stream from the network at a first recorder to record the duplicate media stream, the first recorder being selected from a plurality of recorders;

determining, at the call manager, if the first recorder has failed using one of a call control protocol or a heartbeat signal;

establishing, by the call manager, dialogs for the recording of the duplicate media stream using a Session Initiation Protocol (SIP) call control protocol; and

sending a message from the call manager to the communication component to transmit the duplicate media stream to a second recorder selected from the plurality of recorders that continues to record the duplicate media stream.

9. The method of claim 8, further comprising communicating a change from the first recorder to the second recorder as a capability update message.

10. The method of claim 8, further comprising sending a redirect message to the communication component.

11. The method of claim 8, further comprising:

setting up the communication of the duplicate media stream from the communication component to the first recorder using the SIP call control protocol.

12. The method of claim 11, further comprising referencing an existing call dialog in the message.

13. The method of claim 12, wherein the message is an SIP reINVITE message.

14. The method of claim 8, wherein the communication session is a continuous session, and wherein the message is communicated during the continuous session such that the second recorder continues recording of the duplicate media stream.

15. A method for providing failover recording of a communication session between a calling party and an agent of a contact center, comprising:

providing a proxy server that enables recording of a media stream associated with a communication session, the proxy server being further operative to transmit instructions to a communication component to duplicate the media stream and transmit the duplicate media stream over the network to a first recorder, the first recorder being selected from a plurality of recorders;

determining, at proxy server, if the first recorder has failed using one of a call control protocol or a heartbeat signal; and

sending a Session Initiation Protocol (SIP) call control protocol message from the proxy server to the communication component to transmit the duplicate media stream to a second recorder selected from the plurality of recorders when it is determined that the first recorder has failed.

16. The method of claim 15, wherein the SIP control protocol message is a capability update.

17. The method of claim 15, wherein the SIP control protocol message is a redirect message.

18. The method of claim 15, wherein the SIP control protocol message references an existing call dialog.

19. The method of claim 15, wherein the wherein the SIP control protocol message is an SIP reINVITE message.

20. The method of claim 15, wherein the SIP control protocol message further comprises at least one of H323, media gateway control protocol (MGCP), or skinny client control protocol (SCCP).