Network recording and speech analytics system and method

• US 9,065,830 B2
• Filed: 08/30/2013
• Issued: 06/23/2015
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Tamblyn, Eric, Lum, Henry, Filonov, Vladimir, Culbert, Jeffrey, Blander, Daniel, Subramaniam, Somasundaram, Cicchitto, Angelo, Gvildys, Paul
• Primary Examiner(s): King, Simon
• Application Number:
  US14/015,836
• Publication Number:
  US 20140270105A1
• Time in Patent Office: 662 Days
• Field of Search: 379/265.02, 379/265.09, 379/266.1
• US Class Current: 1/1
• CPC Class Codes: H04L 2209/24 Key scheduling, i.e. generating round keys or sub-keys for block encryption
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1045 Proxies, e.g. for session initiation protocol [SIP]
• CPC Class Codes: H04L 65/1063 Application servers providing network services systems providing special services to telephonic subscribers H04M3/42
• CPC Class Codes: H04L 65/1076 Screening of IP real time communications, e.g. spam over Internet telephony [SPIT]
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/765 intermediate
• CPC Class Codes: H04L 9/0819 Key transport or distribution, i.e. key establishment techniques where one party creates or otherwise obtains a secret value, and securely transfers it to the other(s) network architectures or network communication protocols for key distribution in a packet data network H04L63/062
• CPC Class Codes: H04L 9/0822 using key encryption key
• CPC Class Codes: H04M 1/656 for recording conversations
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2203/609 Secret communication
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/28 Automatic routine testing ; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42348 Location-based services which utilize the location information of a target
• 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 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: H04Q 3/00 : Selecting arrangements H04Q5/00 - H04Q11/00 take precedence
• CPC Class Codes: H04W 12/04 : Key management, e.g. using generic bootstrapping architecture [GBA]
• CPC Class Codes: H04W 24/04 : Arrangements for maintaining operational condition
• CPC Class Codes: H04W 4/16 : Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 40/20 : based on geographic position or location

Abstract

A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

Claims

1. A method for network recording comprising:

receiving by a recording system having a processor, memory, and mass storage device, media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network;

bridging by the recording system a media path between the first and second communication devices;

replicating by the recording system media exchanged in the media path for storing the replicated media in the mass storage device;

capturing by the recording system metadata associated with the call;

storing the captured metadata in association with the stored media; and

providing the stored media and metadata to a requesting device over the wide area network, wherein a routing point coupled to the recording system over the wide area network is configured to receive a request for the telephony call from the first communication device and determine whether the telephony call is to be recorded, and in response to determining that the telephony call is to be recorded the routing point is configured to establish a first call path between the routing point and the recording system, and in response to determining that the telephony call is not to be recorded, the routing point is configured to establish a second call path between the routing point and the second communication device without establishing the first call path.

2. The method of claim 1, wherein the metadata includes data from interactions with a party associated with the first communication device, wherein the interactions are non-voice interactions.

3. The method of claim 1, wherein the metadata includes information on a party associated with the first or second communication device.

4. The method of claim 1, wherein the metadata includes information on the first or second communication device.

5. The method of claim 1, wherein the metadata includes a word uttered during the call.

6. The method of claim 1 further comprising:

analyzing by the recording system the stored media for detecting at least one of a key word or phrase; and

triggering an action in response to the analysis.

7. The method of claim 1, wherein the recording system is hosted in a computing environment geographically remote from the first and second communication devices.

8. A method for network recording comprising:

receiving by a recording system having a processor, memory, and mass storage device, media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network;

bridging by the recording system a media path between the first and second communication devices;

replicating by the recording system media exchanged in the media path for storing the replicated media in the mass storage device;

capturing by the recording system metadata associated with the call;

storing the captured metadata in association with the stored media;

providing the stored media and metadata to a requesting device over the wide area network;

encrypting by the recording system the replicated media via a first cryptographic key for storing the encrypted media in the storage device; and

encrypting by the recording system the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media.

9. A method for network recording comprising:

receiving by a recording system having a media controller, memory, and mass storage device, media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network;

bridging by the recording system a media path between the first and second communication devices;

replicating by the recording system media exchanged in the media path for storing the replicated media in the mass storage device;

capturing by the recording system metadata associated with the call;

storing the captured metadata in association with the stored media;

providing the stored media and metadata to a requesting device over the wide area network;

establishing by a call controller in a first geographic region, the telephony call between the first and second communication devices;

identifying by the call controller a second geographic location associated with a resource involved in the telephony call; and

identifying by the call controller the media controller based on location of the media controller in the identified second geographic location.

10. A method for network recording comprising:

receiving by a recording system having a media controller, memory, and mass storage device, media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network;

bridging by the recording system a media path between the first and second communication devices;

replicating by the recording system media exchanged in the media path for storing the replicated media in the mass storage device;

capturing by the recording system metadata associated with the call;

storing the captured metadata in association with the stored media;

providing the stored media and metadata to a requesting device over the wide area network;

identifying by a call controller the first media controller currently assigned to the telephony call;

detecting by the call controller failure of the first media controller during the telephony call, wherein the failure of the media controller tears down the media path;

in response to detecting the failure, bridging by the call controller a second media path between the first and second communication devices until a second media controller is identified; and

in response to the second media controller being identified, signaling by the call controller the second media controller to bridge and record media exchanged during the telephony call.

11. A method for network recording comprising:

receiving by a recording system having a media controller, memory, and mass storage device, media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network;

bridging by the recording system a media path between the first and second communication devices;

replicating by the recording system media exchanged in the media path for storing the replicated media in the mass storage device;

capturing by the recording system metadata associated with the call, wherein the metadata includes a link to a recording of media exchanged during the telephony call;

storing the captured metadata in association with the stored media;

providing the stored media and metadata to a requesting device over the wide area network;

receiving by the recording system a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call;

storing by the recording system the call event in a database record;

retrieving by the recording system the database record for displaying the call event on a display device;

receiving by the recording system a user command identifying the call event in response to the display on the display device; and

retrieving by the recording system a portion of the recording associated with the call event in response to the user command for providing an audible rendering of the retrieved portion of the recording.

12. A system for recording media for a contact center comprising:

a first processor;

a first memory, wherein the first memory has stored thereon instructions that, when executed by the first processor, cause the first processor to;

receive media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network;

bridge a media path between the first and second communication devices; and

replicate media exchanged in the media path for storing the replicated media in the mass storage device; and

a second processor coupled to the first processor; and

a second memory, wherein the second memory has stored thereon instructions that, when executed by the second processor, cause the second processor to;

capture metadata associated with the call; and

store the captured metadata in association with the stored media,

wherein a routing point coupled to the first processor over the wide area network is configured to receive a request for the telephony call from the first communication device and determine whether the telephony call is to be recorded, and in response to determining that the telephony call is to be recorded, the routing point is configured to establish a first call path between the routing point and the first processor, and in response to determining that the telephony call is not to be recorded, the routing point is configured to establish a second call path between the routing point and the second communication device without establishing the first call path.

13. The system of claim 12, wherein the metadata includes data from interactions with a customer of the first communication device, wherein the interactions are conducted over media channels other than a telephony channel.

14. The system of claim 12, wherein the metadata includes information on a user of the first or second communication device.

15. The system of claim 12, wherein the metadata includes information on the first or second communication device.

16. The system of claim 12, wherein the metadata includes a word uttered during the call.

17. The system of claim 12 further comprising:

a third processor; and

a third memory wherein the third memory has stored thereon instructions that, when executed by the third processor, cause the third processor to;

analyze the stored media for detecting at least one of a key word or phrase.

18. A system for recording media for a contact center comprising:

a first processor;

a first memory, wherein the first memory has stored thereon instructions that, when executed by the first processor, cause the first processor to;

receive media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network;

bridge a media path between the first and second communication devices; and

replicate media exchanged in the media path for storing the replicated media in the mass storage device;

encrypt the replicated media via a first cryptographic key for storing the encrypted media in the storage device; and

encrypt he first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media; and

a second processor coupled to the first processor; and

a second memory, wherein the second memory has stored thereon instructions that, when executed by the second processor, cause the second processor to;

capture metadata associated with the call; and

store the captured metadata in association with the stored media.

19. A system for recording media for a contact center comprising:

a media controller;

a first memory, wherein the first memory has stored thereon instructions that, when executed by the media controller, cause the media controller to;

receive media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network;

bridge a media path between the first and second communication devices; and

replicate media exchanged in the media path for storing the replicated media in the mass storage device;

a processor coupled to the media controller;

a second memory, wherein the second memory has stored thereon instructions that, when executed by the processor, cause the processor to;

capture metadata associated with the call; and

store the captured metadata in association with the stored media; and

a call controller in a first geographic region, the call controller being configured to;

establish the telephony call between the first and second communication devices;

identify a second geographic location associated with a resource involved in the telephony call; and

identify the media controller based on location of the media controller in the identified second geographic location.

20. A system for recording media for a contact center comprising:

a media controller;

a first memory, wherein the first memory has stored thereon instructions that, when executed by the media controller, cause the media controller to;

receive media exchanged between first and second communication devices during a telephony call, the media being received by the recording system over a wide area network;

bridge a media path between the first and second communication devices; and

replicate media exchanged in the media path for storing the replicated media in the mass storage device;

a processor coupled to the media controller;

a second memory, wherein the second memory has stored thereon instructions that, when executed by the processor, cause the processor to;

capture metadata associated with the call; and

store the captured metadata in association with the stored media; and

a call controller configured to;

identify the first media controller currently assigned to the telephony call;

detect failure of the first media controller during the telephony call, wherein the failure of the media controller tears down the media path;

in response to detecting the failure, bridge a second media path between the first and second communication devices until a second media controller is identified; and

in response to the second media controller being identified, signal the second media controller to bridge and record media exchanged during the telephony call.

21. A system for recording media for a contact center comprising:

a media controller;

a first memory, wherein the first memory has stored thereon instructions that, when executed by the media controller, cause the media controller to;

receive media exchanged between first and second communication devices during a telephony call the media being received by the recording system over a wide area network;

bridge a media path between the first and second communication devices; and

replicate media exchanged in the media path for storing the replicated media in the mass storage device;

a processor coupled to the media controller;

a second memory, wherein the second memory has stored thereon instructions that, when executed by the processor, cause the processor to;

capture metadata associated with the call, wherein the metadata includes a link to a recording of media exchanged during the telephony call; and

store the captured metadata in association with the stored media; and

receive a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call; and

store the call event in a database record,

wherein the system further includes a playback device configured to;

retrieve the database record for displaying the call event on a display device;

receive a user command identifying the call event in response to the display on the display device; and

retrieve a portion of the recording associated with the call event in response to the user command for providing an audible rendering of the retrieved portion of the recording.