Systems and methods for recording resource association for recording

• US 9,106,737 B2
• Filed: 03/30/2007
• Issued: 08/11/2015
• Est. Priority Date: 03/30/2007
• Status: Active Grant

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Calahan, Marc, Williams, Jamie Richard, Brodhagen, Kenneth Richard, Smith, Damian, Barnes, Robert John
• Primary Examiner(s): SING, SIMON P
• Application Number:
  US11/693,923
• Publication Number:
  US 20080244597A1
• Time in Patent Office: 3,056 Days
• Field of Search: 379 8822- 8825, 379230-234
• US Class Current: 1/1
• CPC Class Codes: H04M 3/367 Traffic or load control
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

Included are embodiments for determining an extension-to-channel mapping. At least one embodiment includes receiving first data associated with a communication from at least one communications device and receiving second data from a recording resource. Some embodiments include determining whether the at least one communications device is coupled to a recording resource. Some embodiments include matching the communications device to a recording resource and in response to matching, creating an association of the at least one communications device to the recording resource.

Claims

1. A method for determining a communications device-to-recording resource association, comprising:

receiving first data associated with a communication from at least one communications device;

receiving second data from a recording resource;

determining whether the at least one communications device is coupled to a recording resource by comparing the first data to the second data;

matching the communications device to the recording resource by the comparing; and

in response to matching, creating an association of the at least one communications device to the recording resource, wherein the association determines that the at least one communications device is a location from which a recording in the recording resource was received.

2. The Method of claim 1, wherein determining whether at least one communications device is coupled to a recording resource includes determining a probability that the at least one communications device is coupled to the at least one recording resource.

3. The method of claim 2, further comprising determining whether the probability that the at least one communications device is coupled to the recording resource exceeds a predetermined threshold.

4. The method of claim 3, wherein determining a probability that the at least one communications device is coupled to a recording resource includes at least one of the following:

comparing data sent from the communications device with data received at a plurality of recording resources and comparing data received sent to the communications device with data received at a plurality of resources.

5. The method of claim 3, wherein determining a probability that the at least one communications device is coupled to a recording resource includes setting a probability that a communications device is coupled to a recording resource to zero in response to a determination that the at least one communications device has been inactive.

6. The method of claim 1, further comprising creating a map that includes an association of the at least one communications device to the recording resource.

7. The method of claim 1, wherein the second data is audio data.

8. The method of claim 1, further comprising recording at least a portion of the data associated with the communication.

9. The method of claim 1, wherein the data associated with the communication is configured for transmission in an Internet Protocol (IP) environment.

10. The method of claim 1, wherein the first data associated with the communication is configured for transmission in a Time Division Multiplexing (TDM) environment.

11. The method of claim 1, wherein receiving first data associated with the communication includes receiving at least one of the following:

a start time of receiving the data, an end time of receiving the data, and a midpoint of receiving the data.

12. A system for determining an extension-to-channel mapping, comprising:

a receiving component configured to receive data associated with a communication from at least one extension;

a first monitoring component configured to monitor the data with the communication;

a second monitoring component configured to monitor data received at a recording channel;

a third monitoring component configured to monitor screen data associated with the communication from the at least one extension;

a first determining component configured to determine a probability based on a comparison of the data monitored by the first monitoring component, the data monitored by the second monitoring component and the screen data that the at least one extension is coupled to a recording channel; and

a mapping component configured to create a map that includes an association of the at least one extension to the recording channel based on the comparison.

13. The system of claim 12, further comprising means for recording at least a portion of the data associated with the communication.

14. The system of claim 12, wherein the data associated with the communication is configured for transmission in an Internet Protocol (IP) environment.

15. The system of claim 12, wherein the data associated with the communication is configured for transmission in a Time Division Multiplexing (TDM) environment.

16. The system of claim 12, wherein receiving data includes receiving at least one of the following:

a start time of receiving the data, an end time of receiving the data, and a midpoint of receiving the data.

17. The system of claim 12, wherein the first determining component is further configured to compare data sent from the extension with data received at a plurality of recording channels.

18. The system of claim 12, wherein the creating component is further configured to include an association of the at least one extension to the recording channel includes a mapping of a plurality of channels.

19. A non-transitory computer readable medium for determining an extension-to-channel mapping, comprising:

receiving logic configured to receive data associated with a communication from at least one extension;

first monitoring logic configured to monitor the data with the communication;

second monitoring logic configured to monitor data received at a recording channel;

third monitoring logic configured to monitor screen data associated with the communication from the at least one extension;

first determining logic configured to determine a probability that the at least one extension is coupled to a recording channel based on a comparison of the data monitored by the first monitoring component, the data monitored by the second monitoring component and the screen data;

second determining logic configured to determine whether the probability that the at least one extension is coupled to the recording channel exceeds a predetermined threshold; and

mapping logic configured to create a map that includes an association of the at least one extension to the recording channel based on the comparison.

20. The non-transitory computer readable medium of claim 19, further comprising recording logic configured to record at least a portion of the data associated with the communication.

21. The non-transitory computer readable medium of claim 19, wherein the data associated with the communication is configured for transmission in an Internet Protocol (IP) environment.

22. The non-transitory computer readable medium of claim 19, wherein the data associated with the communication is configured for transmission in a Time Division Multiplexing (TDM) environment.

23. The non-transitory computer readable medium of claim 19, wherein receiving data includes receiving at least one of the following:

a start time of receiving the data, an end time of receiving the data, and a midpoint of receiving the data.

24. The non-transitory computer readable medium of claim 19, wherein the first determining logic is further configured to compare data sent from the extension with data received at a plurality of recording channels.

25. The non-transitory computer readable medium of claim 19, wherein creating a map that includes an association of the at least one extension to the recording channel includes a mapping of a plurality of channels.