Call event tagging and call recording stitching for contact center call recordings

• US 9,178,989 B2
• Filed: 08/30/2013
• Issued: 11/03/2015
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Filonov, Vladimir, Lum, Henry, Culbert, Jeffrey, Blander, Daniel, Subramaniam, Somasundaram, Cicchitto, Angelo, Gvildys, Paul
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US14/015,649
• Publication Number:
  US 20140270141A1
• Time in Patent Office: 795 Days
• Field of Search: 379/265.07
• 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 recording a computer conference H04L12/1831
• 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 recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.

Claims

1. A method for recording media for a contact center comprising:

receiving by a processor call metadata for a telephony call, the call metadata including a link to a recording of media exchanged during the telephony call;

receiving by the processor 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 processor the call metadata and the call event in a database record;

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

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

retrieving a portion of the recording associated with the call event in response to the user command; and

providing an audible rendering of the retrieved portion of the recording,

wherein during the telephony call, the call is transferred from one call server to a second call server, wherein the recording is for a first segment of the call handled by the first call server, the transfer generating a second recording identified by a second link and a second database record for a second segment of the call handled by the second call server, the second database record including second call metadata and a second call event for the second segment of the call, the call event for the first segment of the call identifying the transfer of the call and further including the second link identifying the second recording.

2. The method of claim 1, wherein the call event indicates that an agent has joined the telephony call, or that the telephony call has been disconnected.

3. The method of claim 1, wherein the call event indicates adding of a call tag and further identifies the call tag.

4. The method of claim 3, wherein the call tag identifies a subject of the telephony call, an action taken during the telephony call, or customer sentiment during the telephony call.

5. The method of claim 3, wherein the call tag is added in response to a command by an agent handling the telephony call.

6. The method of claim 1, further comprising:

retrieving by the processor the second database record based on the second link included in the call event for the first segment of the call.

7. The method of claim 1, wherein the second call event for the second segment of the call includes the link to the recording for the first segment of the call.

8. The method of claim 7 further comprising:

retrieving by the processor the database record for the first segment of the call based on the link included in the call event for the second segment of the call.

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

a first call server;

a second call server;

a processor; and

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

receive call metadata for a telephony call, the call metadata including a link to a recording of media exchanged during the telephony call;

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

store the call metadata and the call event in a database record;

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;

retrieve a portion of the recording associated with the call event in response to the user command; and

provide an audible rendering of the retrieved portion of the recording, wherein, during the telephony call, the first call server is configured to transfer the call to the second call server, wherein the recording is for a first segment of the call handled by the first call server, the transfer configured to generate a second recording and a second database record for a second segment of the call handled by the second call server, the second recording for being identified by a second link, the second database record for including second call metadata and a second call event for the second segment of the call, the call event for the first segment of the call for identifying the transfer of the call and further including the second link for identifying the second recording.

10. The system of claim 9, wherein the recording spans a plurality of audio files, wherein in response to a command for playback of the recording, each of the plurality of audio files is retrieved and played in an appropriate order.

11. The system of claim 9, wherein the call event is for indicating that an agent has joined the telephony call, or that the telephony call has been disconnected.

12. The system of claim 9, wherein the call event is for indicating adding of a call tag and further identifies the call tag.

13. The system of claim 12, wherein the call tag is for identifying a subject of the telephony call, an action taken during the telephony call, or customer sentiment during the telephony call.

14. The system of claim 9, wherein the instructions further cause the processor to add the call tag in response to a command by an agent handling the telephony call.

15. The system of claim 9, wherein the recording of the media is encrypted via a first cryptographic key, wherein the first cryptographic key is encrypted via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media, wherein the metadata is stored in a local storage device.

16. The system of claim 15, wherein in providing the audible rendering of the retrieved portion of the recording, the processor is configured to decrypt the encrypted first cryptographic key via a decryption key, wherein the processor is configured to obtain the decryption key in response to providing a passphrase.

17. The system of claim 9 further comprising:

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

establish the telephony call between first and second communication devices;

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

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

18. The system of claim 9 further comprising:

a call controller configured to;

identify a first media controller currently assigned to the telephony call, the first media controller bridging a first media path between the first and second communication devices and recording, into a storage device, media exchanged in the first media path during the telephony call;

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