System and method for recording calls in a WebRTC contact center

• US 9,178,998 B2
• Filed: 03/12/2013
• Issued: 11/03/2015
• Est. Priority Date: 03/12/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: O'Connor, Neil
• Primary Examiner(s): SING, SIMON P
• Application Number:
  US13/795,392
• Publication Number:
  US 20140270104A1
• Time in Patent Office: 966 Days
• Field of Search: 379/88.17, 37926501-2661
• US Class Current: 1/1
• CPC Class Codes: H04M 1/656 for recording conversations
• 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 3/5191 interacting with the Internet

Abstract

A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes a fork module for forking media streams associated with the at least one WebRTC call. The call recording system further includes a record module for recording the forked media streams to record the at least one WebRTC call. The call recording system further includes a barge module for enabling a supervisor to barge into the at least one WebRTC call.

Claims

1. A call recording system for recording calls in an enterprise, comprising:

a monitor module configured to monitor and detect at least one request to establish a Web Real-Time Communication (WebRTC) call with an agent of the enterprise;

a fork module configured to fork media streams associated with the at least one WebRTC call, wherein the forking is initiated from a WebRTC enabled browser of the agent or a user outside the enterprise; and

a record module configured to record the forked media streams to record the at least one WebRTC call.

2. The call recording system of claim 1, wherein the at least one WebRTC call is between the WebRTC enabled browser of the user outside the enterprise and the WebRTC enabled browser of the agent of the enterprise.

3. The call recording system of claim 1, wherein the fork module forks media streams based on connection of the WebRTC call between a user and the agent.

4. The call recording system of claim 1, further comprising an observe module configured to enable a supervisor to observe proceeding of the at least one WebRTC call.

5. The call recording system of claim 4, wherein the fork module is configured to further fork the media streams associated with the at least one WebRTC call to enable the supervisor to observe proceeding the WebRTC call between a user and the agent.

6. The call recording system of claim 1, further comprising a barge module configured to enable a supervisor to barge into the at least one WebRTC call.

7. The call recording system of claim 1, wherein the supervisor barges into the at least one WebRTC call based on proceedings of the WebRTC call.

8. The call recording system of claim 1, wherein the fork module configured to fork the media streams associated with the at least one WebRTC call based upon approval from a supervisor.

9. The call recording system of claim 1, wherein fork module automatically forking the media streams associated with the at least one WebRTC call.

10. The call recording system of claim 1, wherein the fork module further configured to separately fork media streams coming from the agent'"'"'s browser and the user'"'"'s browser.

11. The call recording system of claim 10, wherein the record module separately recording the media streams coming from the agent'"'"'s browser and the user'"'"'s browser.

12. The call recording system of claim 1, wherein capacity of the call recording system is dependent upon number of agents in the enterprise.

13. A computer-implemented method for recording calls in an enterprise, the computer-implemented method comprising:

monitoring incoming call requests in an enterprise to detect at least one request to establish a Web Real-Time Communication (WebRTC) call with an agent of the enterprise;

forking media streams associated with the at least one WebRTC call, wherein the forking is initiated from a WebRTC enabled browser of the agent or a user outside the enterprise; and

recording the forked media streams to record the at least one WebRTC call.

14. The computer-implemented method of claim 13, wherein the at least one WebRTC call is between the WebRTC enabled browser of the user outside the enterprise and the WebRTC enabled browser of the agent of the enterprise.

15. The computer-implemented method of claim 13, wherein the forking comprises forking media streams based on connection of the WebRTC call between a user and the agent.

16. The computer-implemented method of claim 13, further comprising observing proceeding of the call.

17. The computer-implemented method of claim 13, further comprising barging into the at least one WebRTC call.

18. The computer-implemented method of claim 13, further comprising barging comprises barging into the at least one WebRTC call based on proceeding of the WebRTC call.

19. The computer-implemented method of claim 13, wherein the forking comprises forking separately media streams coming from the agent'"'"'s browser and the user'"'"'s browser.

20. A tangible computer readable medium storing computer readable instructions when executed by a processor perform a method comprising:

monitoring incoming call requests in an enterprise to detect at least one request to establish a Web Real-Time Communication (WebRTC) call with an agent of the enterprise;

forking media streams associated with the at least one WebRTC call, wherein the forking is initiated from a WebRTC enabled browser of the agent or a user outside the enterprise; and

recording the forked media streams to record the at least one WebRTC call.