Recording invocation of communication sessions
First Claim
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1. A method of recording a communication session in a contact center, comprising:
- determining whether to record media streams associated with the communication session;
providing recording instructions to a communication component and a recording system to invoke recording of the media streams by a recording system;
associating the media streams of the communication session using at least one identifier from a call control protocol;
assembling the media streams together into a single media stream using the at least one identifier of the call control protocol;
selecting a recorder from a plurality of recorders to record the single media stream; and
recording the single media stream at the selected recorder.
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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.
194 Citations
20 Claims
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1. A method of recording a communication session in a contact center, comprising:
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determining whether to record media streams associated with the communication session; providing recording instructions to a communication component and a recording system to invoke recording of the media streams by a recording system; associating the media streams of the communication session using at least one identifier from a call control protocol; assembling the media streams together into a single media stream using the at least one identifier of the call control protocol; selecting a recorder from a plurality of recorders to record the single media stream; and recording the single media stream at the selected recorder. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method of recording a communication session in a contact center, comprising:
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determining whether to record media streams associated with the communication session; providing recording instructions to a communication component and a recording system to invoke recording of the media streams by at least one recording system; routing the media streams to the recording system; associating the media streams of the communication session at the at least one recording system using at least one identifier from a call control protocol; assembling the media streams together into a single media stream using the at least one identifier of the call control protocol; selecting a recorder from a plurality of recorders to record the single media stream; and recording the single media stream at the selected recorder. - View Dependent Claims (13, 14, 15, 16, 17)
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18. A method of recording a communication session in a contact center, comprising:
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determining whether to record media streams associated with the communication session; providing recording instructions to a communication component and a recording system to invoke recording of the media streams by a recording system; recording the media streams; associating the media streams of the communication session using at least one identifier from a call control protocol; assembling the media streams together into a single media stream using the at least one identifier of the call control protocol to provide an indication during playback that information within the media streams is protected; selecting a recorder from a plurality of recorders to record the single media stream; and recording the single media stream at the selected recorder. - View Dependent Claims (19, 20)
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Specification