Recording invocation of communication sessions

• US 9,253,316 B1
• Filed: 12/13/2010
• Issued: 02/02/2016
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Calahan, Marc, Dong, Thomas Z.
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US12/967,031
• Time in Patent Office: 1,877 Days
• Field of Search: 37926501-26514
• US Class Current: 1/1
• CPC Class Codes: H04L 63/0457 wherein the sending and receiving network entities apply dynamic encryption, e.g. stream encryption cryptographic mechanisms or cryptographic arrangements for stream encryption H04L9/065
• CPC Class Codes: H04L 63/0471 applying encryption by an intermediary, e.g. receiving clear information at the intermediary and encrypting the received information at the intermediary before forwarding
• CPC Class Codes: H04L 63/166 at the transport layer
• CPC Class Codes: H04L 63/168 above the transport layer
• CPC Class Codes: H04L 65/65 Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP]
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

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.

Claims

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.

2. The method of claim 1, wherein the call control protocol is at least one of SIP or H323.

3. The method of claim 2, wherein the identifier further comprises a global call identifier.

4. The method of claim 1, associating the media streams further comprising associating a first media stream with a second media stream, wherein the at least one identifier is stored in the first and second media streams.

5. The method of claim 4, wherein the at least one identifier corresponds to the communication session.

6. The method of claim 1, associating the media streams further comprising associating a first media stream and a second media streams that are recorded on a first recording subsystem and a second recording subsystem of the recording system, respectively.

7. The method of claim 6, further comprising assembling together the first media stream and second media stream as the single media stream at least an archival system or a replay systems.

8. The method of claim 1, wherein the assembling eliminates gaps in the communication session at replay.

9. The method of claim 1, wherein the assembling, provides a gap during replay indicative of content that is missing from the communication session.

10. The method of claim 1, wherein the assembling includes alternative content at replay.

11. The method of claim 10, wherein the alternative content identifies that secured information has not been recorded, is deleted or is protected from replay.

12. 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 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.

13. The method of claim 12, further comprising routing the media streams to the at least one recording system based on the at least one identifier.

14. The method of claim 13, wherein the at least one identifier further comprises a call control protocol, wherein the call control protocol is at least one of SIP or H323.

15. The method of claim 14, wherein the at least one identifier further comprises a global call identifier.

16. The method of claim 13, associating the media streams further comprising associating a first media stream and a second media streams that are recorded on a first recording subsystem and a second recording subsystem of the at least one recording system, respectively.

17. The method of claim 16, further comprising assembling together the first media stream and second media stream as a single stream.

18. 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;

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.

19. The method of claim 18, wherein the indication includes alternative content.

20. The method of claim 19, wherein the alternative content includes silence to identify that secured information has not been recorded, is deleted or is protected from replay.