Using secondary channel information to provide for gateway recording

• US 9,307,092 B1
• Filed: 10/04/2011
• Issued: 04/05/2016
• Est. Priority Date: 10/04/2010
• 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, Bluman, Scott M.
• Primary Examiner(s): Laekemariam, Yosef K
• Application Number:
  US13/252,986
• Time in Patent Office: 1,645 Days
• Field of Search: 379/142.04, 379/88.25, 379/198, 379/231, 379/234, 379/373.04, 379/266.1, 379/133, 379/265.02, 379/70, 379/213.01
• US Class Current: 1/1
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• 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 67/1004 Server selection for load balancing
• CPC Class Codes: H04M 15/06 Recording class or number of calling , i.e. A-party or called party , i.e. B-party
• CPC Class Codes: H04M 15/56 for VoIP communications
• CPC Class Codes: H04M 15/63 based on the content carried by the session initiation protocol [SIP] messages
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/00 Automatic or semi-automatic exchanges
• CPC Class Codes: H04M 3/2218 Call detail recording
• 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 7/1285 Details of finding and selecting a gateway for a particular call

Abstract

Systems and methods for using secondary communication channel information, such as RTCP information to facilitate correlating business information to allow gateway recording. Using information in this secondary communication channel the recording system can correlate the business metadata either directly (e.g., using a phone extension) or through one or more indirect operations (e.g., a call ID-to-universal call id-to-phone extension). Additionally, information in the primary communication channel may be used to perform an indirect operation to correlate auxiliary business information (e.g., using the CALLID or UCID in SIP signaling to resolve the agent'"'"'s phone extension and thereby access auxiliary business information.)

Claims

1. A method of correlating information in a contact center interaction using a secondary information channel, comprising:

receiving a call at a gateway;

routing the call to a Private Branch Exchanges (PBX);

receiving, at a recorder, business information over a Computer Telephony Integration (CTI) information channel from the PBX;

intercepting, at the recorder, information from the secondary information channel, wherein the information is one-way media traveling from the contact center to the recording center;

using information intercepted from the secondary information channel to query the PBX to retrieve additional business information; and

correlating the business information with the information intercepted from the secondary information channel and additional business information retrieved, wherein a single unique identifier is utilized for the interaction.

2. The method of claim 1, wherein the secondary information channel comprises Real Time Control Protocol (RTCP) information.

3. The method of claim 1, further comprising routing the call to an agent telephone.

4. The method of claim 3, wherein the information intercepted from the secondary information channel comprises events associated with the agent telephone.

5. The method of claim 4, wherein the information intercepted from the secondary information channel comprises one of a speed of dialing, a time when the agent telephone goes off-hook, a “

From”

party, a “

CallId,”

a “

Completion Reason,”

an “

External Interaction ID,”

a “

Route Point,”

a “

Call Direction,”

a “

Held Time,” and

an “

Interaction Duration”

.

6. The method of claim 1, wherein a contact center environment has a gateway recording environment.

7. The method of claim 1, wherein the information intercepted from the secondary information channel comprises metadata associated with the call.

8. The method of correlating information in a contact center interaction using a secondary information channel, comprising:

receiving a call at a gateway;

routing the call to a Private Branch Exchanges (PBX);

receiving, at a recorder, business information over a Computer Telephony Integration (CTI) information channel from the PBX;

intercepting, at the recorder, information from the secondary information channel, wherein the information is one-way media traveling from the contact center to the recording center;

querying the PBX using the information intercepted at the recorder to retrieve additional business information; and

correlating the business information with the information intercepted from the secondary information channel and additional business information retrieved using results of the query, wherein a single unique identifier is utilized for the interaction.

9. The method of claim 8, wherein the secondary information channel comprises Real Time Control Protocol (RTCP) information.

10. The method of claim 8, further comprising routing the call to an agent telephone.

11. The method of claim 10, wherein the information intercepted from the secondary information channel comprises events associated with the agent telephone.

12. The method of claim 11, wherein the information intercepted from the secondary information channel comprises one of a speed of dialing, a time when the agent telephone goes off-hook, a “

From”

party, a “

CallId,”

a “

Completion Reason,”

an “

External Interaction ID,”

a “

Route Point,”

a “

Call Direction,”

a “

Held Time,” and

an “

Interaction Duration”

.

13. The method of claim 8, wherein a contact center environment has a gateway recording environment.

14. The method of claim 8, wherein the information intercepted from the secondary information channel comprises metadata associated with the call.

15. A system of correlating information in a contact center interaction using a secondary information channel, comprising:

a gateway that receives a call to the contact center;

a Private Branch Exchanges (PBX) that routes the call within the contact center; and

a recorder that receives business information over a Computer Telephony Integration (CTI) information channel from the PBX, the recorder also intercepting information from the secondary information channel,

wherein the PBX is queried using information intercepted from the secondary information channel to retrieve additional business information;

wherein the business information is correlated with the information intercepted from the secondary information channel and additional business information retrieved,

wherein the information is one-way media traveling from the contact center to the recording center, wherein a single unique identifier is utilized for the interaction.

16. The system of claim 15, wherein the secondary information channel comprises Real Time Control Protocol (RTCP) information.

17. The system of claim 15, wherein the PBX routes the call to an agent telephone.

18. The system of claim 17, wherein the information intercepted from the secondary information channel comprises events associated with the agent telephone.

19. The system of claim 18, wherein the information intercepted from the secondary information channel comprises one of a speed of dialing, and a time when the agent telephone goes off-hook.

20. The system of claim 15, wherein the information intercepted from the secondary information channel comprises metadata associated with the call.