Systems and methods of recording solution interface
First Claim
Patent Images
1. A method for providing an interface, comprising:
- receiving communications data associated with a communications session in a customer center, the communications session facilitated in an Internet Protocol environment;
providing the interface to a recording system for facilitating recording of voice packets associated with the communications session, the interface being facilitated in an Internet Protocol (IP) format, wherein the interface is configured to provide event call-back functionality to the customer center;
utilizing a failover recorder in response to a determination that a primary recorder has failed, wherein the primary recorder and the failover recorder are configured to receive the communications data, wherein the failover recorder is configured for normal operation prior to the determination that the primary recorder has failed;
determining whether the primary recorder has failed;
providing, via the interface, an indication that the primary recorder has failed; and
utilizing Voice Operated Exchange (VOX) to detect and to remove silent periods.
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Abstract
Included are embodiments for providing an interface. At least one embodiment of a method includes receiving communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment and providing an interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol format.
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Citations
18 Claims
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1. A method for providing an interface, comprising:
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receiving communications data associated with a communications session in a customer center, the communications session facilitated in an Internet Protocol environment; providing the interface to a recording system for facilitating recording of voice packets associated with the communications session, the interface being facilitated in an Internet Protocol (IP) format, wherein the interface is configured to provide event call-back functionality to the customer center; utilizing a failover recorder in response to a determination that a primary recorder has failed, wherein the primary recorder and the failover recorder are configured to receive the communications data, wherein the failover recorder is configured for normal operation prior to the determination that the primary recorder has failed; determining whether the primary recorder has failed; providing, via the interface, an indication that the primary recorder has failed; and utilizing Voice Operated Exchange (VOX) to detect and to remove silent periods. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for providing an interface, comprising:
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a network interface card that receives communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment; an IP interface library that provides an Internet Protocol (IP) voice interface for facilitating recording of voice packets associated with the communications session, the interface being facilitated in an Internet Protocol format; a recording system that records voice packets associated with the communications session according to the IP voice interface; wherein the communications data is received at a first recorder and a second recorder, the second recorder configured to provide failover recording protection, wherein a determination is made whether the first recorder has failed, wherein an indication that the first recorder has failed is received over the IP voice interface, wherein the IP voice interface is configured to provide initialization and termination functionality, and wherein Voice Operated Exchange (VOX) detection is used to remove silent periods; and a second IP interface library that provides, via the IP voice interface, the indication that the first recorder has failed. - View Dependent Claims (11, 12, 13)
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14. A system for providing an interface, comprising:
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a network interface card that receives communications data associated with a communication session; an Internet Protocol (IP) interface library coupled to the network interface card, wherein the IP interface library provides an IP interface for recording voice packets contained in the communications data, wherein the communications data is received at a first recorder and a second recorder from the IP interface, wherein the second recorder provides failover recording protection, wherein a determination is made whether the first recorder has failed, wherein an indication that the first recorder has failed is received over the IP interface, wherein the second recorder is configured for normal operation prior to the determination that the first recorder has failed; and a main service code coupled to the IP interface library, wherein the main service code provides configuration information to the IP interface library. - View Dependent Claims (15, 16, 17, 18)
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Specification