Systems and methods of recording solution interface

• US 9,363,369 B2
• Filed: 05/12/2014
• Issued: 06/07/2016
• Est. Priority Date: 07/30/2007
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Brodhagen, Kenneth Richard
• Primary Examiner(s): Patel, Parth
• Application Number:
  US14/275,773
• Publication Number:
  US 20140341360A1
• Time in Patent Office: 757 Days
• Field of Search: 370/259, 370/352, 714/4, 714/5
• US Class Current: 1/1
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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

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.

Claims

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.

2. The method of claim 1, further comprising recording at least a portion of the communications data according to the interface.

3. The method of claim 1, wherein the event callback functionality is configured to facilitate the delivery of voice packets, error, warning and status information for a recording.

4. The method of claim 1, wherein the interface is configured to determine a channel from which the communications data is received.

5. The method of claim 1, wherein the interface include initialization and termination functionality, the initialization and termination functionality configured to setup at least one recording resource during use.

6. The method of claim 1, wherein the failover recorder is unutilized prior to the determination that the primary recorder has failed.

7. The method of claim 1, further comprising a plurality of failover recorders.

8. The method of claim 1, wherein the interface is configured to operate with at least one of the following:

Pseudowire Emulation Edge to Edge (PWE3) protocol, Session Initiation Protocol (SIP), and Real-Time Protocol (RTP).

9. The method of claim 1, wherein the event types include at least one of a buffer status, a connection warning, a connection error, and a overflow error.

10. A system for providing an interface, comprising:

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.

11. The system of claim 10, wherein the initialization and termination functionality is configured to initialize without interrupting the communications session.

12. The system of claim 10, wherein the interface is further configured to provide a callback function.

13. The system of claim 10, wherein the interface is configured to determine a channel from which the communications data is received.

14. A system for providing an interface, comprising:

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.

15. The system of claim 14, wherein the main service code is further configured to generate a recorder configuration document.

16. The system of claim 14, further comprising recording logic configured to record at least a portion of the communications data.

17. The system of claim 14, wherein the communications data is received from a customer center.

18. The system of claim 14, wherein the communications data is received via an IP infrastructure.