Recording invocation of communication sessions
First Claim
Patent Images
1. A method for recording a communication session between a customer and an agent, comprising the steps of:
- configuring a communication component of a customer center communication system to enable recording of media streams associated with a communication session;
determining whether to record the media streams associated with the communication session based on the configuration of the communication component;
determining one or more recorders from a plurality of recorders to record the media streams based on call control protocols;
responsive to determining the one or more recorders, transmitting instructions to the customer center communication system to duplicate the media streams and transmit the duplicated media streams over a network;
performing a proxy failover operation, by;
communicating with the customer center communication system,communicating with a primary proxy server and a secondary proxy server,detecting the primary proxy server is down, andupon detecting the primary server is down, routing traffic to the secondary proxy server;
receiving the duplicated media streams over the network;
recording the received duplicated media streams at the one or more recorders; and
stitching the received duplicated media streams together to form a single media stream.
3 Assignments
0 Petitions
Accused Products
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.
204 Citations
17 Claims
-
1. A method for recording a communication session between a customer and an agent, comprising the steps of:
-
configuring a communication component of a customer center communication system to enable recording of media streams associated with a communication session; determining whether to record the media streams associated with the communication session based on the configuration of the communication component; determining one or more recorders from a plurality of recorders to record the media streams based on call control protocols; responsive to determining the one or more recorders, transmitting instructions to the customer center communication system to duplicate the media streams and transmit the duplicated media streams over a network; performing a proxy failover operation, by; communicating with the customer center communication system, communicating with a primary proxy server and a secondary proxy server, detecting the primary proxy server is down, and upon detecting the primary server is down, routing traffic to the secondary proxy server; receiving the duplicated media streams over the network; recording the received duplicated media streams at the one or more recorders; and stitching the received duplicated media streams together to form a single media stream. - View Dependent Claims (2, 3, 4, 5, 6, 7)
-
-
8. A system for recording a communication session between a customer and an agent, comprising:
-
a customer center communication system having a communication component, the communication component being operative to be configured to enable recording of media streams associated with a communication session, the communication component being further operative to transmit the media streams over a network based on the configuration of the communication component; a link protector operative to; communicate with the customer center communication system, communicate with a primary proxy server and a secondary proxy server, detect that the primary proxy server is down, and upon detecting the primary server is down, route traffic to the secondary proxy server; the primary proxy server and the secondary proxy server, each operative to; determine whether to record the media streams based on the configuration of the communication component, determine one or more recorders from a plurality of recorders to record the media streams based on call control protocols, and transmit instructions to the customer center communication system to duplicate the media streams and transmit the duplicated media streams over the network to the one or more recorders; a recording system comprising the plurality of recorders, wherein each recorder is operative to receive and record the duplicated media streams over the network; and an archival system being operable to stitch the recorded duplicated media streams together to form a single media stream. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15)
-
-
16. A system for recording a communication session between a customer and an agent, comprising:
-
a customer center communication system having a communication component, the communication component being operative to be configured to enable recording of media streams associated with a communication session, the communication component being further operative to transmit the media streams over a network based on the configuration of the communication component; a link protector operative to; communicate with the customer center communication system, communicate with a primary proxy server and a secondary proxy server, detect that the primary proxy server is down, and upon detecting the primary server is down, pass traffic to the secondary proxy server; the primary proxy server and the secondary proxy server, each operative to; determine whether to record the media streams based on the configuration of the communication component, determine one or more recorders from a plurality of recorders to record the media streams based on call control protocols, and transmit instructions to the customer center communication system to duplicate the media streams and transmit the duplicated media streams over the network to the determined one or more recorders; a recording system being operative to receive and record the duplicated media streams over the network; and an archival system being operable to stitch the recorded duplicated media streams together to form a single media stream. - View Dependent Claims (17)
-
Specification