System and method for recording and monitoring communications using a media server

• US 9,432,388 B2
• Filed: 04/13/2012
• Issued: 08/30/2016
• Est. Priority Date: 02/23/2007
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Interactive Intelligence Group Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Snyder, Michael D, Wyss, Felix Immanuel, O'Connor, Kevin
• Primary Examiner(s): ZENATI, AMAL S
• Application Number:
  US13/446,182
• Publication Number:
  US 20120195415A1
• Time in Patent Office: 1,600 Days
• Field of Search: 370/352, 379/93, 379/265, 379/266
• US Class Current: 1/1
• CPC Class Codes: H04L 43/12 Network monitoring probes
• CPC Class Codes: H04L 63/00 Network architectures or network communication protocols for network security cryptographic mechanisms or cryptographic arrangements for secret or secure communication H04L9/00; network architectures or network communication protocols for wireless network security H04W12/00; security arrangements for protecting computers or computer systems against unauthorised activity G06F21/00
• CPC Class Codes: H04L 63/1425 Traffic logging, e.g. anomaly detection
• CPC Class Codes: H04L 63/30 for supporting lawful interception, monitoring or retaining of communications or communication related information circuit switched telephony call monitoring H04M3/2281
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/765 intermediate
• CPC Class Codes: H04L 67/01 Protocols
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A communication system including a media server through which communication packets are exchanged for recording and monitoring purposes is disclosed. A tap is associated with each communication endpoint allowing for cradle to grave recording of communications despite their subsequent routing or branching. An incoming communication is routed to a first tap and upon selection of a receiving party; the first tap is routed to a second tap which forwards communication packets on to the receiving party. The taps may be used to forward communication packets to any number of other taps or destinations, such as a recording device, monitoring user, or other user in the form of a conference.

Claims

1. A method of managing communication via an at least partially digital network by redirecting communications through a media server coupled to the at least partially digital network, wherein the managing occurs without interruption and minimizes call latency, the method comprising the steps of:

a. associating a first party with a first point on the at least partially digital network coupled to the media server;

b. associating a second party with a second point on the at least partially digital network coupled to the media server;

c. associating a third party with a third point on the at least partially digital network coupled to the media server;

d. connecting the first point on the at least partially digital network coupled to the media server, to a first component;

e. connecting the second point on the at least partially digital network coupled to the media server, to a second component;

f. connecting the first component to the second component;

g. receiving a first version of a first communication, wherein said first communication is bi-directional, from the first point on the at least partially digital network coupled to the media server, at the first component;

h. receiving at the second component from the first component a version of the first communication;

i. receiving at the second point from the second component a version of the first communication;

j. receiving a first version of a second communication, wherein said second communication is bi-directional, from the second point on the at least partially digital network coupled to the media server, at the second component;

k. receiving at the first component from the second component a version of the second communication;

l. receiving at the first point on the at least partially digital network coupled to the media server, from the first component a version of the second communication;

m. connecting a third point on the at least partially digital network coupled to the media server, to the first component;

n. receiving a first version of a third communication, wherein said third communication is bi-directional, from the third point on the at least partially digital network coupled to the media server, at the first component; and

o. receiving at the first point on the at least partially digital network coupled to the media server, from the third component a version of the third communication.

2. The method according to claim 1 that has only one of the following characteristics:

none of the versions of a communication are identical; and

any of the versions of a communication are identical.

3. The method according to claim 1, the method further including the steps of:

a. creating a second version of the first communication;

b. creating a second version of the second communication;

c. creating a second version of the third communication;

d. saving as a first record the second version of the first communication and the second version of the third communication; and

e. saving as a second record the second version of the second communication.

4. The method according to claim 3 having at least one or more of the following characteristics:

all of the components are located on a server; and

at least one of the components is a tap.

5. The method according to claim 1 further including at least one of the following steps:

a. disconnecting the second component from the first component; and

b. disconnecting the second party from the first component.

6. The method according to claim 1, the method further comprising the steps of:

a. receiving at the second point on the at least partially digital network coupled to the media server, from the second component a version of the first communication; and

b. disconnecting the second party from the first component.

7. The method according to claim 6 that has only one of the following characteristics:

none of the versions of the first communication are identical; and

any of the versions of the first communication are identical.

8. The method according to claim 6, the method further including the steps of:

a. creating a fourth version of the first communication; and

b. saving as a second record the second version of the second communication and the fourth version of the first communication.

9. The method according to claim 6, the method further including the steps of:

a. receiving a first version of an other third communication from the third point on the at least partially digital network coupled to the media server, at the first component; and

b. receiving at the first point on the at least partially digital network coupled to the media server, from the first component a version of the other third communication.

10. The method according to claim 9, the method further including the steps of:

a. creating a second version of the other third communication; and

b. saving as a first record the second version of the first communication, the second version of the third communication, and the second version of the other third communication.

11. The method according to claim 9, the method further comprising the step of receiving at the first point from the first component a version of the second communication.

12. The method according to claim 11 that has only one of the following characteristics:

none of the versions of the second communication are identical; and

any of the versions of the second communication are identical.

13. The method according to claim 11, the method further including the steps of:

a. creating a fourth version of the second communication; and

b. saving as a first record the second version of the first communication, the second version of the third communication, the second version of the other third communication, and the fourth version of the second communication.

14. The method according to claim 11 further including the steps of:

a. associating a fourth party with a fourth point on the at least partially digital network coupled to the media server;

b. connecting the fourth point on the at least partially digital network coupled to the media server, to the second component;

c. receiving a first version of a fourth communication from the fourth point on the at least partially digital network coupled to the media server, at the second component; and

d. receiving at the second point on the at least partially digital network coupled to the media server, from the second component a version of the fourth communication.

15. The method according to claim 14 that has only one of the following characteristics:

none of the versions of the fourth communication are identical; and

any of the versions of the fourth communication are identical.

16. The method according to claim 14, the method further including the steps of:

a. creating a second version of the fourth communication;

b. saving as a second record the second version of the second communication, the second version of the fourth communication, and the fourth version of the first communication;

c. creating a fourth version of the second communication; and

d. saving as a first record the second version of the first communication, the second version of the third communication, the second version of the other third communication, and the fourth version of the second communication created.