Call recording with screen and audio correlation

• US 9,479,727 B1
• Filed: 07/15/2015
• Issued: 10/25/2016
• Est. Priority Date: 07/15/2015
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Kolodizner, Efim, Zur, Tal
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US14/799,695
• Time in Patent Office: 468 Days
• US Class Current: 1/1
• CPC Class Codes: H04L 12/1831 Tracking arrangements for later retrieval, e.g. recording contents, participants activities or behavior, network status
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• 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: H04N 9/8211 the additional signal being a sound signal H04N9/835 takes precedence

Abstract

Methods and systems are described for recording screen data and audio data relating to a call. The screen recording session is initiated and terminated within the controller, based on correlation between audio data and screen data from the call, without requiring involvement with a controller or Computer Telephony Integration (CTI) layer.

Claims

1. A method of recording both audio data and agent screen data from a call received in a call center, the method comprising:

receiving audio data in a recorder;

initiating an audio data record session in an audio recording component of the recorder;

building a correlation object correlating the audio data with agent screen data in a capture control module;

initiating an agent screen data record session with the capture control module based on the audio data received in the recorder;

stopping the audio data record session;

stopping the agent screen data record session after a predetermined wrap-up time; and

storing correlated audio data and agent screen data;

wherein initiating an agent screen data record session comprises identifying a changed synchronization source identifier (SSRC) in the audio capture control module, finding an audio record session related to the changed synchronization source identifier (SSRC) and an agent screen record session related to the relevant audio session, and (i) stopping the audio data record session and stopping the agent screen data record session, and starting a new audio data record session and a new agent screen data record session when the related agent screen record session is active; and

(ii) initiating a new audio data record session and a new agent screen data record session when the related agent screen record session is not active.

2. The method according to claim 1, wherein receiving audio data comprises receiving a first real time protocol (RTP) data from a private branch exchange (PBX) network and initiating said audio data record session and agent screen data record session upon receiving said first real time protocol (RTP) data in said recorder.

3. The method according to claim 1, wherein initiating an agent screen data record session comprises receiving an agent screen record request from the capture control module upon receipt of a new audio data, and initiating a new agent screen data record session when the agent screen record request is found.

4. The method according to claim 1, wherein initiating an agent screen data record session comprises identifying a changed synchronization source identifier (SSRC) in the capture control module, finding an audio record session related to the changed synchronization source identifier (SSRC) and an agent screen record session related to the changed synchronization source identifier (SSRC), and

(i) stopping the agent screen data record session and starting a new agent screen data record session when the relevant agent screen record session is active;

and

(ii) initiating a new agent screen data record session when the relevant agent screen record session is not active.

5. The method according to claim 1, wherein a period of silence in the audio data received in the recorder triggers stopping the audio data record session and stopping the agent screen data record session a specified period of wrap-up time after stopping the audio data record session.

6. The method according to claim 1, wherein the correlation object correlates between an agent unique device identifier (UDI) or directory number (DN) or an Agent ID mapping to the audio data record session, and an agent screen Internet Protocol (IP) address mapping to the agent screen data record session.

7. A call recording system configured to record one or both of the following:

audio data and/or agent screen data, comprising;

an audio recorder;

an agent screen recorder; and

a processor executing a capture control module configured to initiate and stop audio data recorder sessions and agent screen data recorder sessions responsive to received audio data without computer telephony integration (CTI) control of the agent screen recorder, wherein

the capture control module is configured to identify a changed synchronization source identifier (SSRC) in the recorder, find an audio record session related to the changed synchronization source identifier (SSRC) and find an agent screen record session related to the changed synchronization source identifier (SSRC); and

(i) stop the audio data record session and the agent screen data recorder session and start a new audio data recorder session and a new agent screen data recorder session when the related agent screen data record session is active; and

(ii) initiate a new audio data record session and a new agent screen data record session when the related agent screen data record session is not active.

8. The total call recording system according to claim 7, comprising a private branch exchange (PBX) network generating real time protocol (RTP) audio data to initiate and stop audio recorder sessions and agent screen recorder sessions.

9. The total call recording system according to claim 7, wherein the agent screen recorder is configured to receive a screen recording request from the capture control module upon receipt of new audio data, and if the screen recording request is found, start a new agent screen data record session.

10. The total call recording system according to claim 7, wherein the capture control module is configured to identify a changed synchronization source identifier (SSRC) in the recorder, find an audio record session related to the changed synchronization source identifier (SSRC) and find an agent screen record session related to the changed synchronization source identifier (SSRC);

and

(i) stopping the agent screen data recorder session and starting a new agent screen data recorder session when the relevant agent screen data recorder session is active; and

(ii) initiating a new agent screen data recorder session when the relevant agent screen data recorder session is not active.

11. The total call recording system according to claim 7, further comprising a wrap-up timer, wherein a period of silence in the received audio data in the recorder triggers stopping the audio data recorder session and stopping the agent screen data recorder session after a specified period of time has elapsed in the wrap-up timer.

12. The total call recording system according to claim 7, further comprising a correlation object correlating between an agent unique device identifier (UDI) or directory number (DN) or an agent ID mapping to the audio recorder, and an agent screen internet protocol (IP) address mapping to the agent screen recorder.

13. A method of recording both audio data and agent screen data from a call received in a call center, the method comprising:

receiving audio data in a recorder;

initiating an audio data record session in an audio recording component of the recorder;

building a correlation object correlating the audio data with agent screen data in a capture control module;

initiating an agent screen data record session with the capture control module based on the audio data received in the recorder;

stopping the audio data record session;

stopping the agent screen data record session after a predetermined wrap-up time; and

storing correlated audio data and agent screen data;

wherein initiating an agent screen data record session comprises identifying a changed synchronization source identifier (SSRC) in the capture control module, finding an audio record session related to the changed synchronization source identifier (SSRC) and an agent screen record session related to the changed synchronization source identifier (SSRC), and (i) stopping the agent screen data record session and starting a new agent screen data record session when the relevant agent screen record session is active; and

(ii) initiating a new agent screen data record session when the relevant agent screen record session is not active.

14. A call recording system configured to record one or both of the following:

audio data and/or agent screen data, comprising;

an audio recorder;

an agent screen recorder; and

a processor executing a capture control module configured to initiate and stop audio data recorder sessions and agent screen data recorder sessions responsive to received audio data without computer telephony integration (CTI) control of the agent screen recorder,

wherein the capture control module is configured to identify a changed synchronization source identifier (SSRC) in the recorder, find an audio record session related to the changed synchronization source identifier (SSRC) and find an agent screen record session related to the changed synchronization source identifier (SSRC); and

(i) stopping the agent screen data recorder session and starting a new agent screen data recorder session when the relevant agent screen data recorder session is active; and

(ii) initiating a new agent screen data recorder session when the relevant agent screen data recorder session is not active.