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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
First Claim
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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.

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