×

Call event tagging and call recording stitching for contact center call recordings

  • US 9,565,296 B2
  • Filed: 11/02/2015
  • Issued: 02/07/2017
  • Est. Priority Date: 03/15/2013
  • Status: Active Grant
First Claim
Patent Images

1. A method for recording media for a contact center comprising:

  • establishing via a call controller in a first geographic region, a telephony call between first and second communication devices;

    identifying a second geographic location associated with a resource involved in the telephony call;

    identifying a media controller based on location of the media controller in the identified second geographic location;

    receiving by a processor call metadata for the telephony call, the call metadata including a link to a recording of media exchanged during the telephony call;

    receiving by the processor a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call;

    storing by the processor the call metadata and the call event in a database record;

    retrieving by the processor the database record for displaying the call event on a display device;

    receiving a user command identifying the call event in response to the display on the display device;

    retrieving a portion of the recording associated with the call event in response to the user command; and

    providing an audible rendering of the retrieved portion of the recording.

View all claims
  • 3 Assignments
Timeline View
Assignment View
    ×
    ×