Call event tagging and call recording stitching for contact center call recordings
First Claim
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.
3 Assignments
0 Petitions
Accused Products
Abstract
A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.
74 Citations
20 Claims
-
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 Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
-
-
10. A system for recording media for a contact center comprising:
-
a call controller in a first geographic region, the call controller being configured to; establish the telephony call between first and second communication devices; identify a second geographic location associated with a resource involved in the telephony call; and identify a media controller based on location of the media controller in the identified second geographic location; a processor coupled to the call controller; and a memory, wherein the memory has instructions stored thereon that, when executed by the processor, cause the processor to; receive call metadata for the telephony call, the call metadata including a link to a recording of media exchanged during the telephony call; receive a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call; store the call metadata and the call event in a database record; retrieve the database record for displaying the call event on a display device; receive a user command identifying the call event in response to the display on the display device; retrieve a portion of the recording associated with the call event in response to the user command; and provide an audible rendering of the retrieved portion of the recording. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
-
-
18. A system for recording media for a contact center comprising:
-
a processor; and a memory, wherein the memory has instructions stored thereon that, when executed by the processor, cause the processor to; receive call metadata for the telephony call, the call metadata including a link to a recording of media exchanged during the telephony call; receive a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call; store the call metadata and the call event in a database record; retrieve the database record for displaying the call event on a display device; receive a user command identifying the call event in response to the display on the display device; retrieve a portion of the recording associated with the call event in response to the user command; and provide an audible rendering of the retrieved portion of the recording; wherein the recording of the media is encrypted via a first cryptographic key, wherein the first cryptographic key is encrypted via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media, wherein the metadata is stored in a local storage device. - View Dependent Claims (19)
-
-
20. A system for recording media for a contact center comprising:
-
a call controller configured to; identify a first media controller currently assigned to the telephony call, the first media controller bridging a first media path between the first and second communication devices and recording, into a storage device, media exchanged in the first media path during the telephony call; detect failure of the first media controller during the telephony call, wherein the failure of the media controller tears down the first media path; in response to detecting the failure, bridge a second media path between the first and second communication devices until a second media controller is identified; and in response to the second media controller being identified, signal the second media controller to bridge and record media exchanged during the telephony call; a processor coupled to the call controller; and a memory, wherein the memory has instructions stored thereon that, when executed by the processor, cause the processor to; receive call metadata for the telephony call, the call metadata including a link to a recording of media exchanged during the telephony call; receive a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call; store the call metadata and the call event in a database record; retrieve the database record for displaying the call event on a display device; receive a user command identifying the call event in response to the display on the display device; retrieve a portion of the recording associated with the call event in response to the user command; and provide an audible rendering of the retrieved portion of the recording.
-
Specification