Systems and methods for endpoint recording using a media application server

• US 9,584,656 B1
• Filed: 05/19/2014
• Issued: 02/28/2017
• Est. Priority Date: 03/31/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Dong, Thomas Z.
• Primary Examiner(s): Han, Clemence
• Application Number:
  US14/281,310
• Time in Patent Office: 1,016 Days
• US Class Current: 1/1
• CPC Class Codes: H04L 45/16 Multipoint routing
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/1094 Inter-user-equipment sessions transfer or sharing
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming communication from a first communication device; routing the incoming communication to a second communication device in a call center; transmitting media communications associated with the incoming media communication between the first communication device and the second communication device through a media application server; duplicating the media communications via the media application server; transmitting the duplicated media communications via the media application server; and recording the duplicated media communications.

Claims

1. A computer implemented method for recording a communication, comprising the steps of:

receiving at a media application server an incoming Internet Protocol (IP) media communication originating from an IP communication device;

upon receiving the IP media communication, routing and then transmitting the received incoming IP media communication to a communication device in a contact center;

upon the transmitting, duplicating the received incoming IP media communication via the media application server; and

upon the transmitting of the received incoming IP media communication to the communication device;

selecting a recording device via the media application server, transmitting the duplicated media communication via the media application server to the selected recording device while the IP media communication is on-going, and recording the duplicated media communication at the selected recording device.

2. The computer implemented method as defined in claim 1, further comprising transmitting a media communication from the communication device in the contact center to the IP communication device using the IP address of the IP communication device.

3. The computer implemented method as defined in claim 2, wherein the IP communication device is a customer phone configured to send a media communication via IP.

4. The computer implemented method as defined in claim 1, wherein the step of transmitting the duplicated media communication to the selected recording device is performed using an IP address and a port of the selected recording device.

5. The computer implemented method as defined in claim 1, further comprising transmitting a media communication to the communication device in the contact center using an IP address of the communication device in the contact center.

6. The computer implemented method as defined in claim 5, further comprising receiving the media communication from the communication device in the contact center.

7. The computer implemented method as defined in claim 6, further comprising:

duplicating the media communication; and

transmitting the duplicated media communication to the selected recording device using an IP address of the selected recording device to be recorded.

8. A computer system configured for recording a communication comprising:

a processing unit; and

a memory communicatively connected to the processing unit that stores computer-executable instructions that, when executed by the processing unit, cause the computer to;

receive an incoming Internet Protocol (IP) media communication originating from an IP communication device;

upon receiving the IP media communication, route and then transmit the received incoming IP media communication to a communication device in a contact center;

upon the transmitting, duplicate the received incoming IP media communication;

and

upon the transmitting of the received incoming IP media communication to the communication device;

select a recording device via the media application server, transmit the duplicated media communication via the media application server to the selected recording device over an IP network while the IP media communication is on-going, and record the duplicated media communication at the selected recording device.

9. The computer of claim 8, wherein the memory stores further computer-executable instructions that, when executed by the processing unit, cause the computer to transmit a media communication from the communication device in the contact center to the IP communication device using the IP address of the IP communication device.

10. The computer of claim 9, wherein the IP communication device is a customer phone configured to send a media communication via IP.

11. The computer of claim 8, wherein transmitting the duplicated media communication to the selected recording device is performed using an IP address and a port of the selected recording device.

12. The computer of claim 8, wherein the memory stores further computer-executable instructions that, when executed by the processing unit, cause the computer to transmit a media communication to the communication device in the contact center using an IP address of the communication device in the contact center.

13. The computer of claim 12, wherein the memory stores further computer-executable instructions that, when executed by the processing unit, cause the computer to receive the media communication from the communication device in the contact center.

14. The computer of claim 13, wherein the memory stores further computer-executable instructions that, when executed by the processing unit, cause the computer to:

duplicate the media communication; and

transmit the duplicated media communication to the selected recording device using an IP address of the selected recording device to be recorded.

15. A non-transitory computer-readable medium residing on a media application server having instructions stored thereon for operating a communication processing system, wherein the instructions, when executed by the communication recording system, direct the communication recording system to:

receive at the media application server an incoming Internet Protocol (IP) media communication originating from an IP communication device;

upon receiving the IP media communication, route and then transmit the received incoming IP media communication to a communication device in a contact center;

upon the transmitting, duplicate the received incoming IP media communication via the media application server; and

upon the transmitting of the received incoming IP media communication to the communication device;

select a recording device via the media application server, transmit the duplicated media communication via the media application server to the selected recording device over an IP network while the IP media communication is on-going, and record the duplicated media communication at the selected recording device.

16. The non-transitory computer-readable medium of claim 15, having further instructions stored thereon for operating a communication processing system, wherein the instructions, when executed by the communication recording system, direct the communication recording system to transmit a media communication from the communication device in the contact center to the IP communication device using the IP address of the IP communication device.

17. The non-transitory computer-readable medium of claim 16, wherein the IP communication device is a customer phone configured to send a media communication via IP.

18. The non-transitory computer-readable medium of claim 15, wherein transmitting the duplicated media communication to the selected recording device is performed using an IP address and a port of the selected recording device.

19. The non-transitory computer-readable medium of claim 15, having further instructions stored thereon for operating a communication processing system, wherein the instructions, when executed by the communication recording system, direct the communication recording system to transmit a media communication to the communication device in the contact center using an IP address of the communication device in the contact center.

20. The non-transitory computer-readable medium of claim 19, having further instructions stored thereon for operating a communication processing system, wherein the instructions, when executed by the communication recording system, direct the communication recording system to:

receive the media communication from the communication device in the contact center;

duplicate the media communication; and

transmit the duplicated media communication to the selected recording device using an IP address of the selected recording device to be recorded.