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Apparatuses, methods and systems for a call searcher

  • US 9,672,281 B1
  • Filed: 10/13/2010
  • Issued: 06/06/2017
  • Est. Priority Date: 10/16/2009
  • Status: Active Grant
First Claim
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1. A call searcher processor-implemented method, comprising:

  • obtaining an indication to perform call analytics in a real-time communications session;

    recording the communications session as a plurality of media packets and storing the recorded media packets corresponding to a real-time communications session data in a recorded calls database;

    upon obtaining the indication to perform call analytics, extracting from the database of recorded calls a subset of media packets corresponding to a portion of the stored real-time communications session data comprising communications packet data from a single participant for the purpose of performing analytics on said extracted real-time communications session data;

    utilizing a dynamic data-structure tracking syntax-configured string and the extracted media packet data to generate a query and obtaining based on said query at least one session analysis rule from a database containing a plurality of rules, for evaluating and performing the analysis on the extracted communications session data;

    analyzing via a processor the extracted real-time communications session data and applying the at least one session analysis rule to said session data;

    generating a query and obtaining based on said query at least one possible call rating from a database of possible ratings for the real-time communications session;

    dynamically applying the obtained at least one session analysis rule to the obtained possible ratings for the real-time communications session;

    evaluating the obtained call ratings based on the applied session analysis rule and generating at least one call tag for the session;

    associating the call tag with the communications session, wherein the call tag indicates that a violation of at least one session analysis rule has occurred; and

    generating and sending automatic notification including the call tag indicating violation of at least one session analysis rule and requesting supervisor review and action for the real-time communications session being analyzed while the sessions is being conducted.

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