System and method for geo-location based media recording for a contact center

• US 9,781,253 B2
• Filed: 08/30/2013
• Issued: 10/03/2017
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Lum, Henry R., Filonov, Vladimir, Culbert, Jeffrey, Blander, Daniel, Subramaniam, Somasundaram, Cicchitto, Angelo, Gvildys, Paul
• Primary Examiner(s): Choudhry, Samina
• Application Number:
  US14/015,974
• Publication Number:
  US 20140269446A1
• Time in Patent Office: 1,495 Days
• CPC Class Codes: H04L 2209/24 Key scheduling, i.e. generating round keys or sub-keys for block encryption
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1045 Proxies, e.g. for session initiation protocol [SIP]
• CPC Class Codes: H04L 65/1063 Application servers providing network services systems providing special services to telephonic subscribers H04M3/42
• CPC Class Codes: H04L 65/1076 Screening of IP real time communications, e.g. spam over Internet telephony [SPIT]
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/765 intermediate
• CPC Class Codes: H04L 9/0819 Key transport or distribution, i.e. key establishment techniques where one party creates or otherwise obtains a secret value, and securely transfers it to the other(s) network architectures or network communication protocols for key distribution in a packet data network H04L63/062
• CPC Class Codes: H04L 9/0822 using key encryption key
• CPC Class Codes: H04M 1/656 for recording conversations
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2203/609 Secret communication
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/28 Automatic routine testing ; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42348 Location-based services which utilize the location information of a target
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04Q 3/00 : Selecting arrangements H04Q5/00 - H04Q11/00 take precedence
• CPC Class Codes: H04W 12/04 : Key management, e.g. using generic bootstrapping architecture [GBA]
• CPC Class Codes: H04W 24/04 : Arrangements for maintaining operational condition
• CPC Class Codes: H04W 4/16 : Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 40/20 : based on geographic position or location

Abstract

A system and method for recording media for a contact center includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.

Claims

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

establishing, via a processor in a first geographic location, a communication session between first and second communication devices;

determining, by the processor, that media exchanged during the communication session is to be recorded;

identifying, by the processor, a second geographic location associated with a resource involved in the communication session, where the processor selects the second geographic location from one of multiple sites based on a configured order of preference of selecting from the one of multiple sites for recording media of the communication session between the first and second communication devices;

identifying, by the processor, a media controller associated with the second geographic location, wherein a media path between the first and second communication devices is bridged by the media controller, wherein the media controller receives the media exchanged during the communication session;

initiating, by the processor during the communication session, replication of the media exchanged during the communication session at the second geographic location to generate replicated media;

initiating, by the processor, transmission of the replicated media from the media controller at the second geographic location to a recording server located remotely with respect to the media controller; and

the resource is selected from a group consisting of the second communication device, route point, a media gateway, and trunk transporting an inbound call from the first communication device.

2. The method of claim 1, wherein the resource is identified via a directory number.

3. The method of claim 2, wherein the identifying of the second geographic location includes:

identifying the directory number of the resource;

determining whether the directory number is tagged with a geographic location; and

retrieving the geographic location tagged to the directory number.

4. The method of claim 1, wherein the communication session is an Internet telephony session, and the media is voice media.

5. The method of claim 1, wherein the determining that the media exchanged during the communication session is to be recorded is based on a directory number involved in the communication session.

6. The method of claim 1, wherein a plurality of resources are involved in the communication session, wherein the identifying the second geographic location includes selecting a geographic location associated to one of the plurality of resources based on an order of preference preset for the plurality of resources.

7. The method of claim 1 further comprising:

transmitting by the media controller over a second media path from the media controller to a recording server, a copy of the media exchanged during the communication session.

8. The method of claim 7, wherein the recording server is located in the first geographic location or second geographic location.

9. The method of claim 1, wherein the first communication device is located in the second geographic location, wherein a portion of the media path between the media controller and the first communication device traverses a local network, and a portion of the media path between the media controller and the second communication device traverses a wide area network.

19. The method of claim 1, wherein the processor is separate from the first and second communication devices.

20. The method of claim 19, wherein the processor is a server coupled between the first and second communication devices for establishing and tearing down the communication session between the first and second communication devices.

10. A system for recording media for a contact center comprising:

a processor in a first geographic location; and

a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;

establish a communication session between first and second communication devices;

determine that media exchanged during the communication session is to be recorded;

identify a second geographic location associated with a resource involved in the communication session, where the processor selects the second geographic location from one of multiple sites based on a configured order of preference of selecting from the one of multiple sites for recording media of the communication session between the first and second communication devices;

identify a media controller associated with the second geographic location, wherein a media path between the first and second communication devices is bridged by the media controller, wherein the media controller receives the media exchanged during the communication session;

initiate, during the communication session, replication of the media exchanged during the communication session at the second geographic location to generate replicated media;

initiate transmission of the replicated media from the media controller at the second geographic location to a recording server located remotely with respect to the media controller; and

the resource is selected from a group consisting of the second communication device, route point, a media gateway, and trunk transporting an inbound call from the first communication device.

11. The system of claim 10, wherein the resource is identified via a directory number.

12. The system of claim 11, wherein the instructions that cause the processor to identify the second geographic location further causes the processor to:

identify the directory number of the resource;

determine whether the directory number is tagged with a geographic location; and

retrieve the geographic location tagged to the directory number.

13. The system of claim 10, wherein the communication session is an Internet telephony session, and the media is voice media.

14. The system of claim 10, wherein the instructions that cause the processor to determine that the media exchanged during the communication session is to be recorded are based on a directory number involved in the communication session.

15. The system of claim 10, wherein a plurality of resources are involved in the communication session, wherein the instructions that cause the processor to identify the second geographic location further cause the processor to select a geographic location associated to one of the plurality of resources based on an order of preference preset for the plurality of resources.

16. The system of claim 10, wherein the media controller is configured to:

bridge a media path between the first and second communication devices;

replicate the media exchanged in the media path;

encrypt the media via a first encryption key for storing the encrypted media in a data storage device; and

encrypt the first encryption key via a second encryption key for storing the encrypted first encryption key as metadata for the encrypted media.

17. The system of claim 10, wherein the communication session is for conducting a telephony call, wherein the instructions further cause the processor to:

identify the media controller currently assigned to the telephony call between the first and second communication devices, the 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 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.

18. A system for recording media for a contact center comprising:

a first processor in a first geographic location; and

a memory, wherein the memory has stored thereon instructions that, when executed by the first processor, cause the first processor to;

establish a communication session between first and second communication devices;

determine that media exchanged during the communication session is to be recorded;

identify a second geographic location associated with a resource involved in the communication session, where the first processor selects the second geographic location from one of multiple sites based on a configured order of preference for recording media; and

identify a media controller associated with the second geographic location, wherein a media path between the first and second communication devices is bridged by the media controller, wherein the media controller receives the media exchanged during the communication session,

wherein the communication session is for conducting a telephony call, the system further comprising;

a second processor configured 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; and

retrieve a portion of the recording associated with the call event in response to the user command for providing an audible rendering of the retrieved portion of the recording.