Using secondary channel information to provide for gateway recording

• US 9,854,096 B2
• Filed: 04/01/2016
• Issued: 12/26/2017
• Est. Priority Date: 10/04/2010
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie Richard, Calahan, Marc, Bluman, Scott M.
• Primary Examiner(s): Laekemariam, Yosef K
• Application Number:
  US15/088,555
• Publication Number:
  US 20160277578A1
• Time in Patent Office: 634 Days
• Field of Search: 37926507, 37914213, 379 70, 37921301, 379 901, 379 41, 379 85, 379 8826, 37921401
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/65 Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP]
• CPC Class Codes: H04L 67/1004 Server selection for load balancing
• CPC Class Codes: H04M 15/06 Recording class or number of calling , i.e. A-party or called party , i.e. B-party
• CPC Class Codes: H04M 15/56 for VoIP communications
• CPC Class Codes: H04M 15/63 based on the content carried by the session initiation protocol [SIP] messages
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/00 Automatic or semi-automatic exchanges
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• 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: H04M 7/1285 Details of finding and selecting a gateway for a particular call

Abstract

Systems and methods for using secondary communication channel information, such as RTCP information to facilitate correlating business information to allow gateway recording. Using information in this secondary communication channel the recording system can correlate the business metadata either directly (e.g., using a phone extension) or through one or more indirect operations (e.g., a call ID-to-universal call id-to-phone extension). Additionally, information in the primary communication channel may be used to perform an indirect operation to correlate auxiliary business information (e.g., using the CALLID or UCID in SIP signaling to resolve the agent'"'"'s phone extension and thereby access auxiliary business information.)

Claims

1. A method for centrally recording voice transactions and correlated business information in a phone system for a call center, the method comprising:

communicating calls to/from the call center using a gateway,

routing the calls to/from at least one communication device using a private branch exchange (PBX) connected to the gateway via an SIP trunk, the PBX also connected to at least one communication device;

intercepting, from the calls communicated on the SIP trunk, voice transactions and SIP signaling information;

receiving interaction information from the communication devices, wherein the interaction information from a particular communication device corresponds to a user'"'"'s interaction with the particular communication device;

recording the voice transactions on a recorder;

receiving, at the recorder, business information;

correlating the recorded voice transactions with the business information using the received interaction information.

2. The method of claim 1, further comprising:

based on the correlating, tagging the recorded voice transactions for future retrieval and/or replay.

3. The method of claim 1, wherein the recorder comprises:

a plurality of recording devices, and

a recorder controller for controlling the recording devices.

4. The method of claim 3, wherein the recorder controller directs the recording devices to receive the voice transactions on open ports, and to start/stop recording on the open ports.

5. The method of claim 3, wherein the recorder controller (i) oversees an SIP stack, (ii) decides if a particular voice interaction should be recorded based on information in the SIP stack, and (iii) if recording is required, determines which recording device records the particular voice interaction.

6. The method of claim 5, wherein the recorder controller determines which of the recording devices records the particular voice interaction based on load balancing rules.

7. The method of claim 5, wherein the recorder controller determines if recording is required based on a unique identifier corresponding to the particular voice transaction'"'"'s IP address and/or port number.

8. The method of claim 1, wherein the intercepting, from the calls communicated on the SIP trunk, voice transactions and SIP signaling information, comprises:

using a switched port analyzer on the gateway to copy the calls and send the copied calls to a destination port.

9. The method of claim 1, wherein the intercepting, from the calls communicated on the SIP trunk, voice transactions and SIP signaling information, comprises:

configuring the recorder as an SIP endpoint.

10. The method of claim 1, wherein the intercepting, from the calls communicated on the SIP trunk, voice transactions and SIP signaling information, comprises:

configuring the recorder to emulate an SIP phone/trunk.

11. The method of claim 1, wherein the intercepting, from the calls communicated on the SIP trunk, voice transactions and SIP signaling information, comprises:

using an interception NIC to monitor a real time control protocol (RTCP) stream.

12. A system for recording voice transactions and correlated business information from a phone system for a call center, the system comprising:

a gateway that communicates calls to/from the call center, wherein the gateway;

intercepts voice transactions and SIP signaling information from the calls, and

receives interaction information from communication devices communicatively coupled to the gateway, wherein the interaction information from a particular communication device corresponds to a user'"'"'s interaction with the particular communication device; and

a recorder that;

receives the voice transactions, the interaction information, and business information,

records the voice transactions, and

correlates the recorded voice transaction with the business information using the received interaction information.

13. The system according to claim 12, wherein the voice transactions are single streams corresponding to one party of a call.

14. The system according to claim 12, wherein the gateway is located in a branch office of the call center and the recorder is located in a recording center that communicates with the branch office via an IP network, wherein the recording center uses encryption to securely communicate with the branch-office'"'"'s gateway.

15. The system according claim 12, wherein the user'"'"'s interaction with a communication device includes speed of dialing and/or off-hook time.