System and method to acquire audio data packets for recording and analysis
First Claim
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1. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:
- a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;
a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;
a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;
a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;
a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and
a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system.
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Abstract
A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording the occurrence of the identified parameter, a device for identifying the traffic stream associated with the identified parameter, a device for analyzing the recorded data relating to the occurrence, and a device, responsive to the analysis of the recorded data, for controlling the handling of communications traffic within the apparatus.
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Citations
46 Claims
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1. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:
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a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;
a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;
a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;
a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;
a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and
a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A method for recording audio data packets, comprising:
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monitoring audio data packets received at a switch associated with a call center, the audio data packets being transmitted over a compputer network and comprising packet headers and packet bodies;
examining data within the audio data packets by using a processor that is communicatively connected to the switch to identify at least one speaker-independent predetermined parameter associated with two-way voice communication; and
storing at least a portion of the audio data packets in a storage device communicatively connected to the prpcessor in accordance with the at least one speaker-independent predetermined parameter. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32)
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33. A system operable to acquire audio data packets for recording and analysis, comprising:
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an audio data recorder operable to acquire data packets associated with a voice interaction transmitted over a computer network to a call center, the audio data packets comprising packet headers and a packet bodies;
an analysis module operable to analyze the data packets by identifying at least one speaker-independent predetermined parameter associated with two-way voice communication; and
a storage module operable to store at least a portion of the audio data packets in accordance with the at least one speaker-independent predetermined parameter. - View Dependent Claims (34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46)
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Specification