Communication management system for network-based telephones
DC CAFCFirst 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
27 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 system to manage communications over a communications network that includes an exchange, the system comprising:
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a monitoring device configured to connect the system to the communications network and to receive data packets from the communications network; an analysis module configured to receive an identifier tagged onto the data packets so as to identify the data packets, such that the identified data packets form at least a portion of the traffic stream and that data packets are selected data packets; a recorder configured to receive the selected data packets and to store the selected data packets, such that the selected data packets are stored data packets; a data store configured to receive and to store the stored data packets from the recorder, such that said at least a portion of the traffic stream is stored; a link between the exchange and the recorder configured to transfer information related to the data packets from the exchange to the recorder. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25)
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26. A method for storing at least a portion of a network-based communications being performed on a network between a packet source and a packet destination, the method comprising the steps of:
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receiving data packets on the network at a switch; processing each of the received data packets at a data analysis engine based upon data included within the data packets; identifying an audio or video traffic stream at the data analysis engine to which the data packets belong responsive to the processing of the data packets and the data included within the data packets; and storing at least a portion of the data packets corresponding with a traffic stream on the network in a storage device.
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27. A method for storing at least a portion of an interaction occurring over a network between a packet source and a packet destination, the method comprising the steps of:
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receiving data packets from the network at a switch, the data packets containing at least the portion of the interaction comprising one or more of audio data or video data; communicating the data packets to a data analysis engine; identifying, at the data analysis engine, an interaction to which the data packets belong responsive to information included within the data packets; and storing at least a portion of the interaction contained within the data packets in a storage device.
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Specification