Systems and methods for endpoint recording using gateways

• US 20070230444A1
• Filed: 09/29/2006
• Published: 10/04/2007
• Est. Priority Date: 03/31/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Dong, Thomas Z., Williams, Jamie Richard, Davies, Andy, George, Nathan, Coleman, Mark Edmund
• Granted Patent: US 8,000,465 B2
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04L 12/66 Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
• CPC Class Codes: H04L 65/1023 Media gateways
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15
• CPC Class Codes: H04M 2203/056 non-invasive testing, i.e. in operation testing without service interruption
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• 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 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

Embodiments of the present invention provide systems and methods for recording media communications an exemplary method is comprised of the following steps: receiving instructions at a gateway to record an incoming call; receiving the incoming call from a calling communication device; determining whether to record the incoming call based on the received instructions; routing the incoming call to a called communication device in a customer center; responsive to the determination to record the incoming call, duplicating the media communications via the gateway; transmitting the duplicated media communications associated with the incoming call via the gateway; and recording the duplicated media communications.

Claims

1. A method for recording a communication session, comprising the steps of:

receiving the incoming call from a calling communication device;

determining whether to record the incoming call based on the received instructions;

routing the incoming call to a called communication device in a customer center;

responsive to the determining that the incoming call is to be recorded, duplicating media communications associated with the incoming call via the gateway;

transmitting the duplicated media communications via the gateway; and

recording the duplicated media communications.

2. The method as defined in claim 1, further comprising transmitting instructions to the gateway to route incoming calls based on customer center policy.

3. The method as defined in claim 2, wherein the instructions are transmitted from one of a soft switch and a recording device.

4. The method as defined in claim 1, further comprising monitoring the incoming calls and invoking duplicate media streaming from the gateways based on the monitored calls.

5. The method as defined in claim 1, further comprising receiving an event stream corresponding to the incoming call and determining whether to record the media communications associated with the incoming call based on business rules of the customer center.

6. The method as defined in claim 1, wherein the step of transmitting the duplicated media communications to a recording device is performed by delivering the media communications to a recording device by issuing a session initiation protocol (SIP) invite to the recording device.

7. The method as defined in claim 1, wherein the step of transmitting the duplicated media communications to a recording device is performed by using a proxy server to distribute the duplicated media communications to a recording device.

8. The method as defined in claim 1, further comprising:

duplicating the media communications from the calling communication device via the gateway; and

transmitting the duplicated media communications from the calling communication device to a recording device using one of a recording device name, an IP address, a SIP address, and a domain name system (DNS) name of the recording device.

9. A system for recording a communication session, comprising:

a gateway operative to receive the incoming call and route the incoming call across a network;

a first communication device operative to receive the incoming call from the gateway, the first communication device being coupled to a customer center, wherein the first communication device transmits media streams associated with the incoming call to a second communication device via the gateway, wherein the gateway duplicates the media streams and transmits the duplicated media streams over the network; and

a recording device operative to record the duplicated media streams.

10. The system as defined in claim 9, further comprising a soft switch operative to instruct the gateway to duplicate and transmit the media streams.

11. The system as defined in claim 10, wherein the recording device is operative to transmit instructions to the soft switch, the soft switch being operative to instruct the gateway to duplicate and transmit the media streams based on the transmitted instructions.

12. The system as defined in claim 11, wherein the recording device monitors the incoming calls and invokes duplicate media streaming from the gateways based on the monitored calls.

13. The system as defined in claim 11, wherein the recording device receives an event stream corresponding to the incoming call and determines whether to record the media streams associated with the incoming call based on business rules of the customer center.

14. The method as defined in claim 9, wherein the gateway transmits the duplicated media streams to the recording device by issuing a session initiation protocol (SIP) invite to the recording device.

15. The method as defined in claim 9, further comprising a proxy server that receives the media streams associated with the incoming call and distributes the duplicated media streams to the recording device.

16. The system as defined in claim 9, further comprising:

means for duplicating the media streams from the second communication device via the first communication device; and

means for transmitting the duplicated media streams from the first communication device to the recording device using one of a recording device name, an IP address, a SIP address, and a domain name system (DNS) name of the recording device.

17. The system as defined in claim 10, wherein the second communication device is located at a customer center or at a customer premises.

18. A system for recording a communication session, comprising:

a called phone operative to receive the incoming call, the called phone coupled to a customer center, the called phone being operative to transmit voice communications associated with the incoming call to a calling phone;

a gateway operative to receive the voice communications associated with the incoming call, the gateway being operative to duplicate and transmit the voice communications over a network;

a soft switch operative to instruct the gateway to duplicate and transmit the voice communications; and

a recording device operative to record the duplicated voice communications.

19. The system as defined in claim 18, wherein the recording device is operative to transmit instructions to the soft switch to facilitate recording of the voice communications.

20. The system as defined in claim 19, wherein the recording device monitors the incoming calls and invokes duplicate media streaming from the gateways based on the monitored calls.