Systems and methods for endpoint recording using a conference bridge
First Claim
Patent Images
1. A method for recording a communication, comprising the steps of:
- receiving an incoming call from a calling phone;
routing the incoming call to a called phone in a contact center;
transmitting voice communications associated with the incoming call via the calling phone through a conference bridge;
duplicating the voice communications via the conference bridge;
transmitting the duplicated voice communications via the conference bridge; and
recording the duplicated voice communications.
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Abstract
Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmitting voice communications associated with the incoming call via the calling phone through a conference bridge; duplicating the voice communications via the conference bridge; transmitting the duplicated voice communications via the conference bridge; and recording the duplicated voice communications.
120 Citations
20 Claims
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1. A method for recording a communication, comprising the steps of:
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receiving an incoming call from a calling phone;
routing the incoming call to a called phone in a contact center;
transmitting voice communications associated with the incoming call via the calling phone through a conference bridge;
duplicating the voice communications via the conference bridge;
transmitting the duplicated voice communications via the conference bridge; and
recording the duplicated voice communications. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for recording a communication, comprising:
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a calling phone being operative to originate a call;
a called phone being operative to receive an incoming call, the called phone being in a contact center;
a conference bridge being operative to receive voice communications associated with the incoming call between the called phone and the calling phone;
the conference bridge being operative to duplicate and transmit the voice communications over a network; and
a recording device being operative to record the duplicated voice communications. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A system for recording a communication, comprising:
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a calling phone being operative to originate a call;
a called phone being operative to receive an incoming call, the called phone being in a contact center;
a conference bridge being operative to receive voice communications associated with the incoming call between the called phone to the calling phone; and
a soft switch being operative to instruct the conference bridge to duplicate and transmit the voice communications, wherein the conference bridge duplicates the voice communications and transmits the duplicated voice communications over a network; and
a recording device being operative to record the duplicated voice communications. - View Dependent Claims (20)
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Specification