Systems and methods for monitoring information corresponding to communication sessions

• US 20080080386A1
• Filed: 09/29/2006
• Published: 04/03/2008
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Calahan, Marc, Akers, Lynn Richard
• Granted Patent: US 7,920,482 B2
• Time in Patent Office: Days
• US Class Current: 370/252
• CPC Class Codes: H04L 43/0817 by checking functioning
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Systems and methods for monitoring information corresponding to communication sessions are provided. A representative method includes: receiving information corresponding to the communication session; storing the information in long term storage; extracting a first portion of the information from the long term storage; populating a database with the first portion of the information such that the portion of the information is stored in the database in addition to being stored in the long term storage; determining that additional information corresponding to the communication session is required for use; and extracting an additional portion of the information from the long term storage.

Claims

1. A method for monitoring information corresponding to a communication session, the communication being facilitated by a communication network having network switches, said method comprising:

receiving information corresponding to the communication session, at least some of the information being provided by one of the network switches;

recording all of the information, provided by the communication network, pertaining to the communication session such that the information is stored in long term storage; and

mapping at least some of the information recorded to corresponding data fields in a database such that the at least some of the information is stored in the database in addition to being stored in the long term storage.

2. The method of claim 1, further comprising:

determining that additional information, corresponding to the communication session and other than the information stored in the database, is to be accessed; and

using the information stored in the long term storage to provide the additional information.

3. The method of claim 1, further comprising:

using the information stored in the long term storage as inputs for troubleshooting of a software application used to monitor communications sessions.

4. A method for monitoring information corresponding to a communication session, said method comprising:

receiving information corresponding to the communication session;

storing the information in long term storage;

extracting a first portion of the information from the long term storage;

populating a database with the first portion of the information such that the portion of the information is stored in the database in addition to being stored in the long term storage;

determining that additional information corresponding to the communication session is required for use; and

extracting an additional portion of the information from the long term storage.

5. The method of claim 4, further comprising:

using the stored information as inputs for troubleshooting.

6. The method of claim 5, wherein the troubleshooting involves troubleshooting of a software application used to monitor communications sessions.

7. The method of claim 4, further comprising using the first portion of the information to annotate a recording of an audio component of the communication session.

8. The method of claim 4, wherein:

the information is received from multiple sources; and

the database is modeled to exclude at least some of the information provided from at least one of the multiple sources.

9. The method of claim 8, further comprising:

modifying the database to include additional data fields; and

populating the additional data fields with the additional information.

10. The method of claim 8, further comprising populating a second database with the additional information.

11. The method of claim 4, wherein the information corresponding to the communication session comprises call control information.

12. The method of claim 4, wherein at least some of the communication session is conducted using Internet Protocol packets.

13. A system for monitoring information corresponding to a communication session, the communication being facilitated by a communication network, said system comprising:

a recording system configured to communicate with the communication network, the recording system having a long term storage device and being operative to record an audio component corresponding to the communication session such that the audio component is stored in the long term storage device; and

a data conversion system configured to communicate with the recording system and operative to;

receive information corresponding to the communication session;

map at least a portion of the information to corresponding data fields of a database; and

provide at least a portion of the information in the database to the recording system;

wherein a record of the communication session stored in the long term storage device is annotated with the portion of the information from the database.

14. The system of claim 13, further comprising:

a state tracking system configured to identify events associated with the communication session, the state tracker being configured to communicate information corresponding to events identified to the data conversion system.

15. The system of claim 14, wherein the information corresponding to events comprise:

caller party information, called party information and handling time.

16. The system of claim 13, further comprising:

a search system communicating with the long term storage device and with the database, the search system being operative to access information stored in the long term storage device and in the database responsive to a user input.

17. The system of claim 13, further comprising:

means for accessing information stored in the long term storage device and in the database responsive to a user input.

18. The system of claim 13, wherein the database is stored in the long term storage device.

19. The system of claim 13, further comprising at least one of:

a quality monitoring module, a call recording module, a workforce

management module, a performance management module, an e-learning module, a coaching module, and a speech analytics module.