Recording invocation of communication sessions
First Claim
Patent Images
1. A method for recording a communication session between a customer and an agent, comprising the steps of:
- configuring a communication component of a customer center communication system to enable recording of a media stream associated with a communication session;
transmitting the media stream over a network based on the configuration of the communication component;
receiving the media stream over the network; and
recording the received media stream.
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Abstract
Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.
140 Citations
23 Claims
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1. A method for recording a communication session between a customer and an agent, comprising the steps of:
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configuring a communication component of a customer center communication system to enable recording of a media stream associated with a communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for recording a communication session between a customer and an agent, comprising:
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a customer center communication system having a communication component, the communication component being operative to be configured to enable recording of a media stream associated with a communication session, the communication component being further operative to transmit the media stream over a network based on the configuration of the communication component; and a recording system being operative to receive and record the media stream over the network. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A system for recording a communication session between a customer and an agent, comprising:
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a customer center communication system having a communication component, the communication component being operative to be configured to enable recording of a media stream associated with a communication session, the communication component being further operative to transmit the media stream over a network based on the configuration of the communication component; a proxy server operative to determine whether to record the media stream based on the configuration of the communication component, the proxy server being further operative to transmit instructions to the customer center communication system to duplicate the media stream and transmit the duplicated media stream over the network; and a recording system being operative to receive and record the duplicated media stream over the network.
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Specification