Systems and Methods for Replaying Recorded Data

• US 20080137814A1
• Filed: 07/31/2007
• Published: 06/12/2008
• Est. Priority Date: 12/07/2006
• Status: Abandoned Application

• Current Assignee: Verint Systems Incorporated
• Original Assignee: Verint Systems Incorporated
• Inventors: Williams, Jamie Richard, Calahan, Marc, Barnes, Robert John
• Application Number:
  US11/831,634
• Publication Number:
  US 20080137814A1
• Time in Patent Office: Days
• US Class Current: 379/67.1
• CPC Class Codes: H04M 1/247 Telephone sets including user guidance or feature selection means facilitating their use user interfaces specially adapted for cordless or mobile telephones H04M1/724
• CPC Class Codes: H04M 1/2535 adapted for voice communication over an Internet Protocol [IP] network Voice over Internet Protocol (VoIP) network equipment and services H04M7/006; implementation or adaptation of Internet protocol [IP], of transmission control protocol [TCP] or of user datagram protocol [UDP] H04L69/16
• CPC Class Codes: H04M 1/656 for recording conversations
• CPC Class Codes: H04M 2203/305 Recording playback features, e.g. increased speed
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656

Abstract

It should be emphasized that the above Systems and methods for replaying recorded data are provided. An exemplary embodiment of such a system comprises: at least one of a phone and a computing device being configured to instruct a recording system to replay recorded data; and a recording system being configured to communicate with the at least one of the phone and the computing device, the recording system being further configured to facilitate establishing a first session to replay the recorded data, the recording system being further configured to replay the recorded data to the at least one of the phone and the computing device using the established first session.

Claims

1. A method for replaying recorded data, comprising the steps of:

instructing a recording system to replay recorded data to at least one of a phone and a computing device;

establishing a first session to replay the recorded data over a network, the first session including an electrical connection to facilitate communication between the recording system and the at least one of the phone and the computing device; and

replaying by the recording system the recorded data to the at least one of the phone and the computing device using the established first session.

2. The method as defined in claim 1, wherein the first session is configured to facilitate communication between the recording system and the at least one of the phone and the computing device using at least one of a session initiation protocol (SIP), real-time transport protocol (RTP) and Pseudowire Emulation Edge to Edge (PWE3) protocol.

3. The method as defined in claim 1, wherein the recorded data includes media data and meta data associated with the recorded data, the media data including at least one of audio, text, and video, the meta data including at least one of automatic number identification (ANI), dialed number identification service, and called party information.

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

receiving security information to facilitate a user logging into a customer center'"'"'s network.

5. The method as defined in claim 1, further comprising transmitting request information to search or replay the data recorded at the recording system.

6. The method as defined in claim 5, further comprising storing the request information so that a user can audit specific search request and replay request.

7. The method as defined in claim 5, further comprising determining whether the at least one of the phone and the computing device is authorized to search or replay the recorded data based on the request information.

8. The method as defined in claim 7, further comprising responsive to determining that the at least one of the phone and the computing device is authorized, searching the data recorded at the recording system using at least one of the established first session, a second session, a proprietary protocol, and a webserver.

9. The method as defined in claim 8, wherein searching the data recorded at the recording system uses at least one of a session initiation protocol (SIP), real-time transport protocol (RTP) and Pseudowire Emulation Edge to Edge (PWE3) protocol.

10. The method as defined in claim 9, wherein searching the data recorded at the recording system uses the SIP between the recording system and at least one of a switch, gateway, computer telephony integration, and application server, and replaying the recorded data uses the PWE3 between the at least one of the phone and the computing device and the at least one of the switch, gateway, computer telephony integration, and application server.

11. The method as defined in claim 1, further comprising instructing the recording system to perform at least one of forwarding, rewinding, and pausing the replay of recorded data using at least one of the established first session, a second session, a proprietary protocol, and a webserver.

12. The method as defined in claim 1, wherein replaying the recorded data comprises:

encrypting the recorded data by the recording system; and

decrypting the recorded data by the at least one of the phone and the computing device.

13. The method as defined in claim 1, further comprising instructing the at least one of the phone and the computing device not to record or store the replayed data on local memory.

14. A system for replaying recorded data comprising:

at least one of a phone and a computing device being configured to instruct a recording system to replay recorded data; and

a recording system being configured to communicate with the at least one of the phone and the computing device, the recording system being further configured to facilitate establishing a session to replay the recorded data, the recording system being further configured to replay the recorded data to the at least one of the phone and the computing device using the established session.

15. The system as defined in claim 14, wherein the at least one of the phone and the computing device is configured to receive security information to log into the at least one of the phone and the computing device and log a user into the at least one of the phone and the computing device based on the received security information.

16. The system as defined in claim 14, wherein the at least one of the phone and the computing device is configured to transmit request information to search or replay the recorded data at the recording system.

17. The system as defined in claim 16, wherein the recording system is further configured to determine whether the at least one of the phone and the computing device is authorized to search or replay the recorded data based on the request information.

18. The system as defined in claim 17, wherein responsive to determining that the at least one of the phone and the computing device is authorized, the recording system is further configured to facilitate establishing a second session to search the data recorded at the recording system.

19. The system as defined in claim 18, wherein the at least one of the phone and the computing device is further configured to instruct the recording system to perform at least one of forwarding, rewinding, and pausing the replay of recorded data using the second session.

20. The system as defined in claim 19, wherein the recording system is further configured to encrypt the recorded data.

21. The system as defined in claim 20, wherein the at least one of the phone and the computing device is further configured to decrypt the encrypted recorded data for replaying the recorded data.

22. The system as defined in claim 14, wherein the at least one of the phone and the computing device is further configured to not record or store the replayed data on local memory.

23. The system as defined in claim 14, further comprising at least one of a switch, gateway, computer telephony integration and application server that is configured to receive information from at least one of the phone, the computing device and the recording system, and perform at least one of network address translation (NAT), session and media routing, and transcoding between the at least one of the phone and the computing device and the recording system.

24. A system for replaying recorded data comprising:

at least one of a switch, application server, computer telephony integration, and gateway configured to transmit request information to search or replay the data recorded at the recording system; and

a recording system configured to communicate with the at least one of the switch, the application server, the computer telephony integration, and the gateway, the recording system being further configured to facilitate establishing a session to replay the recorded data to at least one of a phone and a computing device.

25. The system as defined in claim 24, wherein the at least one of the switch, the application server, the computer telephony integration, and the gateway is further configured to facilitate establishing a second session to search the data recorded at the recording system.

26. The system as defined in claim 24, wherein the at least one of the phone and the computing device is further configured to instruct the recording system to perform at least one of forwarding, rewinding, and pausing the replay of recorded data using at least one of the established first session, a second session, a proprietary protocol, and a webserver.

27. The system as defined in claim 24, wherein the recording system is further configured to encrypt the recorded data and transmit the encrypted recorded data, and the at least one of the phone and the computing device is further configured to receive and decrypt the encrypted recorded data for replaying the recorded data.

28. The system as defined in claim 24, wherein the at least one of the phone and the computing device is further configured to not record or store the replayed data on local memory.