Voice-Over-IP Call Recording in Call Centers
First Claim
1. A method comprising:
- receiving a signal that is part of a call; and
selecting one of a plurality of data-processing systems to generate a recording of said call based on what type of compression is employed for said call.
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Accused Products
Abstract
An apparatus and methods are disclosed for recording calls in a Voice over Internet Protocol (VoIP)-based call center. In accordance with the illustrative embodiment, one of a plurality of data-processing systems in the call center is selected for each call to decompress and decrypt the call'"'"'s media stream(s). The selection criteria include the type of compression algorithm, the type of encryption scheme, the processing capabilities of the data-processing systems, the current processing load of the data-processing systems, and the available communication bandwidth into and out of the data-processing systems. The selected data-processing system is subsequently incorporated into the call path between the calling SIP endpoint and the call center SIP endpoint, if necessary, and for the duration of the call decompresses/decrypts the media stream(s), generates a copy of the decompressed/decrypted stream(s), and transmits the copied stream(s) to a recording device in the call center.
86 Citations
20 Claims
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1. A method comprising:
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receiving a signal that is part of a call; and selecting one of a plurality of data-processing systems to generate a recording of said call based on what type of compression is employed for said call. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method comprising:
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receiving a signal that is part of a call; and selecting one of a plurality of data-processing systems to generate a recording of said call based on what type of encryption is employed for said call. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A method comprising:
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transmitting from a first data-processing system a first message to a first endpoint and a second message to a second endpoint, wherein said first data-processing system is along an existing path of a call from said first endpoint to said second endpoint, and wherein said first message re-directs subsequent messages that are sent by said first endpoint and directed to said second endpoint to a second data-processing system instead, and wherein said second message re-directs subsequent messages that are sent by said second endpoint to said first endpoint to said second data-processing system instead; generating at said second data-processing system a recording of said subsequent messages that are sent by said first endpoint and said subsequent messages that are sent by said second endpoint; forwarding said subsequent messages that are sent by said first endpoint to said second endpoint; and forwarding said subsequent messages that are sent by said second endpoint to said first endpoint. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification