Routine communication sessions for recording
First Claim
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1. A method for recording a communication session between a customer and an agent, comprising the steps of:
- routing by a customer center communication system a media stream associated with a communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies;
determining whether to record the media stream associated with the communication session based on the information corresponding to the routing criteria;
transmitting instructions to the customer center communication system to duplicate the media stream and transmit the duplicated media stream to a recording system;
receiving and recording the received duplicated media stream associated with the communication session, wherein receiving and recording the media stream is achieved by the recording system; and
wherein the routing criteria include (a) redirecting the media stream to proxy servers based on the network topology or the recording load, (b) rejecting the media stream if a hybrid recording mode is configured on the recording system and the recording system is already recording the media stream via a passive method, and (c) rejecting the media stream based on recorder configuration criteria, the criteria including the recorder being over-loaded.
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Abstract
Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.
195 Citations
20 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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routing by a customer center communication system a media stream associated with a communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; determining whether to record the media stream associated with the communication session based on the information corresponding to the routing criteria; transmitting instructions to the customer center communication system to duplicate the media stream and transmit the duplicated media stream to a recording system; receiving and recording the received duplicated media stream associated with the communication session, wherein receiving and recording the media stream is achieved by the recording system; and wherein the routing criteria include (a) redirecting the media stream to proxy servers based on the network topology or the recording load, (b) rejecting the media stream if a hybrid recording mode is configured on the recording system and the recording system is already recording the media stream via a passive method, and (c) rejecting the media stream based on recorder configuration criteria, the criteria including the recorder being over-loaded. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. 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 route a media stream associated with a communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; a proxy server being operative to determine whether to record the media stream, responsive to the determination, the proxy server being operative to transmit instructions to the customer center communication system to duplicate the media stream and transmit the duplicated media stream over the network; a recording system being operative to receive the media stream over the network and record the received media stream; and wherein the routing criteria include (a) redirecting the media stream to proxy servers based on the network topology or the recording load, (b) rejecting the media stream if a hybrid recording mode is configured on the recording system and the recording system is already recording the media stream via a passive method, and (c) rejecting the media stream based on recorder configuration criteria, the criteria including the recorder being over-loaded. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. 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 route a media stream associated with a communication session over a network based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; a proxy server being operative to receive the media stream based on the information corresponding to the routing criteria and determine whether to record the media stream, responsive to the determination, the proxy server being operative to transmit instructions to the customer center communication system to duplicate the media stream and transmit the duplicated media stream over the network; a recording system being operative to receive and record the duplicated media stream over the network; and wherein the routing criteria include (a) redirecting the media stream to proxy servers based on the network topology or the recording load, (b) rejecting the media stream if a hybrid recording mode is configured on the recording system and the recording system is already recording the media stream via a passive method, and (c) rejecting the media stream based on recorder configuration criteria, the criteria including the recorder being over-loaded.
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Specification