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Routine communication sessions for recording

  • US 7,570,755 B2
  • Filed: 09/29/2006
  • Issued: 08/04/2009
  • Est. Priority Date: 09/29/2006
  • Status: Active Grant
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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