Systems and methods for endpoint recording using a conference bridge

• US 7,680,264 B2
• Filed: 03/31/2006
• Issued: 03/16/2010
• Est. Priority Date: 03/31/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Williams, Jamie, Dong, Thomas Z.
• Primary Examiner(s): Hong; Harry S
• Application Number:
  US11/395,350
• Publication Number:
  US 20070263787A1
• Time in Patent Office: 1,446 Days
• Field of Search: 379/67.1, 379/112.01, 37926501-26514, 709/204
• US Class Current: 379/266.1
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmitting voice communications associated with the incoming call via the calling phone through a conference bridge; duplicating the voice communications via the conference bridge; transmitting the duplicated voice communications via the conference bridge; and recording the duplicated voice communications.

Claims

1. A method for recording a communication, comprising the steps of:

receiving an incoming call from a calling phone;

routing the incoming call to a called phone in a contact center;

transmitting voice communications associated with the incoming call via the calling phone through a conference bridge;

duplicating the voice communications via the conference bridge;

selecting one of a plurality of recording devices to record the duplicated voice communications;

transmitting the duplicated voice communications via the conference bridge to the selected recording device; and

recording the duplicated voice communications at the selected recording device.

2. The method as defined in claim 1, further comprising instructing the conference bridge to duplicate and transmit the voice communications.

3. The method as defined in claim 2, where in the instructions are transmitted from one of a soft switch and a recording device.

4. The method as defined in claim 1, wherein the calling phone is located in the contact center.

5. The method as defined in claim 4, further comprising transmitting voice communication via the conference bridge from the called phone to the customer phone using the IP address of the calling phone.

6. The method as defined in claim 1, wherein the step of transmitting the duplicated voice communication to the selected recording device is performed by the conference bridge using an IP address and a port of the selected recording device.

7. The method as defined in claim 1, further comprising transmitting voice communication via the conference bridge from the calling phone to the called phone using an IP address of the called phone.

8. The method as defined in claim 7, further comprising receiving voice communication via the conference bridge from the called phone from the calling phone.

9. The method as defined in claim 6, further comprising:

duplicating the voice communication between the calling phone and the conference bridge; and

transmitting the duplicated voice communication from the calling phone to the selected recording device using an IP address of the selected recording device to be recorded.

10. A system for recording a communication, comprising:

a calling phone being operative to originate a call;

a called phone being operative to receive an incoming call, the called phone being in a contact center; and

a conference bridge being operative to receive voice communications associated with the incoming call between the called phone and the calling phone;

the conference bridge being operative to;

duplicate the voice communications via the conference bridge;

select one of a plurality of recording devices to record the duplicated voice communications; and

transmit the duplicated voice communications over a network to the selected recording device.

11. The system as defined in claim 10, further comprising a soft switch being operative to instruct the conference bridge to duplicate and transmit the voice communications.

12. The system as defined in claim 11, wherein the selected recording device is operative to transmit instructions to the soft switch, the soft switch being operative to instruct the conference bridge to duplicate and transmit the voice communications based on the transmitted instructions.

13. The system as defined in claim 11, wherein the conference bridge transmits Internet Protocol (IP) addresses of the calling phone to the called phone using an IP address of the called phone.

14. The system as defined in claim 13, wherein the conference bridge transmit voice communication to the calling phone using the IP address of the calling phone.

15. The system as defined in claim 10, wherein the conference bridge transmits the duplicated voice communication to the selected recording device using an IP address of the selected recording device.

16. The system as defined in claim 10, wherein the conference bridge transmits voice communication to the called phone using an IP address of the called phone.

17. The system as defined in claim 16, wherein the conference bridge receives voice communication from the calling phone.

18. The system as defined in claim 17, further comprising:

means for duplicating the voice communication between the calling phone and the conference bridge; and

means for transmitting the duplicated voice communication from the calling phone to the selected recording device using an IP address of the recording device to be recorded.

19. A system for recording a communication, comprising:

a calling phone being operative to originate a call;

a called phone being operative to receive an incoming call, the called phone being in a contact center;

a conference bridge being operative to receive voice communications associated with the incoming call between the called phone to the calling phone;

a plurality of recording devices operable to record duplicated voice communications; and

a soft switch being operative to instruct the conference bridge to duplicate and transmit the voice communications, wherein the conference bridge duplicates the voice communications, select one of the plurality of recording devices, and transmits the duplicated voice communications over a network to the selected recording device.

20. The system as defined in claim 19, wherein the selected recording device is operative to transmit instructions to the soft switch, the soft switch being operative to instruct the conference bridge to duplicate and transmit the voice communications based on the transmitted instructions.