Desktop recording architecture for recording call sessions over a telephony network

• US 8,396,192 B2
• Filed: 03/03/2010
• Issued: 03/12/2013
• Est. Priority Date: 03/03/2010
• Status: Active Grant

• Current Assignee: Calabrio
• Original Assignee: Calabrio
• Inventors: Martin, James Paul II, Maciej, Mike
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US12/716,810
• Publication Number:
  US 20110216896A1
• Time in Patent Office: 1,105 Days
• Field of Search: 379/265.06, 379/265.09, 370/352
• US Class Current: 379/85
• CPC Class Codes: H04M 1/656 for recording conversations
• CPC Class Codes: H04M 2203/30 related to audio recordings in general
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656

Abstract

Systems and methods for recording call sessions over a telephony network using a desktop recording architecture are disclosed. An illustrative system for recording call sessions over a telephony network includes one or more user telephone stations equipped with a telephone and computer desktop, and one or more additional record services or record servers. A desktop recording service associated with the computer desktop is configured to operate as either a primary or secondary recording service for recording inbound or outbound calls conducted over the user telephone station.

Claims

1. A system for recording call sessions over a telephony network, the system comprising:

one or more user telephone stations, at least one of the user telephone stations including a telephone and computer desktop, the computer desktop including a desktop recording service configured for recording call sessions conducted over the telephone;

one or more additional record services or record servers configured for recording call sessions conducted over the telephone;

a means for directing call sessions from a caller to the at least one user telephone station;

a means for monitoring the health or status of the desktop recording service and the one or more record services or record servers during an active call session; and

a means for communicating a call status of the call session to the desktop record service and the one or more additional record services or record servers for capturing and preserving a recording of the active call session.

2. The system of claim 1, wherein the desktop recording service is configured to operate as either a primary or secondary recording service.

3. The system of claim 1, wherein the desktop recording service is configured to operate as a primary recording service for recording a call session, and wherein the one or more addition record services or record servers are configured to record the call session in response to an event from said monitoring means.

4. The system of claim 1, wherein the desktop recording service is configured to operate as a primary recording service for recording the call session, and wherein the one or more additional record services or record servers are configured to simultaneously record the call session with the desktop recording service.

5. The system of claim 1, wherein the one or more additional record services or record servers are each configured to operate as a primary recording service for recording the call session, and wherein the desktop recording service is configured to simultaneously record the call session with the one or more additional record services or record servers.

6. The system of claim 1, wherein the one or more additional record services or record servers are each configured to operate as a primary recording service for recording the call session, and wherein the desktop recording service is configured to record the call session in response to an event from said monitoring means.

7. The system of claim 1, wherein the desktop recording service comprises a recording device.

8. The system of claim 1, wherein the desktop recording service is configured to receive call session data from the telephone and write the call session data to the desktop recording service.

9. The system of claim 1, further including a recording device coupled to the desktop recording service.

10. The system of claim 9, wherein the desktop recording service is configured to receive call session data from the telephone and write the call session data to the recording device.

11. The system of claim 1, wherein the telephone is a stand-alone device coupled to the computer desktop.

12. The system of claim 1, wherein the telephone is a soft phone operable on the computer desktop.

13. The system of claim 1, wherein the desktop recording service comprises a computer software program operable on the computer desktop.

14. The system of claim 1, wherein said means for monitoring the health or status of the desktop recording service and the one or more additional record services or record servers includes a computer telephone interface (CTI) proxy service.

15. A method of recording call sessions over a telephony network, the telephony network including at least one user telephone station including a telephone and computer desktop, the method comprising:

configuring the computer desktop for operating as a desktop recording service for recording call sessions;

configuring a server for operating as a record service or record server for recording call sessions;

directing an inbound or outbound call to the at least one user telephone station;

monitoring the health or status of the desktop recording service and the record service or record server; and

receiving call session data associated with the call from the user telephone station and recording the call session data on the desktop recording service.

16. The method of claim 15, wherein the desktop recording service is configured to operate as a primary recording service, and further including transmitting the call session data to the record service or record server for recording the call session in response to an error message received from the desktop recording service.

17. The method of claim 15, wherein the desktop recording service is configured to operate as a secondary recording service, and further including transmitting the call session data to a recording device for recording a backup version of the call session simultaneously with another record service or record server that records the call session data.

18. The method of claim 15, wherein the record service or record server is configured to operate as a secondary recording service, and further including transmitting the call session data to a repository of the record service or record server for recording a backup version of the call session simultaneously with another record service or record server tasked to record the call session.

19. The method of claim 15, wherein receiving call session data from the telephone includes receiving a user voice data stream and at least one additional voice data stream.

20. The method of claim 19, wherein receiving call session data from the telephone further includes additional call session data.

21. The method of claim 20, wherein said additional call session data includes video and/or screen data.

22. A method of recording call sessions over a telephony network, the telephony network including one or more record services or record servers and one or more user telephone stations each including a telephone and computer desktop, the method comprising:

receiving a request to record an inbound or outbound call session between two or more parties;

assigning the recording of the call session to a desktop recording service associated with a telephone for handling the call session;

assigning one or more record services or record servers to record the call session;

prompting the telephone to transmit voice data or sniffing voice data by the desktop recording service and recording the voice data on the desktop recording service or another device in communication with the desktop recording service;

monitoring the health or status of the desktop recording service during the recording of the call session; and

transmitting the voice data to the record service or record server.

23. The method of claim 22, wherein the voice data is transmitted to the record service or record server after the recording of the call session by the desktop recording service.

24. The method of claim 22, wherein the voice data is transmitted to the record service or record server simultaneously with the recording of the voice data by the desktop recording service.

25. A method of recording call sessions over a telephony network, the telephony network including at least one user telephone station including a telephone and computer desktop, the method comprising:

configuring the computer desktop for operating as a desktop recording service for recording call sessions, wherein the desktop recording service is configured to operate as a secondary recording service;

configuring a server for operating as a record service or record server for recording call sessions;

directing an inbound or outbound call to the at least one user telephone station;

receiving call session data associated with the call from the user telephone station and recording the call session data on the desktop recording service; and

transmitting the call session data to a recording device for recording a backup version of the call session simultaneously with another record service or record server that records the call session data.

26. A method of recording call sessions over a telephony network, the telephony network including at least one user telephone station including a telephone and computer desktop, the method comprising:

configuring the computer desktop for operating as a desktop recording service for recording call sessions;

configuring a server for operating as a record service or record server for recording call sessions;

directing an inbound or outbound call to the at least one user telephone station; and

receiving call session data associated with the call from the user telephone station and recording the call session data on the desktop recording service, wherein receiving call session data from the telephone includes receiving a user voice data stream and at least one additional voice data stream.

27. The method of claim 26, wherein receiving call session data from the telephone further includes additional call session data.

28. The method of claim 27, wherein said additional call session data includes video and/or screen data.