Recording invocation of communication sessions

• US 8,744,064 B1
• Filed: 04/28/2010
• Issued: 06/03/2014
• Est. Priority Date: 09/29/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Calahan, Marc, Williams, Jamie Richard, Dong, Thomas Z.
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US12/769,550
• Time in Patent Office: 1,497 Days
• Field of Search: 37926501-26514, 37926601-2661, 379/201.01, 379/207.02, 379/221.08
• US Class Current: 379/265.06
• CPC Class Codes: H04L 63/0457 wherein the sending and receiving network entities apply dynamic encryption, e.g. stream encryption cryptographic mechanisms or cryptographic arrangements for stream encryption H04L9/065
• CPC Class Codes: H04L 63/0471 applying encryption by an intermediary, e.g. receiving clear information at the intermediary and encrypting the received information at the intermediary before forwarding
• CPC Class Codes: H04L 63/166 at the transport layer
• CPC Class Codes: H04L 63/168 above the transport layer
• CPC Class Codes: H04L 65/65 Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP]
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• 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 3/5183 Call or contact centers with computer-telephony 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

Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.

Claims

1. A method for recording a communication session of a customer center communication system between a customer and an agent, comprising the steps of:

communicating a request by the agent with a proxy server to request services of a customer communication system;

routing a media stream associated with a communication session to the agent using the proxy server in response to the request;

determining whether to record the media stream associated with a communication session;

transmitting instructions from the proxy server to the customer center communication system to duplicate the media stream;

transmitting the duplicated media stream to a recording system in accordance with information associated with call events that is contained in a control protocol associated with the media stream; and

receiving and recording the duplicated media stream associated with the communication session at the recording system.

2. The method as defined in claim 1, further comprising communicating with a third party system via the proxy server, wherein the proxy server allows for request for connection, to file or other resources located on other third party system or the customer center communication system.

3. The method as defined in claim 1, further comprising:

storing data in cache of the proxy server; and

delivering the data from the cache of the proxy server to the customer center communication system and a recording system, whereby accelerating communication traffic between the customer center communication system and the recording system.

4. The method as defined in claim 3, wherein the data includes recording criteria corresponding to the recordation of the media stream.

5. The method as defined in claim 1, further comprising communicating with a first recording subsystem and a second recording subsystem of the recording system by the proxy server, the proxy server being operative to communicate with the first recording subsystem for recording the media stream if the second recording subsystem fails to communicate with the proxy server.

6. The method as defined in claim 5, wherein the first recording subsystem is operative to perform both active recording and passive sniffing.

7. The method as defined in claim 1, further comprising:

encrypting the media stream; and

receiving the encrypted media stream;

decrypting the encrypted media stream; and

recording the decrypted media stream.

8. The method as defined in claim 7, further comprising receiving electronic keys for decrypting the encrypted media stream.

9. The method as defined in claim 8, further comprising forwarding the electronic keys to a recording system, the recording system being operative to decrypt the encrypted media stream using the electronic keys.

10. The method as defined in claim 7, further comprising directing the customer center communication system to send the encrypted media stream to the proxy server, the proxy server being operative to decrypt the encrypted media stream using the electronic keys.

11. A system for recording a communication session of a customer center communication system between a customer and an agent, comprising:

a customer center communication system having a communication device, the communication device being operative to transmit a media stream associated with a communication session between a customer and an agent;

a proxy server being operative to receive a request from the agent, and route the media stream to the agent in response to the request, and to determine whether to duplicate and record the media stream of the communication session; and

a recording system being operative to communicate with the proxy server and recording the duplicated media stream,

wherein the media stream is communicated to the recording system in accordance with information associated with call events that is contained in a control protocol associated with the media stream.

12. The system as defined in claim 11, wherein the proxy server communicates with a third party system, wherein the proxy server allows for request for connection, to file or other resources located on other third party system or the customer center communication system.

13. The system as defined in claim 11, wherein the third party system includes a recording component.

14. The system as defined in claim 11, wherein the data includes recording criteria corresponding to the recordation of the media stream.

15. The system as defined in claim 11, wherein the customer center communication system stores the unique identification in the header of the first media stream and the second media stream.

16. The system as defined in claim 11, wherein the recording system includes a first recording subsystem and a second subsystem, both the first and second recording subsystems being operative to communicate with the proxy server, the proxy server being operative to communicate with the first recording system for recording the media stream if the second recording system fails to communicate with the proxy server.

17. The system as defined in claim 11, wherein the customer center communication system encrypts the media stream, and wherein the proxy server is operative to direct the customer center communication system to send an encrypted media stream to the proxy server, the proxy server being operative to decrypt the encrypted media stream using the electronic keys.

18. The system of claim 11, further comprising:

a workforce manager comprising a scheduler; and

a quality monitor configured to provide, to the scheduler, at least one quality goal for a work period and at least one agent quality score,

wherein the scheduler is configured to produce a workforce schedule comprising agent assignments to work activities, and

wherein the workforce schedule is based at least in part on the at least one quality goal and the at least one agent quality score.

19. The system of claim 18, further comprising a lesson assignment component configured to receive at least one indicator of performance of an agent, and further configured to assign a lesson to the agent based on the at least one indicator.