IPC분류정보
| 국가/구분 |
United States(US) Patent
등록
|
| 국제특허분류(IPC7판) |
|
| 출원번호 |
US-0967029
(2010-12-13)
|
| 등록번호 |
US-8976954
(2015-03-10)
|
|
발명자
/ 주소 |
- Williams, Jamie Richard
- Calahan, Marc
- Dong, Thomas Z.
|
| 출원인 / 주소 |
|
| 대리인 / 주소 |
|
| 인용정보 |
피인용 횟수 :
10 인용 특허 :
154 |
초록
▼
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 o
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.
대표청구항
▼
1. A system for providing failover recording of a communication session between a calling party and an agent of a contact center, comprising: a proxy server associated with a call manager configured to enable recording of a media stream associated with a communication session, the call manager being
1. A system for providing failover recording of a communication session between a calling party and an agent of a contact center, comprising: a proxy server associated with a call manager configured to enable recording of a media stream associated with a communication session, the call manager being further operative to transmit instructions to a communication component to duplicate the media stream and transmit the duplicate media stream over the network; anda first recorder operative to receive the duplicate media stream from the network and to record the duplicate media stream, the first recorder being selected from a plurality of recorders,wherein the call manager determines whether the first recorder has failed using one of a call control protocol or a heartbeat signal,wherein the call manager communicates with a second recorder selected from the plurality of recorders to record the duplicate media stream if the first recorder fails, andwherein a message is sent by the call manager to the communication component to transmit the duplicate media stream to the second recorder if the first recorder has failed, and wherein the call manager establishes dialogs for the recording of the duplicate media stream using a Session Initiation Protocol (SIP) call control protocol. 2. The system of claim 1, wherein the message is a capability update that changes transmitting of the duplicate media stream from the first recorder to the second recorder. 3. The system of claim 1, wherein the call manager sends a redirect message to the communication component. 4. The system of claim 1, wherein the SIP call control protocol sets up the communication of the duplicate media stream from the communication component to the first recorder. 5. The system of claim 4, wherein the message from the call manager references an existing call dialog. 6. The system of claim 4, wherein the message is an SIP reINVITE message. 7. The system of claim 1, wherein the communication session is a continuous session, and wherein the message is communicated during the continuous session such that the second recorder continues recording of the duplicate media stream. 8. A method for providing failover recording of a communication session between a calling party and an agent of a contact center, comprising: providing a proxy server associated with a call manager that enables recording of a media stream associated with a communication session, the call manager being further operative to transmit instructions to a communication component to duplicate the media stream and transmit the duplicate media stream over the network;receiving the duplicate media stream from the network at a first recorder to record the duplicate media stream, the first recorder being selected from a plurality of recorders;determining, at the call manager, if the first recorder has failed using one of a call control protocol or a heartbeat signal;establishing, by the call manager, dialogs for the recording of the duplicate media stream using a Session Initiation Protocol (SIP) call control protocol; andsending a message from the call manager to the communication component to transmit the duplicate media stream to a second recorder selected from the plurality of recorders that continues to record the duplicate media stream. 9. The method of claim 8, further comprising communicating a change from the first recorder to the second recorder as a capability update message. 10. The method of claim 8, further comprising sending a redirect message to the communication component. 11. The method of claim 8, further comprising: setting up the communication of the duplicate media stream from the communication component to the first recorder using the SIP call control protocol. 12. The method of claim 11, further comprising referencing an existing call dialog in the message. 13. The method of claim 12, wherein the message is an SIP reINVITE message. 14. The method of claim 8, wherein the communication session is a continuous session, and wherein the message is communicated during the continuous session such that the second recorder continues recording of the duplicate media stream. 15. A method for providing failover recording of a communication session between a calling party and an agent of a contact center, comprising: providing a proxy server that enables recording of a media stream associated with a communication session, the proxy server being further operative to transmit instructions to a communication component to duplicate the media stream and transmit the duplicate media stream over the network to a first recorder, the first recorder being selected from a plurality of recorders;determining, at proxy server, if the first recorder has failed using one of a call control protocol or a heartbeat signal; andsending a Session Initiation Protocol (SIP) call control protocol message from the proxy server to the communication component to transmit the duplicate media stream to a second recorder selected from the plurality of recorders when it is determined that the first recorder has failed. 16. The method of claim 15, wherein the SIP control protocol message is a capability update. 17. The method of claim 15, wherein the SIP control protocol message is a redirect message. 18. The method of claim 15, wherein the SIP control protocol message references an existing call dialog. 19. The method of claim 15, wherein the wherein the SIP control protocol message is an SIP reINVITE message. 20. The method of claim 15, wherein the SIP control protocol message further comprises at least one of H323, media gateway control protocol (MGCP), or skinny client control protocol (SCCP).
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