[미국특허]
Systems and methods for endpoint recording using a media application server
원문보기
IPC분류정보
국가/구분
United States(US) Patent
등록
국제특허분류(IPC7판)
H04L-012/28
H04M-003/42
H04L-012/761
출원번호
US-0281310
(2014-05-19)
등록번호
US-9584656
(2017-02-28)
발명자
/ 주소
Williams, Jamie Richard
Dong, Thomas Z.
출원인 / 주소
VERINT AMERICAS INC.
대리인 / 주소
Meunier Carlin & Curfman
인용정보
피인용 횟수 :
0인용 특허 :
166
초록▼
Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming communication from a first communication device; routing the incoming communication to a second communication device in a call center;
Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming communication from a first communication device; routing the incoming communication to a second communication device in a call center; transmitting media communications associated with the incoming media communication between the first communication device and the second communication device through a media application server; duplicating the media communications via the media application server; transmitting the duplicated media communications via the media application server; and recording the duplicated media communications.
대표청구항▼
1. A computer implemented method for recording a communication, comprising the steps of: receiving at a media application server an incoming Internet Protocol (IP) media communication originating from an IP communication device;upon receiving the IP media communication, routing and then transmitting
1. A computer implemented method for recording a communication, comprising the steps of: receiving at a media application server an incoming Internet Protocol (IP) media communication originating from an IP communication device;upon receiving the IP media communication, routing and then transmitting the received incoming IP media communication to a communication device in a contact center;upon the transmitting, duplicating the received incoming IP media communication via the media application server; andupon the transmitting of the received incoming IP media communication to the communication device: selecting a recording device via the media application server, transmitting the duplicated media communication via the media application server to the selected recording device while the IP media communication is on-going, and recording the duplicated media communication at the selected recording device. 2. The computer implemented method as defined in claim 1, further comprising transmitting a media communication from the communication device in the contact center to the IP communication device using the IP address of the IP communication device. 3. The computer implemented method as defined in claim 2, wherein the IP communication device is a customer phone configured to send a media communication via IP. 4. The computer implemented method as defined in claim 1, wherein the step of transmitting the duplicated media communication to the selected recording device is performed using an IP address and a port of the selected recording device. 5. The computer implemented method as defined in claim 1, further comprising transmitting a media communication to the communication device in the contact center using an IP address of the communication device in the contact center. 6. The computer implemented method as defined in claim 5, further comprising receiving the media communication from the communication device in the contact center. 7. The computer implemented method as defined in claim 6, further comprising: duplicating the media communication; andtransmitting the duplicated media communication to the selected recording device using an IP address of the selected recording device to be recorded. 8. A computer system configured for recording a communication comprising: a processing unit; anda memory communicatively connected to the processing unit that stores computer-executable instructions that, when executed by the processing unit, cause the computer to: receive an incoming Internet Protocol (IP) media communication originating from an IP communication device;upon receiving the IP media communication, route and then transmit the received incoming IP media communication to a communication device in a contact center;upon the transmitting, duplicate the received incoming IP media communication;andupon the transmitting of the received incoming IP media communication to the communication device: select a recording device via the media application server, transmit the duplicated media communication via the media application server to the selected recording device over an IP network while the IP media communication is on-going, and record the duplicated media communication at the selected recording device. 9. The computer of claim 8, wherein the memory stores further computer-executable instructions that, when executed by the processing unit, cause the computer to transmit a media communication from the communication device in the contact center to the IP communication device using the IP address of the IP communication device. 10. The computer of claim 9, wherein the IP communication device is a customer phone configured to send a media communication via IP. 11. The computer of claim 8, wherein transmitting the duplicated media communication to the selected recording device is performed using an IP address and a port of the selected recording device. 12. The computer of claim 8, wherein the memory stores further computer-executable instructions that, when executed by the processing unit, cause the computer to transmit a media communication to the communication device in the contact center using an IP address of the communication device in the contact center. 13. The computer of claim 12, wherein the memory stores further computer-executable instructions that, when executed by the processing unit, cause the computer to receive the media communication from the communication device in the contact center. 14. The computer of claim 13, wherein the memory stores further computer-executable instructions that, when executed by the processing unit, cause the computer to: duplicate the media communication; andtransmit the duplicated media communication to the selected recording device using an IP address of the selected recording device to be recorded. 15. A non-transitory computer-readable medium residing on a media application server having instructions stored thereon for operating a communication processing system, wherein the instructions, when executed by the communication recording system, direct the communication recording system to: receive at the media application server an incoming Internet Protocol (IP) media communication originating from an IP communication device;upon receiving the IP media communication, route and then transmit the received incoming IP media communication to a communication device in a contact center;upon the transmitting, duplicate the received incoming IP media communication via the media application server; andupon the transmitting of the received incoming IP media communication to the communication device: select a recording device via the media application server, transmit the duplicated media communication via the media application server to the selected recording device over an IP network while the IP media communication is on-going, and record the duplicated media communication at the selected recording device. 16. The non-transitory computer-readable medium of claim 15, having further instructions stored thereon for operating a communication processing system, wherein the instructions, when executed by the communication recording system, direct the communication recording system to transmit a media communication from the communication device in the contact center to the IP communication device using the IP address of the IP communication device. 17. The non-transitory computer-readable medium of claim 16, wherein the IP communication device is a customer phone configured to send a media communication via IP. 18. The non-transitory computer-readable medium of claim 15, wherein transmitting the duplicated media communication to the selected recording device is performed using an IP address and a port of the selected recording device. 19. The non-transitory computer-readable medium of claim 15, having further instructions stored thereon for operating a communication processing system, wherein the instructions, when executed by the communication recording system, direct the communication recording system to transmit a media communication to the communication device in the contact center using an IP address of the communication device in the contact center. 20. The non-transitory computer-readable medium of claim 19, having further instructions stored thereon for operating a communication processing system, wherein the instructions, when executed by the communication recording system, direct the communication recording system to: receive the media communication from the communication device in the contact center;duplicate the media communication; andtransmit the duplicated media communication to the selected recording device using an IP address of the selected recording device to be recorded.
Costello Peter E. (Matawan NJ) Fossett Lawrence D. (Morganville NJ) Lane Michael S. (Colts Neck NJ) Quin Terrence T. (Holmdel NJ) Smith Nicholas K. (Middletown NJ), ACD Management information system.
Vinod Anupam ; Narain H. Gehani ; Viswanath Kadambari, Apparatus and method for sharing information in simultaneously viewed documents on a communication system.
Vinod Anupam ; Narain H. Gehani ; Viswanath Kadambari, Apparatus and method for sharing information in simultaneously viewed documents on a communication system.
Rowe Thomas Owings ; Tan Yih-Shin, Apparatus, methods and computer program products for managing web-page-embedded sessions with a host-based application.
Alvarado Juan C. ; Craievich Danielle S. P. ; Provost J. Thomas, Apparatus, system and method to transmit and display acquired well data in near real time at a remote location.
Burner Michael G. ; Gilliat Bruce C. ; Jaquith Eric W. ; Marvit David L. ; Kahle Brewster ; O'Driscoll Niall ; Smith Z E. ; Tanenbaum Ronna C., Automatically generate and displaying metadata as supplemental information concurrently with the web page, there being no link between web page and metadata.
Bauersfeld Kristin ; Putterman Scott, Browsing session recording playback and editing system for generating user defined paths and allowing users to mark the priority of items in the paths.
Brooks Nancy Sinling,CAX ; Fryer Paul Douglas,CAX ; Kaufman Gary Stanley,CAX ; Berkson Stephen Phillip ; Herel Charles R. ; Brooks Laura M., Call management method and system for skill-based routing.
Henits John (Bethel CT) Swick Robert B. (Stratford CT) Messologitis Constantine P. (Milford CT) Goane Christopher S. (Greenwich CT), Endless loop voice data storage and retrievable apparatus and method thereof.
Loftin R. Bowen (Houston TX) Wang Lui (Friendswood TX) Baffes Paul T. (Houston TX) Hua Grace C. (Webster TX), General purpose architecture for intelligent computer-aided training.
Bloom Charles P. (Superior CO) Bell Brigham R. (Boulder CO) Linton ; Jr. Franklyn N. (Woburn MA) Haines Mark H. (Arvada CO) Norton Edwin H. (Northglenn CO), Intelligent tutoring method and system.
Lee John R. (912 Constantinople St. New Orleans LA 70115) Alvendia John (Metairie LA), Interactive computer aided natural learning method and apparatus.
L'Allier James J. ; Welsh Sally H. ; Nielsen Boyd W. ; Miles Kurt W. ; Myers Ken L. ; Henrie Stephen P. ; Norberg Michael I. ; Helliwell Laura I., Interactive learning system with pretest.
George Tomy ; Bhamidipati Sriram V., Interactive multimedia performance assessment system and process for use by students, educators and administrators.
Jeffus Stanley E. (Garland TX) Brown Barry D. (Mesquite TX) Crawford Rockett O. (Carrollton TX) Roerick Michael L. (Carrollton TX), Interactive telephone operator terminal.
Beasley Danny L. ; Seifert ; Jr. Robert V. ; Lacrampe Paul ; Huffington James C. ; Greene Thomas ; Hafer Kevin J., Interconnection system for viewing and controlling remotely connected computers with on-screen video overlay for contro.
Chiang, Hui-Hwa; Lee, Kuo-Chun; Chen, Tsung-Yen (Eric); Han, Ching-Chih (Jason), Method and apparatus for automatically recording snapshots of a computer screen during a computer session for later playback.
Richardson John A. ; Kaufman Peter J. ; Maso Brian ; Johnson Carl A. ; Yeomans ; III Rick H., Method and apparatus for guided touring of internet/intranet websites.
Goldman Jason (Ft. Collins CO) Jenings ; Jr. Byron T. (Ft. Collins CO), Method and apparatus for monitoring display screen events in a screen-oriented software application too.
Barone Stan T. (Fridley MN) Hepburn Ian R. (Minnetonka MN) Fladmoe Gary E. (Salt Lake City UT) Vavra Robert D. (Roseville MN), Method and apparatus for remotely and centrally controlling a plurality of host processors.
Beck Christopher Clemmentt Macleod ; Berke Jonathan Michael ; Johnstone Joel A ; Mitchell Robin Marie ; Powers James Karl ; Sidell Mark Franklin ; Knuff Charles Dazler, Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center.
Vinod Anupam ; Narain H. Gehani ; Viswanath Kadambari, Method and apparatus for sharing asymmetric information and services in simultaneously viewed documents on a communication system.
Beckett ; II Stephen Marshall ; House Donald Andrew ; McDougal Rebecca L. ; Lamberti ; Jr. Santino J., Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location.
Beckett, II, Stephen Marshall; House, Donald Andrew; McDougal, Rebecca L.; Lamberti, Jr., Santino J., Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location.
Donald Andrew House ; Stephen Marshall Beckett, II, Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location.
Pope Kevin T. ; Wright Maynard A. ; Strich Daniel A. ; Hartmann Paul R. ; Ellebracht Edward T. ; Ramsayer Douglas B., Method and apparatus for storing and retrieving performance data collected by a network interface unit.
Beck Christopher Clemmett Macleod ; Berke Jonathan Michael ; Johnstone Joel A ; Mitchell Robin Marie ; Powers James Karl ; Sidell Mark Franklin ; Knuff Charles Dazler, Method and apparatus for supporting diverse interaction paths within a multimedia communication center.
Eilbacher, Robert; Bodner, Dan; Lubowsky, Ted; Boudreau, Lou; Jakobsche, George, Method and system for analyzing customer communications with a contact center.
Maloney Michael J. (Plano TX) McCalmont David T. (San Jose CA), Method and system for automatically monitoring the performance quality of call center service representatives.
Ilan, Tomer; Halbraich, Eran; Yosef, Ilan, Method and system for monitoring and recording voice from circuit-switched switches via a packet-switched network.
Fraenkel Michael L. ; Singhal Sandeep Kishan, Method and system for portably enabling view synchronization over the world-wide web using frame hierarchies.
Ingrassia ; Jr. Michael I. ; Shelton James A. ; Rowland Thomas M., Method for monitoring user interactions with web pages from web server using data and command lists for maintaining information visited and issued by participants.
Allard James E. ; Treadwell ; III David R. ; Ludeman John F., Method, system and apparatus for client-side usage tracking of information server systems.
Tohgi Yutaka,JPX ; Iyatomi Akane,JPX ; Hara Masaki,JPX ; Hirose Tomoyuki,JPX, Music lesson system with local training terminal and remote supervisory station.
Bell Brigham R. ; Hurley William D. ; Kovacevic Srdjan N. ; Neves Michelle ; Wolff Alan S. ; Bloom Charles P., Network-based intelligent tutoring system.
Beck Christopher Clemmett Macleod ; Berke Jonathan Michael ; Johnstone Joel A. ; Mitchell Robin Marie ; Powers James Karl ; Sidell Mark Franklin ; Knuff Charles Dazler, Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions.
Humpleman Richard James ; Harms G. Kevin ; Deacon Michael S. ; Chandiramani Omi, Programming tool for home networks with an HTML page for a plurality of home devices.
Rangan P. Venkat ; Shastri Vijnan ; Ashwani Arya ; Arole Parag, Real-time receipt, decompression and play of compressed streaming video/hypervideo; with thumbnail display of past scenes and with replay, hyperlinking and/or recording permissively intiated retrospe.
Epard Marc A. (Lawrence KS) Ping He (Lawrence KS) Trautman Neal E. (Lawrence KS) VanVleck Paul F. (Lawrence KS), Screen image sharing among heterogeneous computers.
Peters, Jr., Robert Yaeger; Samarasinghe, Harish, Session initiation protocol (SIP) message incorporating a number of predetermined address headers having predetermined address information.
Stein Michael Victor, Supervisory control system for networked multimedia workstations that provides simultaneous observation of multiple remote workstations.
Govrin, David; Peer, Boaz; Sosna, David; Greenberg, Guy, System and method for analyzing and utilizing data, by executing complex analytical models in real time.
Fyles Anthony (Winchester GB2) Key Andrew (Southampton GB2) Sethi Vincent (Southampton GB2), System and method for efficient computer workstation screen updates.
Robusto John D. (Herndon VA) Boswell William H. (State College PA) Meckley Mary E. (Las Vegas NV) Niechwiadowicz Deanna R. (State College PA) Watt David J. (Freeport PA) Findley Gorman N. (Boalsburg , System and method for monitoring and controlling one or more computer sites.
Zilberstein, Moshe; Matsliach, Gaby; Ronen, Avner; Ventura, Ronen; Rousso, Benny; Buber, Shai, System and method for processing and presenting internet usage information.
Thurlow Scott A. ; Bliss William J. ; Stumberger Douglas E. ; Goodhand David R. ; MacDonald Brian W., System and method for processing electronic messages with rules representing a combination of conditions, actions or exceptions.
Brittain, Dennis A., System and methods for easy-to-use periodic network data capture engine with automatic target data location, extraction and storage.
Bateman Thomas Howard,CAX ; Kierstead Bruce Edward,CAX ; Noble William Alexander,CAX ; Curry Timothy Lee,CAX ; Lockett John Alan,CAX ; Mersereau Laurie Edward,CAX ; Ouellette Robert James,CAX, System for coordinating communications via customer contact channel changing system using call centre for setting up the.
Moran Thomas P. ; Minneman Scott L. ; Harrison Steve R. ; Kimber Donald G. ; van Melle William J. ; Zellweger Polle T. ; Kurtenbach Gordon P.,CAX ; Wilcox Lynn D. ; Bly Sara A. ; Janssen ; Jr. Willia, System for the capture and replay of temporal data representing collaborative activities.
Dreste Robert A. (Webster NY) Scheda Mark R. (Brockport NY) Bozenhard Howard C. (Webster NY), System for transparent monitoring of processors in a network with display of screen images at a remote station for diagn.
Davis, Clay; Bodwell, Walter R.; Klobe, Michael C., System selects a best-fit form or URL in an originating web page as a target URL for replaying a predefined path through the internet.
Canale Leonard M. (Middletown NJ) Collins Michael J. (East Windsor NJ) O\Brien Paul J. (Atlantic Highlands NJ) Scott Lisa L. (Fair Haven NJ) Singer Martin H. (Fair Haven NJ), Terminal based adjunct call manager for a communication system.
※ AI-Helper는 부적절한 답변을 할 수 있습니다.