| US 7,570,755 B2 | ||
| Routine communication sessions for recording | ||
| Jamie Richard Williams, Alpharetta, Ga. (US); Marc Calahan, Woodstock, Ga. (US); and Thomas Z. Dong, Marietta, Ga. (US) | ||
| Assigned to Verint Americas Inc., Melville, N.Y. (US) | ||
| Filed on Sep. 29, 2006, as Appl. No. 11/541,252. | ||
| Prior Publication US 2008/0080698 A1, Apr. 03, 2008 | ||
| This patent is subject to a terminal disclaimer. | ||
| Int. Cl. H04M 3/00 (2006.01); H04M 5/00 (2006.01) | ||
| U.S. Cl. 379—266.1 [379/265.06; 379/112.01; 379/67.1; 709/204] | 20 Claims |
| 1. A method for recording a communication session between a customer and an agent, comprising the steps of:
routing by a customer center communication system a media stream associated with a communication session based on information
corresponding to routing criteria, wherein the routing criteria include call control protocols or policies;
determining whether to record the media stream associated with the communication session based on the information corresponding
to the routing criteria;
transmitting instructions to the customer center communication system to duplicate the media stream and transmit the duplicated
media stream to a recording system;
receiving and recording the received duplicated media stream associated with the communication session, wherein receiving
and recording the media stream is achieved by the recording system; and
wherein the routing criteria include (a) redirecting the media stream to proxy servers based on the network topology or the
recording load, (b) rejecting the media stream if a hybrid recording mode is configured on the recording system and the recording
system is already recording the media stream via a passive method, and (c) rejecting the media stream based on recorder configuration
criteria, the criteria including the recorder being over-loaded.
|