公开(公告)号：US09413878B1

公开(公告)日：2016-08-09

申请号：US14270287

申请日：2014-05-05

Applicant: Verint Americas Inc.

Inventor： Jamie Richard Williams ,  Marc Calahan ,  Thomas Z. Dong

IPC: H04M3/00 ,  H04M3/22 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04L63/0457 ,  H04L63/0471 ,  H04L63/166 ,  H04L63/168 ,  H04L65/608 ,  H04L67/28 ,  H04M3/2281 ,  H04M3/5175 ,  H04M3/5183 ,  H04M7/006

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.

公开(公告)号：US10009460B2

公开(公告)日：2018-06-26

申请号：US15192232

申请日：2016-06-24

Applicant: Verint Americas Inc.

Inventor： Jamie Richard Williams ,  Marc Calahan ,  Thomas Z. Dong

IPC: H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M3/22 ,  H04L29/06 ,  H04L29/08 ,  H04M7/00

CPC classification number: H04M3/42221 ,  H04L63/0457 ,  H04L63/0471 ,  H04L63/166 ,  H04L63/168 ,  H04L65/608 ,  H04L67/28 ,  H04M3/2281 ,  H04M3/5175 ,  H04M3/5183 ,  H04M7/006

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.

公开(公告)号：US09197492B2

公开(公告)日：2015-11-24

申请号：US14270294

申请日：2014-05-05

Applicant: Verint Americas Inc.

Inventor： Jamie Richard Williams ,  Thomas Z. Dong

IPC: H04L12/66 ,  H04L12/24 ,  H04L12/26 ,  H04L12/803

CPC classification number: H04L41/0654 ,  H04L43/18 ,  H04L47/125

Abstract: Included are methods for facilitating routing of control data associated with a communication to a plurality of recorders. One such method, among others, includes receiving control data related to a communication and routing the received control data to at least one recorder via a layer 3 protocol.

Abstract translation: 包括有助于将与通信相关联的控制数据路由到多个记录器的方法。 一种这样的方法包括接收与通信有关的控制数据，并且经由层3协议将接收到的控制数据路由到至少一个记录器。

公开(公告)号：US09584656B1

公开(公告)日：2017-02-28

申请号：US14281310

申请日：2014-05-19

Applicant: Verint Americas Inc.

Inventor： Jamie Richard Williams ,  Thomas Z. Dong

IPC: H04L12/28 ,  H04M3/42 ,  H04L12/761

CPC classification number: H04M3/42221 ,  H04L29/06027 ,  H04L45/16 ,  H04L65/1083 ,  H04M3/5183 ,  H04M7/006

Abstract: 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.

Abstract translation: 本发明的实施例提供用于记录媒体通信的系统和方法。 一种示例性方法包括以下步骤：从第一通信设备接收进入通信; 将呼入通信路由到呼叫中心中的第二通信设备; 通过媒体应用服务器发送与第一通信设备和第二通信设备之间的传入媒体通信相关联的媒体通信; 通过媒体应用服务器复制媒体通信; 通过媒体应用服务器传输复制的媒体通信; 并记录重复的媒体通信。

公开(公告)号：US20140321266A1

公开(公告)日：2014-10-30

申请号：US14270294

申请日：2014-05-05

Applicant: Verint Americas Inc.

Inventor： Jamie Richard Williams ,  Thomas Z. Dong

IPC: H04L12/24 ,  H04L12/803

CPC classification number: H04L41/0654 ,  H04L43/18 ,  H04L47/125

Abstract: Included are methods for facilitating routing of control data associated with a communication to a plurality of recorders. One such method, among others, includes receiving control data related to a communication and routing the received control data to at least one recorder via a layer 3 protocol.

Abstract translation: 包括有助于将与通信相关联的控制数据路由到多个记录器的方法。 一种这样的方法包括接收与通信有关的控制数据，并且经由层3协议将接收到的控制数据路由到至少一个记录器。