| Patent application number | Description | Published |
|---|
| 20090028132 | System and method for transferring interaction metadata messages over communication services - System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services. | 01-29-2009 |
| 20090154689 | SYSTEM AND METHOD FOR FORWARDING A SESSION BASED ON A RECORDING CAPACITY - A system and method for forwarding a session based on a recording capacity. A recording sub-system may inform a session forwarding component of a recording capacity associated with agents. A forwarding component may select an agent to handle a session based on a recording capacity associated with the agent. A session may be interrupted if the recording capacity associated with the session is reduced below a predefined level. | 06-18-2009 |
| 20090175423 | METHOD AND SYSTEM FOR UTILIZING INFORMATION FOR EFFICIENT RECORDING SOLUTIONS IN A COMPLEX MULTI-MEDIA RECORDING ENVIRONMENT - System and method for recording telephone calls comprising receiving computer telephony integration fields from first and second sources, identifying which of the CTI fields are physical CTI fields to be used for locating audio to be recorded, identifying which of the CTI fields are logical CTI fields, identifying one of the physical CTI fields received from the first source and one of the logical CTI fields received from the second source as being related to a specific telephone call and recording said telephone call based on audio location information from the physical CTI field associated with the call. | 07-09-2009 |
| 20090268885 | METHOD AND SYSTEM FOR CENTRALIZED RECORDING IN A DISTRIBUTED ENVIRONMENT - A system and method for central recording of telephone calls are provided. The method may include transferring a telephone call from a session border controller (SBC) to a contact center and to a central recording unit, transferring of CTI information from the contact center to the central recording unit, associating the CTI information to the telephone cal and determining by the central recording unit whether to record the call. | 10-29-2009 |
| 20090290701 | SESSION BOARD CONTROLLER BASED POST CALL ROUTING FOR CUSTOMER FEEDBACK APPLICATION - Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application. | 11-26-2009 |
| 20100064215 | SYSTEM AND METHOD FOR SCREEN RECORDING - A system and method for producing a usable stream of display data from an updated state information and a currently received stream of display data. State information may be extracted from a stream of display data and an updated state information may be maintained. Updated state information and a stream of display data may be used to produce a usable stream of display data. | 03-11-2010 |
| 20100161604 | APPARATUS AND METHOD FOR MULTIMEDIA CONTENT BASED MANIPULATION - An apparatus and methods for generating an ontology for a domain based on analysis performed on interactions captured in the domain. The analysis provides groups of concepts which are used as topics appearing or retrieved from the interactions are used as topics or concepts in the ontology. Concepts belonging to one group are indicated as connected within the ontology. The ontology can then be used in analyzing further interactions and provide meaning, content and relationships between concepts. | 06-24-2010 |
| 20100174992 | SYSTEM AND METHOD FOR SCREEN RECORDING - Embodiments of the inventions are directed to a method for recording screen data. The method may include receiving display data displayed on a local screen coupled to a local computing device wherein the display data originate from first and second applications executed on first and second remote application servers; receiving layout data related to a presentation of the display data on the local screen; and reconstructing visual appearance of the presentation based on the layout information and the display data. | 07-08-2010 |
| 20100226482 | SYSTEM AND METHOD FOR RECORDING AND DISTRIBUTING CUSTOMER INTERACTIONS - A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed. | 09-09-2010 |
| 20110126012 | METHOD AND SYSTEM FOR SECURE DATA COLLECTION AND DISTRIBUTION - A data provider generates a data encryption key and an identifier, uses the data encryption key to encrypt data, sends the encrypted data and the identifier to a data requestor, and sends the data encryption key and the identifier to a crypto information server. The data requestor sends the identifier to the crypto information server to request the encryption key. The crypto information server authenticates the data requestor and, contingent on that authentication, sends the data encryption key to the data requestor. If a plurality of data instances are captured, then for each instance, a respective data encryption key and identifier are generated. | 05-26-2011 |
| 20110161654 | PEER-TO-PEER TELEPHONY RECORDING - System and method for recording communication sessions in a peer-to-peer communication networks. End-devices of the peer to peer communication network may register with a selected super-node that may fork media to a recording system for recording. Communication sessions arriving at a call center may be transferred between the external end-device and the target agent end-device via a recorder and the communication session media may be recorded. Alternatively, a conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media. | 06-30-2011 |
