Invention Grant
US09178989B2 Call event tagging and call recording stitching for contact center call recordings
有权
呼叫事件标记和呼叫记录缝合用于联络中心呼叫记录
- Patent Title: Call event tagging and call recording stitching for contact center call recordings
- Patent Title (中): 呼叫事件标记和呼叫记录缝合用于联络中心呼叫记录
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Application No.: US14015649Application Date: 2013-08-30
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Publication No.: US09178989B2Publication Date: 2015-11-03
- Inventor: Vladimir Filonov , Henry Lum , Jeffrey Culbert , Daniel Blander , Somasundaram Subramaniam , Angelo Cicchitto , Paul Gvildys
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Applicant Address: unknown Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: unknown Daly City
- Agency: Christie, Parker & Hale, LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/28 ; H04L29/06 ; H04M3/22 ; H04M1/656 ; H04M3/42 ; H04Q3/00 ; H04M3/51 ; H04L9/08

Abstract:
A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.
Public/Granted literature
- US20140270141A1 CALL EVENT TAGGING AND CALL RECORDING STITCHING FOR CONTACT CENTER CALL RECORDINGS Public/Granted day:2014-09-18
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