Invention Grant
- Patent Title: Computer-implemented system and method for identifying call recordings for retention
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Application No.: US15358090Application Date: 2016-11-21
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Publication No.: US09742908B2Publication Date: 2017-08-22
- Inventor: Adam Waalkes , Gilad Odinak , Haodong (Howard) Jiang , Matthew Thorn , Tom McCann
- Applicant: Intellisist, Inc.
- Applicant Address: US WA Seattle
- Assignee: Intellisist, Inc.
- Current Assignee: Intellisist, Inc.
- Current Assignee Address: US WA Seattle
- Agent Patrick J. S. Inouye; Krista A. Wittman
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M3/42 ; H04M3/51

Abstract:
A computer-implemented system and method for identifying call recordings for retention is provided. A call is received into a call center and assigned to one of an agent and an interactive voice response device. A recording of the assigned call is generated. A set of call retention criteria is maintained and each of the retention criteria is associated with one or more time periods during which the criteria can be applied to the call recording. A portion of the criteria in the set is identified based on a time at which the criteria is to be applied to the call recording. The identified criteria is applied to the call recording and the call recording is stored when the applied criteria are satisfied.
Public/Granted literature
- US20170134572A1 Computer-Implemented System And Method For Identifying Call Recordings For Retention Public/Granted day:2017-05-11
Information query