公开(公告)号：US20230179712A1

公开(公告)日：2023-06-08

申请号：US17544969

申请日：2021-12-08

Applicant: NICE LTD.

Inventor： Ofir Mecayten ,  Yaron Cohen ,  Yossi Neeman

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5233 ,  H04M3/5237 ,  H04M3/5175 ,  G06Q10/06393 ,  G06Q10/06395 ,  H04M2203/402

Abstract: A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.

公开(公告)号：US11108839B1

公开(公告)日：2021-08-31

申请号：US17167119

申请日：2021-02-04

Applicant: NICE LTD.

Inventor： Yaron Cohen ,  Ofir Mecayten

IPC: G06F15/16 ,  H04L29/06

Abstract: A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In an Internet Protocol (IP) network having a direct media streaming between a first media-client and a source IP device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source IP device, switching from the direct media streaming mode to a media forking mode by starting a media forking service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source IP device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source IP device. Thus, providing an elastic media forking infrastructure and saving media forking infrastructure resources and network bandwidth.

公开(公告)号：US11792325B2

公开(公告)日：2023-10-17

申请号：US17544969

申请日：2021-12-08

Applicant: NICE LTD.

Inventor： Ofir Mecayten ,  Yaron Cohen ,  Yossi Neeman

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06 ,  G06Q10/0639

CPC classification number: H04M3/5233 ,  G06Q10/06393 ,  G06Q10/06395 ,  H04M3/5175 ,  H04M3/5237 ,  H04M2203/402

Abstract: A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.

公开(公告)号：US11343346B1

公开(公告)日：2022-05-24

申请号：US17207692

申请日：2021-03-21

Applicant: NICE LTD.

Inventor： Jonathan Erez ,  Ofir Mecayten ,  Yaron Cohen

IPC: H04L67/568 ,  H04M3/51 ,  H04M3/42

Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.

公开(公告)号：US11916986B2

公开(公告)日：2024-02-27

申请号：US17969754

申请日：2022-10-20

Applicant: NICE LTD.

Inventor： Yaron Cohen ,  Ofir Mecayten

IPC: G06F15/16 ,  H04L65/60 ,  H04L65/1066 ,  H04L65/61

CPC classification number: H04L65/60 ,  H04L65/1066 ,  H04L65/61

Abstract: A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In a network having a direct media streaming between a first media-client and a source device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source device, switching from the direct media streaming mode to a media forking mode by starting a media forking service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source device.

公开(公告)号：US11616857B2

公开(公告)日：2023-03-28

申请号：US17727855

申请日：2022-04-25

Applicant: NICE LTD.

Inventor： Jonathan Erez ,  Ofir Mecayten ,  Yaron Cohen

IPC: H04L67/568 ,  H04M3/51 ,  H04M3/42

Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.

公开(公告)号：US11343297B1

公开(公告)日：2022-05-24

申请号：US17381206

申请日：2021-07-21

Applicant: NICE LTD.

Inventor： Yaron Cohen ,  Ofir Mecayten

IPC: G06F15/16 ,  H04L65/60 ,  H04L65/1066 ,  H04L65/61

Abstract: A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In an Internet Protocol (IP) network having a direct media streaming between a first media-client and a source IP device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source IP device, switching from the direct media streaming mode to a media forking mode by starting a media forking service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source IP device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source IP device.

公开(公告)号：US12282450B2

公开(公告)日：2025-04-22

申请号：US18233969

申请日：2023-08-15

Applicant: Nice Ltd.

Inventor： Ofir Mecayten ,  Gil Nakash ,  Yaron Cohen

IPC: G06F16/11

Abstract: A method of managing interaction recordings of an interaction between agent devices and customer devices, the method comprising: initiating an interaction recording of the interaction between an agent device and a customer device, wherein the interaction recording comprises metadata items; storing one or more parts of the interaction recording in a local storage; identifying parts of the interaction recording whose metadata items fulfill archiving criteria; and archiving parts of the interaction recording stored in the local storage whose metadata items fulfill the archiving criteria and deleting parts of the interaction recording from the local storage whose metadata items do not fulfill the archiving criteria.

公开(公告)号：US11647098B2

公开(公告)日：2023-05-09

申请号：US17974572

申请日：2022-10-27

Applicant: NICE LTD.

Inventor： Jonathan Erez ,  Ofir Mecayten ,  Yaron Cohen

IPC: H04L67/568 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04L67/568 ,  H04M3/42221 ,  H04M3/5175 ,  H04M2203/558

Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.

公开(公告)号：US11516267B2

公开(公告)日：2022-11-29

申请号：US17727853

申请日：2022-04-25

Applicant: NICE LTD.

Inventor： Yaron Cohen ,  Ofir Mecayten

IPC: G06F15/16 ,  H04L65/60 ,  H04L65/1066 ,  H04L65/61

Abstract: A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In a network having a direct media streaming between a first media-client and a source device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source device, switching from the direct media streaming mode to a media forking mode by starting a media forting service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source device.