公开(公告)号：US20140270141A1

公开(公告)日：2014-09-18

申请号：US14015649

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vladimir Filonov ,  Henry R. Lum ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC: H04M3/51 ,  H04M3/42

CPC classification number: H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

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.

Abstract translation: 用于记录联络中心的媒体的系统和方法允许呼叫事件标记和呼叫记录拼接。 处理器接收电话呼叫的呼叫元数据。 呼叫包括到电话呼叫期间交换的媒体的记录的链接。 处理器接收与电话呼叫相关联的呼叫事件。 呼叫事件包括在电话呼叫期间发生事件的时间戳。 处理器将呼叫元数据和呼叫事件存储在数据库记录中。 处理器检索在显示设备上显示呼叫事件的数据库记录。 接收到响应于显示设备上的显示来识别呼叫事件的用户命令。 响应于用户命令检索与呼叫事件相关联的记录的一部分。 然后提供记录的检索部分的可听渲染。