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公开(公告)号：US20080080698A1
公开(公告)日：2008-04-03
申请号：US11541252
申请日：2006-09-29
IPC分类号： H04M3/00
CPC分类号： H04M3/51 , H04L65/1083 , H04M3/42221
摘要： Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.
摘要翻译： 提供了用于记录客户和代理之间的通信会话的系统和方法。 在这方面，代表性方法包括：基于与路由标准相对应的信息来路由与通信会话相关联的媒体流，其中路由标准包括呼叫控制协议或策略; 从所述客户中心通信系统接收与所述通信会话相关联的媒体流; 并记录所接收的媒体流。
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公开(公告)号：US20080080531A1
公开(公告)日：2008-04-03
申请号：US11540086
申请日：2006-09-29
IPC分类号： H04L12/56
CPC分类号： H04L67/2814 , H04L67/2819
摘要： Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: communicating with the customer center communication system via a proxy server; determining whether to record a media stream associated with the communication session based on communication between the customer center communication system and the proxy server; and responsive to determining that the media stream is to be recorded, recording the media stream from the communication session.
摘要翻译： 提供了用于在客户和客户中心通信系统的代理之间记录通信会话的系统和方法。 在这方面，代表性方法包括：经由代理服务器与客户中心通信系统进行通信; 基于所述客户中心通信系统和所述代理服务器之间的通信来确定是否记录与所述通信会话相关联的媒体流; 并且响应于确定要记录媒体流，记录来自通信会话的媒体流。
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公开(公告)号：US08699700B2
公开(公告)日：2014-04-15
申请号：US12466673
申请日：2009-05-15
CPC分类号： H04M3/51 , H04L65/1083 , H04M3/42221
摘要： Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.
摘要翻译： 提供了用于记录客户和代理之间的通信会话的系统和方法。 在这方面，代表性方法包括：基于与路由标准相对应的信息来路由与通信会话相关联的媒体流，其中路由标准包括呼叫控制协议或策略; 从所述客户中心通信系统接收与所述通信会话相关联的媒体流; 并记录所接收的媒体流。
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公开(公告)号：US08675824B1
公开(公告)日：2014-03-18
申请号：US12968236
申请日：2010-12-14
IPC分类号： H04M1/64
CPC分类号： H04M1/656 , H04M1/274525 , H04M3/51
摘要： Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.
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公开(公告)号：US08442033B2
公开(公告)日：2013-05-14
申请号：US11394408
申请日：2006-03-31
申请人： Jamie Richard Williams , Scott Bluman , Thomas Z. Dong , Christopher D. Blair , Richard L. Heap
发明人： Jamie Richard Williams , Scott Bluman , Thomas Z. Dong , Christopher D. Blair , Richard L. Heap
CPC分类号： H04M7/0012 , H04M3/42221
摘要： Included are embodiments of systems and methods for recording data related to a communication. One exemplary embodiment, among others includes receiving data related to a communication from a communications device, recording at least a portion of the data related to the communication, determining a time of reduced network activity and sending at least a portion of the data related to the communication to a central recording server at a time of low network activity.
摘要翻译： 包括用于记录与通信相关的数据的系统和方法的实施例。 一个示例性实施例包括从通信设备接收与通信有关的数据，记录与通信相关的数据的至少一部分，确定减少的网络活动的时间并发送与所述通信相关的数据的至少一部分 在低网络活动时与中央记录服务器通信。
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公开(公告)号：US07570755B2
公开(公告)日：2009-08-04
申请号：US11541252
申请日：2006-09-29
CPC分类号： H04M3/51 , H04L65/1083 , H04M3/42221
摘要： Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.
摘要翻译： 提供了用于记录客户和代理之间的通信会话的系统和方法。 在这方面，代表性方法包括：基于与路由标准相对应的信息来路由与通信会话相关联的媒体流，其中路由标准包括呼叫控制协议或策略; 从所述客户中心通信系统接收与所述通信会话相关联的媒体流; 并记录所接收的媒体流。
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公开(公告)号：US20070230444A1
公开(公告)日：2007-10-04
申请号：US11529947
申请日：2006-09-29
IPC分类号： H04L12/66
CPC分类号： H04L12/66 , H04L65/1023 , H04L65/1083 , H04L65/1096 , H04L65/403 , H04M3/2281 , H04M3/42221 , H04M3/51 , H04M3/5175 , H04M7/006 , H04M2203/056
摘要： Embodiments of the present invention provide systems and methods for recording media communications an exemplary method is comprised of the following steps: receiving instructions at a gateway to record an incoming call; receiving the incoming call from a calling communication device; determining whether to record the incoming call based on the received instructions; routing the incoming call to a called communication device in a customer center; responsive to the determination to record the incoming call, duplicating the media communications via the gateway; transmitting the duplicated media communications associated with the incoming call via the gateway; and recording the duplicated media communications.
摘要翻译： 本发明的实施例提供用于记录媒体通信的系统和方法，一种示例性方法包括以下步骤：在网关处接收指令以记录来电; 从呼叫通信设备接收来话呼叫; 基于所接收的指令确定是否记录来话呼叫; 将来电呼叫路由到客户中心的被叫通信设备; 响应于确定记录来电，通过网关复制媒体通信; 经由所述网关发送与所述呼入呼叫相关联的所述复制媒体通信; 并记录重复的媒体通信。
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公开(公告)号：US08837697B2
公开(公告)日：2014-09-16
申请号：US11567808
申请日：2006-12-07
CPC分类号： H04L12/66
摘要： Included are embodiments for detecting presence in a communications system environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.
摘要翻译： 包括用于检测在通信系统环境中的存在的实施例。 方法的至少一个实施例包括订阅与通信系统相关联的事件并且接收关于事件的通知，所述事件与第一通信设备和第二通信设备之间的通信相关联。
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39.发明授权Systems and methods for recording resource association in a recording environment 有权在记录环境中记录资源关联的系统和方法公开(公告)号：US08170184B2
公开(公告)日：2012-05-01
申请号：US11693933
申请日：2007-03-30
申请人： Marc Calahan , Jamie Richard Williams , Kenneth Richard Brodhagen , Damian Smith , Robert John Barnes
发明人： Marc Calahan , Jamie Richard Williams , Kenneth Richard Brodhagen , Damian Smith , Robert John Barnes
IPC分类号： H04M1/64
CPC分类号： H04M3/42314 , H04M3/42221 , H04M7/12
摘要： Included are embodiments for channel mapping. At least one embodiment of a system includes an initiating component configured to initiate a communication with a communications device, the communications device being coupled to a first extension. Some embodiments include a receiving component configured to receive recording data from a plurality of extensions at a plurality of recording resources, the plurality of extensions including the first extension and at least one other extension. Similarly, some embodiments include a first determining component configured to determine a channel that received the initiated communication.
摘要翻译： 包括用于频道映射的实施例。 系统的至少一个实施例包括被配置为发起与通信设备的通信的发起组件，该通信设备被耦合到第一扩展。 一些实施例包括被配置为在多个记录资源处从多个分机接收记录数据的接收组件，所述多个分机包括第一分机和至少一个其他分机。 类似地，一些实施例包括被配置为确定接收到发起的通信的信道的第一确定组件。
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公开(公告)号：US07822018B2
公开(公告)日：2010-10-26
申请号：US11394496
申请日：2006-03-31
IPC分类号： H04L12/66
CPC分类号： H04M3/42221 , H04M7/006
摘要： Included are embodiments of a method for recording in an Internet Protocol (IP) environment. At least one embodiment includes receiving data related to a communication, generating a copied version of at least a portion of the received data, and modifying the copied version of the received data. Other embodiments include sending at least a portion of the modified copied version of the received data to a recording device.
摘要翻译： 包括用于在因特网协议（IP）环境中记录的方法的实施例。 至少一个实施例包括接收与通信有关的数据，生成所接收数据的至少一部分的复制版本，以及修改所接收数据的复制版本。 其他实施例包括将所接收数据的经修改的复制版本的至少一部分发送到记录装置。
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