公开(公告)号：US20140269446A1

公开(公告)日：2014-09-18

申请号：US14015974

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04L29/06

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 includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.

Abstract translation: 用于记录用于联络中心的媒体的系统和方法包括经由第一地理位置中的处理器建立第一和第二通信设备之间的通信会话。 处理器确定在媒体会话期间交换的媒体将被记录。 处理器识别与媒体会话中涉及的资源相关联的第二地理位置，并且识别与第二地理位置相关联的媒体控制器。 媒体控制器桥接第一和第二通信设备之间的媒体路径，并记录在媒体会话期间交换的媒体。

公开(公告)号：US20150189074A1

公开(公告)日：2015-07-02

申请号：US14479164

申请日：2014-09-05

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: H04M3/28 ,  H04Q3/00 ,  H04M3/42 ,  H04M3/51

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 handling call recording failures for a contact center. A processor receives information on a first media controller currently assigned to a telephony call. The first media controller bridges a first media path between the first and second communication devices and records, into a storage device, media exchanged in the first media path during the telephony call. The processor detects failure of the first media controller during the telephony call, where the failure of the first media controller tears down the first media path. In response to detecting the failure, the processor bridges a second media path between the first and second communication devices until a second media controller is identified. In response to the second media controller being identified, the second media controller is signaled to bridge and record media exchanged during the telephony call.

Abstract translation: 用于处理联络中心的呼叫记录故障的系统和方法。 处理器在当前分配给电话呼叫的第一媒体控制器上接收信息。 第一媒体控制器在第一和第二通信设备之间桥接第一媒体路径，并且在电话呼叫期间将在第一媒体路径中交换的媒体记录到存储设备中。 处理器检测电话呼叫期间第一媒体控制器的故障，其中第一媒体控制器的故障撕裂第一媒体路径。 响应于检测到故障，处理器在第一和第二通信设备之间桥接第二媒体路径，直到识别出第二媒体控制器。 响应于被识别的第二媒体控制器，第二媒体控制器用信号通知桥接和记录在电话呼叫期间交换的媒体。

公开(公告)号：US20180048758A1

公开(公告)日：2018-02-15

申请号：US15723019

申请日：2017-10-02

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04M3/28 ,  H04L9/08 ,  H04W24/04 ,  H04L29/06 ,  H04Q3/00 ,  H04M3/51 ,  H04M3/42 ,  H04M3/22 ,  H04M1/656 ,  H04W40/20 ,  H04W4/16 ,  H04W12/04

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 includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.

公开(公告)号：US20140280720A1

公开(公告)日：2014-09-18

申请号：US14069336

申请日：2013-10-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Brian Bischoff ,  Gregg Kerlin ,  Henry R. Lum ,  Donald Huovinen ,  Tamal Islam ,  Terry Stocking ,  David H. Anderson ,  Galina Kovalenko ,  Bernard Bretherton ,  Vyacheslav Sayko

IPC: H04L29/08

CPC classification number: H04M3/5237 ,  G06F9/5072 ,  H04L65/1006 ,  H04L65/1036 ,  H04L65/1046 ,  H04L65/1069 ,  H04L65/1073 ,  H04M3/42008 ,  H04M3/42221

Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

Abstract translation: 用于在混合操作环境中优化呈现联络中心服务的系统和方法。 第一操作环境中的处理器接收由与联络中心服务有关的第一联络中心资源发送的消息。 该消息由耦合到与第一操作环境不同的第二操作环境的边缘设备转发到处理器。 边缘设备被配置为隐藏联系中心资源的位置的消息标识。 尽管如此隐藏，处理器基于处理器从消息中获取的标识信息来识别第一联络中心资源的位置。 处理器基于用于提供联络中心服务的第一联络中心资源的确定位置来选择第二联络中心资源。

公开(公告)号：US09781253B2

公开(公告)日：2017-10-03

申请号：US14015974

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04L12/16 ,  H04M3/28 ,  H04L29/06 ,  H04M3/22 ,  H04M3/51 ,  H04M1/656 ,  H04M3/42 ,  H04Q3/00 ,  H04W4/16 ,  H04W24/04 ,  H04W40/20 ,  H04L9/08 ,  H04W12/04

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 includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.

公开(公告)号：US20140270105A1

公开(公告)日：2014-09-18

申请号：US14015836

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04M1/656 ,  H04M3/51

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 network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

Abstract translation: 一种用于网络记录和语音分析的系统和方法，其中记录系统在电话呼叫期间接收在第一和第二通信设备之间交换的媒体。 媒体由广域网上的记录系统接收。 记录系统桥接第一和第二通信设备之间的媒体路径，并且复制在媒体路径中交换的媒体，用于将复制的媒体存储在大容量存储设备中。 记录系统还捕获与呼叫相关联的元数据，并且与所存储的媒体相关联地存储所捕获的元数据。 存储的媒体和元数据然后可以通过广域网提供给请求设备。 记录系统还可以被配置为分析呼叫记录以及相关联的元数据，以检测关键词或短语和/或触发可动作事件。

公开(公告)号：US20140270093A1

公开(公告)日：2014-09-18

申请号：US14015960

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04M3/22 ,  H04M3/51

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 handling call recording failures for a contact center. A processor receives information on a first media controller currently assigned to a telephony call. The first media controller bridges a first media path between the first and second communication devices and records, into a storage device, media exchanged in the first media path during the telephony call. The processor detects failure of the first media controller during the telephony call, where the failure of the first media controller tears down the first media path. In response to detecting the failure, the processor bridges a second media path between the first and second communication devices until a second media controller is identified. In response to the second media controller being identified, the second media controller is signaled to bridge and record media exchanged during the telephony call.

Abstract translation: 用于处理联络中心的呼叫记录故障的系统和方法。 处理器在当前分配给电话呼叫的第一媒体控制器上接收信息。 第一媒体控制器在第一和第二通信设备之间桥接第一媒体路径，并且在电话呼叫期间将在第一媒体路径中交换的媒体记录到存储设备中。 处理器检测电话呼叫期间第一媒体控制器的故障，其中第一媒体控制器的故障撕裂第一媒体路径。 响应于检测到故障，处理器在第一和第二通信设备之间桥接第二媒体路径，直到识别出第二媒体控制器。 响应于被识别的第二媒体控制器，第二媒体控制器用信号通知桥接和记录在电话呼叫期间交换的媒体。

公开(公告)号：US10063693B2

公开(公告)日：2018-08-28

申请号：US15723019

申请日：2017-10-02

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04L12/16 ,  H04M3/28 ,  H04M3/51 ,  H04M1/656 ,  H04M3/42 ,  H04L29/06 ,  H04Q3/00 ,  H04W4/16 ,  H04W24/04 ,  H04W40/20 ,  H04M3/22 ,  H04L9/08 ,  H04W12/04

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 includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.

公开(公告)号：US09596344B2

公开(公告)日：2017-03-14

申请号：US14015983

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04L29/06 ,  H04M3/28 ,  H04M3/22 ,  H04M3/51 ,  H04M1/656 ,  H04M3/42 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20 ,  H04L9/08

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 where a processor is configured to determine that media exchanged between first and second communication devices during a telephony call is to be recorded; bridge a media path between the first and second communication devices; cause replicating of the media exchanged in the media path; encrypt the replicated media via a first cryptographic key for storing the encrypted media in a data storage device; and encrypt the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media.

Abstract translation: 一种用于记录联络中心的媒体的系统和方法，其中处理器被配置为确定在电话呼叫期间在第一和第二通信设备之间交换的媒体的记录; 桥接第一和第二通信设备之间的媒体路径; 导致媒体传播媒体的复制; 通过用于将加密的媒体存储在数据存储设备中的第一加密密钥加密所复制的媒体; 并通过用于存储加密的第一加密密钥作为加密媒体的元数据的第二加密密钥加密第一加密密钥。

公开(公告)号：US20140270154A1

公开(公告)日：2014-09-18

申请号：US14015983

申请日：2013-08-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04L9/08

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 where a processor is configured to determine that media exchanged between first and second communication devices during a telephony call is to be recorded; bridge a media path between the first and second communication devices; cause replicating of the media exchanged in the media path; encrypt the replicated media via a first cryptographic key for storing the encrypted media in a data storage device; and encrypt the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media.

Abstract translation: 一种用于记录联络中心的媒体的系统和方法，其中处理器被配置为确定在电话呼叫期间在第一和第二通信设备之间交换的媒体的记录; 桥接第一和第二通信设备之间的媒体路径; 导致媒体传播媒体的复制; 通过用于将加密的媒体存储在数据存储设备中的第一加密密钥加密所复制的媒体; 并通过用于存储加密的第一加密密钥作为加密媒体的元数据的第二加密密钥加密第一加密密钥。