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。