公开(公告)号：US10455081B2

公开(公告)日：2019-10-22

申请号：US15896026

申请日：2018-02-13

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Eric Tamblyn ,  Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04K1/00 ,  H04M3/28 ,  H04L29/06 ,  H04M3/22 ,  H04M3/51 ,  H04M1/656 ,  H04M3/42 ,  H04Q3/00 ,  H04L9/08 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

摘要： 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.

公开(公告)号：US20180048758A1

公开(公告)日：2018-02-15

申请号：US15723019

申请日：2017-10-02

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC分类号： 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分类号： 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

摘要： 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：US09049197B2

公开(公告)日：2015-06-02

申请号：US14015960

申请日：2013-08-30

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04M15/00 ,  H04M1/24 ,  H04M3/08 ,  H04M3/22 ,  H04L29/06 ,  H04M1/656 ,  H04M3/42 ,  H04M3/51 ,  H04L9/08

CPC分类号： 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

摘要： 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.

摘要翻译： 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：US20150312410A1

公开(公告)日：2015-10-29

申请号：US14745364

申请日：2015-06-19

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Eric Tamblyn ,  Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04M3/42 ,  H04L9/08 ,  H04W40/20 ,  H04W24/04 ,  H04W4/16 ,  H04W12/04

CPC分类号： 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

摘要： 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.

摘要翻译： 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：US20150189074A1

公开(公告)日：2015-07-02

申请号：US14479164

申请日：2014-09-05

申请人： Genesys Telecommunications Laboratories, Inc.

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

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

CPC分类号： 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

摘要： 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.

摘要翻译： 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：US09065830B2

公开(公告)日：2015-06-23

申请号：US14015836

申请日：2013-08-30

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Eric Tamblyn ,  Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04L29/06 ,  H04M3/22 ,  H04M1/656 ,  H04M3/42 ,  H04M3/51 ,  H04L9/08

CPC分类号： 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

摘要： 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.

摘要翻译： 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：US09565296B2

公开(公告)日：2017-02-07

申请号：US14930625

申请日：2015-11-02

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Vladimir Filonov ,  Henry Lum ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/28 ,  H04L29/06 ,  H04M3/22 ,  H04M3/51 ,  H04M1/656 ,  H04M3/42 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20 ,  H04L9/08

CPC分类号： 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

摘要： 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.

摘要翻译： 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。

公开(公告)号：US20160105545A1

公开(公告)日：2016-04-14

申请号：US14930625

申请日：2015-11-02

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Vladimir Filonov ,  Henry Lum ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04M3/28 ,  H04L29/06 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51

CPC分类号： 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

摘要： 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.

摘要翻译： 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。

公开(公告)号：US09178989B2

公开(公告)日：2015-11-03

申请号：US14015649

申请日：2013-08-30

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Vladimir Filonov ,  Henry Lum ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/28 ,  H04L29/06 ,  H04M3/22 ,  H04M1/656 ,  H04M3/42 ,  H04Q3/00 ,  H04M3/51 ,  H04L9/08

CPC分类号： 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

摘要： 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.

摘要翻译： 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。

公开(公告)号：US20140269446A1

公开(公告)日：2014-09-18

申请号：US14015974

申请日：2013-08-30

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC分类号： H04L29/06

CPC分类号： 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

摘要： 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.

摘要翻译： 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。