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公开(公告)号：US09020125B1
公开(公告)日：2015-04-28
申请号：US12967025
申请日：2010-12-13
CPC分类号： H04M3/42221 , H04L63/0457 , H04L63/0471 , H04L63/166 , H04L63/168 , H04L65/608 , H04L67/28 , H04M3/2281 , H04M3/5175 , H04M3/5183 , H04M7/006
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: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.
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，代表性的方法包括：配置客户中心通信系统的通信组件，以便记录与通信会话相关联的媒体流; 基于通信组件的配置通过网络传输媒体流; 通过网络接收媒体流; 并记录所接收的媒体流。
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公开(公告)号：US08718266B1
公开(公告)日：2014-05-06
申请号：US12967028
申请日：2010-12-13
IPC分类号： H04M3/00
CPC分类号： H04M3/42221 , H04L63/0457 , H04L63/0471 , H04L63/166 , H04L63/168 , H04L65/608 , H04L67/28 , H04M3/2281 , H04M3/5175 , H04M3/5183 , H04M7/006
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: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.
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，代表性的方法包括：配置客户中心通信系统的通信组件，以便记录与通信会话相关联的媒体流; 基于通信组件的配置通过网络传输媒体流; 通过网络接收媒体流; 并记录所接收的媒体流。
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公开(公告)号：US07613290B2
公开(公告)日：2009-11-03
申请号：US11540086
申请日：2006-09-29
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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4.发明授权公开(公告)号：US08724778B1
公开(公告)日：2014-05-13
申请号：US12968232
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.
摘要翻译： 提供了在客户中心环境中安全记录的系统和方法。 系统接收与媒体分发装置的通信有关的数据。 由密钥服务器向媒体分发设备提供密钥以加密接收到的数据。 此外，标识符可以与接收到的数据相关联。 密钥和标识符存储在与密钥服务器相关联的数据库中。 加密数据被记录在记录器上，在客户中心内的授权用户可以访问它。 根据要求，将密钥提供给授权用户解密加密数据进行回放。 客户中心环境可以包括用于查看客户联系人的用户界面。 联系人可以被组织成文件夹，并且可以接收与客户联系人相关联的注释。
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公开(公告)号：US08675825B1
公开(公告)日：2014-03-18
申请号：US12968240
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：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：US09253316B1
公开(公告)日：2016-02-02
申请号：US12967031
申请日：2010-12-13
CPC分类号： H04M3/42221 , H04L63/0457 , H04L63/0471 , H04L63/166 , H04L63/168 , H04L65/608 , H04L67/28 , H04M3/2281 , H04M3/5175 , H04M3/5183 , H04M7/006
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: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.
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公开(公告)号：US08744064B1
公开(公告)日：2014-06-03
申请号：US12769550
申请日：2010-04-28
IPC分类号： H04M3/00
CPC分类号： H04M3/42221 , H04L63/0457 , H04L63/0471 , H04L63/166 , H04L63/168 , H04L65/608 , H04L67/28 , H04M3/2281 , H04M3/5175 , H04M3/5183 , H04M7/006
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: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.
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公开(公告)号：US07899178B2
公开(公告)日：2011-03-01
申请号：US11541313
申请日：2006-09-29
IPC分类号： H04M3/00
CPC分类号： H04M3/42221 , H04L63/0457 , H04L63/0471 , H04L63/166 , H04L63/168 , H04L65/608 , H04L67/28 , H04M3/2281 , H04M3/5175 , H04M3/5183 , H04M7/006
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: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.
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，代表性的方法包括：配置客户中心通信系统的通信组件，以便记录与通信会话相关联的媒体流; 基于通信组件的配置通过网络传输媒体流; 通过网络接收媒体流; 并记录所接收的媒体流。
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