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    Systems and methods for secure recording in a customer center environment
    1.
    发明授权
    Systems and methods for secure recording in a customer center environment 有权
    在客户中心环境中安全记录的系统和方法

    公开(公告)号：US08724778B1

    公开(公告)日：2014-05-13

    申请号：US12968232

    申请日：2010-12-14

    申请人： Robert John Barnes ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Z. Dong ,  Damian Smith

    发明人： Robert John Barnes ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Z. Dong ,  Damian Smith

    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。

    Systems and methods for a secure recording environment
    5.
    发明授权
    Systems and methods for a secure recording environment 有权
    用于安全记录环境的系统和方法

    公开(公告)号：US08290871B1

    公开(公告)日：2012-10-16

    申请号：US12769541

    申请日：2010-04-28

    申请人： Joe Watson ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Z. Dong ,  Damian Smith

    发明人： Joe Watson ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Z. Dong ,  Damian Smith

    IPC分类号： G06F21/00 ,  H04L9/32

    CPC分类号： H04L63/0428 ,  G06Q20/3674 ,  H04L9/083 ,  H04L63/06 ,  H04L2209/60

    摘要： Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

    摘要翻译： 公开了用于在客户中心提供安全的捕获数据的系统和方法。 在一个实施例中，该方法包括：用记录系统捕获数据; 接收用于检索用于加密数据的电子密钥的请求; 响应于接收到所述请求，将所述电子密钥发送到所述记录系统; 使用电子密钥加密数据; 将电子密钥与加密数据相关联; 并将加密的数据存储在记录系统中。

    Systems and methods for recording resource association in a recording environment
    6.
    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。

    Systems and methods for recording resource association for a communications environment
    7.
    发明授权
    Systems and methods for recording resource association for a communications environment 有权
    用于记录通信环境的资源关联的系统和方法

    公开(公告)号：US08743730B2

    公开(公告)日：2014-06-03

    申请号：US11693828

    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： H04M1/65 ,  H04L12/50 ,  H04L12/26

    CPC分类号： H04L12/56

    摘要： Included are embodiments for determining an extension-to-channel mapping. At least one embodiment includes determining, at a first time, a first extension-to-channel mapping configuration, the first extension-to-channel mapping configuration including an indication that at least one extension is coupled to a first recording channel. Similarly, some embodiments include determining, at a second time, a second extension-to-channel mapping configuration, the second extension-to-channel mapping configuration including an indication that the at least one extension is coupled to a second recording channel. Similarly, some embodiments include creating an extension-to-channel map, the extension-to-channel map indicating a configuration of the at least one extension, the first recording channel, and the second channel during a time period between the first time and the second time.

    摘要翻译： 包括用于确定扩展到信道映射的实施例。 至少一个实施例包括在第一时间确定第一扩展到信道映射配置，第一扩展到信道映射配置包括至少一个扩展耦合到第一记录信道的指示。 类似地，一些实施例包括在第二时间确定第二扩展到信道映射配置，第二扩展到信道映射配置包括所述至少一个扩展耦合到第二记录信道的指示。 类似地，一些实施例包括创建扩展到频道映射，在第一时间和第二时间段之间的时间段期间，指示至少一个分机，第一记录频道和第二频道的配置的分机到频道映射 第二次。

    Systems and Methods for Recording Resource Association in a Recording Environment
    8.
    发明申请
    Systems and Methods for Recording Resource Association in a Recording Environment 有权
    记录环境中记录资源关联的系统和方法

    公开(公告)号：US20080240399A1

    公开(公告)日：2008-10-02

    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： H04M7/00

    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。