CA2376157A1 - A system and method for call record creation and processing - Google Patents

A system and method for call record creation and processing Download PDF

Info

Publication number
CA2376157A1
CA2376157A1 CA002376157A CA2376157A CA2376157A1 CA 2376157 A1 CA2376157 A1 CA 2376157A1 CA 002376157 A CA002376157 A CA 002376157A CA 2376157 A CA2376157 A CA 2376157A CA 2376157 A1 CA2376157 A1 CA 2376157A1
Authority
CA
Canada
Prior art keywords
call
call record
telephone
master
record
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002376157A
Other languages
French (fr)
Other versions
CA2376157C (en
Inventor
Valerie Bscheider
David A. Glowny
John E. Richter
Phil Min Ni
David A. Diamond
Trong Nguyen
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Nice Systems Inc
Original Assignee
Individual
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US09/328,298 external-priority patent/US6246752B1/en
Priority claimed from US09/328,299 external-priority patent/US6249570B1/en
Priority claimed from US09/328,294 external-priority patent/US6252946B1/en
Priority claimed from US09/328,295 external-priority patent/US6252947B1/en
Application filed by Individual filed Critical Individual
Publication of CA2376157A1 publication Critical patent/CA2376157A1/en
Application granted granted Critical
Publication of CA2376157C publication Critical patent/CA2376157C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42221—Conversation recording systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/30—Aspects of automatic or semi-automatic exchanges related to audio recordings in general
    • H04M2203/301—Management of recordings
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2218—Call detail recording
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323—PBX's with CTI arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Telephone Function (AREA)
  • Meter Arrangements (AREA)
  • Sub-Exchange Stations And Push- Button Telephones (AREA)
  • Indicating And Signalling Devices For Elevators (AREA)

Abstract

A system and method for monitoring a telephone switching environment. In a preferred embodiment the system and method construct a call record for each telephone call;
receive data regarding telephony events; match a received telephony event with a call record;
update the matching call record based on the received telephony event data;
and combine the updated call record with data indicating the location of recorded audio data for the segment of the call, to generate a master call record representing the lifetime of the telephone call.
Additionally, the system and method are capable of assembling and playing back segments of telephone calls using the recorder locations described in the master call record for each telephone call, and of using the master call record to display a graphical representation of the telephone call.
CA002376157A 1999-06-08 2000-06-08 A system and method for call record creation and processing Expired - Lifetime CA2376157C (en)

Applications Claiming Priority (9)

Application Number Priority Date Filing Date Title
US09/328,298 1999-06-08
US09/328,299 1999-06-08
US09/328,294 1999-06-08
US09/328,298 US6246752B1 (en) 1999-06-08 1999-06-08 System and method for data recording
US09/328,295 1999-06-08
US09/328,299 US6249570B1 (en) 1999-06-08 1999-06-08 System and method for recording and storing telephone call information
US09/328,294 US6252946B1 (en) 1999-06-08 1999-06-08 System and method for integrating call record information
US09/328,295 US6252947B1 (en) 1999-06-08 1999-06-08 System and method for data recording and playback
PCT/US2000/015748 WO2000076188A1 (en) 1999-06-08 2000-06-08 A system and method for call record creation and processing

Publications (2)

Publication Number Publication Date
CA2376157A1 true CA2376157A1 (en) 2000-12-14
CA2376157C CA2376157C (en) 2009-03-24

Family

ID=27502378

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002376157A Expired - Lifetime CA2376157C (en) 1999-06-08 2000-06-08 A system and method for call record creation and processing

Country Status (11)

Country Link
EP (1) EP1183852A4 (en)
CN (1) CN1369170A (en)
AU (1) AU5329200A (en)
CA (1) CA2376157C (en)
DE (1) DE1183852T1 (en)
ES (1) ES2191574T1 (en)
HK (1) HK1045231A1 (en)
IL (4) IL146901A0 (en)
MX (1) MXPA01012606A (en)
NZ (1) NZ516066A (en)
WO (1) WO2000076188A1 (en)

Families Citing this family (17)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB0000735D0 (en) * 2000-01-13 2000-03-08 Eyretel Ltd System and method for analysing communication streams
AU5673501A (en) * 2000-05-15 2001-11-26 Matsushita Electric Industrial Co., Ltd. Voice storage system, exchanger and voice storage apparatus
GB0029574D0 (en) 2000-12-02 2001-01-17 Hewlett Packard Co Recordal service for voice communications
AU2002222479B2 (en) 2000-12-12 2007-04-05 Nice Systems Ltd. A method and system for monitoring and recording voice from circuit-switched switches via a packet-switched network
EP1286524A1 (en) * 2001-08-22 2003-02-26 Siemens Aktiengesellschaft Generating a message record of a conversation between telephone agents and transmitting information regarding the message record to a telephone agent who has requested it
US6868141B2 (en) 2001-08-22 2005-03-15 Siemens Aktiengesellschaft Method and telephone agent system for generating a message record of at least a part of a conversation between telephone agents and for transmitting information regarding the message record to the telephone agent requesting it
KR100608780B1 (en) * 2004-05-07 2006-08-08 엘지전자 주식회사 A method and a apparatus of displaying communication history for mobile phone
GB0501939D0 (en) * 2005-01-29 2005-03-09 Retell Holdings Ltd A telephone system
CN1984181B (en) * 2006-04-21 2010-08-04 华为技术有限公司 Method for collecting talk record
CN101997993A (en) * 2009-08-25 2011-03-30 北京合力金桥软件技术有限责任公司 Method for applying embedded memory database by CTI
CN103220420B (en) * 2013-04-07 2015-02-25 广东欧珀移动通信有限公司 Method and device for permanently storing call record
CN103297419B (en) * 2013-04-23 2016-01-20 携程计算机技术（上海）有限公司 Line rolls off the production line upper data fusion method and system
CN105100378A (en) * 2014-05-19 2015-11-25 腾讯科技（深圳）有限公司 Method and device for processing mobile terminal communication records
US9787534B1 (en) 2015-01-15 2017-10-10 Amdocs Software Systems Limited System, method, and computer program for generating event tests associated with a testing project
CN108401194B (en) * 2018-04-27 2020-06-30 广州酷狗计算机科技有限公司 Time stamp determination method, apparatus and computer-readable storage medium
CN109830248B (en) * 2018-12-14 2020-10-27 维沃移动通信有限公司 Audio recording method and terminal equipment
CN113067848B (en) * 2021-02-05 2023-09-26 厦门亿联网络技术股份有限公司 Call record synchronization method and system and electronic equipment

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5533103A (en) * 1994-04-28 1996-07-02 Electronic Information Systems, Inc. Calling system and method
US5982857A (en) * 1994-10-17 1999-11-09 Apropros Technology Voice recording method and system providing context specific storage and retrieval
US5867559A (en) * 1996-02-20 1999-02-02 Eis International, Inc. Real-time, on-line, call verification system

Also Published As

Publication number Publication date
AU5329200A (en) 2000-12-28
WO2000076188A1 (en) 2000-12-14
EP1183852A4 (en) 2005-11-23
IL182674A0 (en) 2007-09-20
NZ516066A (en) 2003-07-25
HK1045231A1 (en) 2002-11-15
EP1183852A1 (en) 2002-03-06
DE1183852T1 (en) 2003-06-26
IL182674A (en) 2009-07-20
ES2191574T1 (en) 2003-09-16
CA2376157C (en) 2009-03-24
MXPA01012606A (en) 2002-06-21
IL182673A0 (en) 2007-09-20
IL182673A (en) 2009-07-20
IL182675A (en) 2009-07-20
CN1369170A (en) 2002-09-11
IL182675A0 (en) 2007-09-20
IL146901A0 (en) 2002-08-14

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Legal Events

Date Code Title Description
EEER Examination request
MKEX Expiry

Effective date: 20200608

MKEX Expiry

Effective date: 20200608