WO2008042459A3 - Recording using proxy servers - Google Patents

Recording using proxy servers Download PDF

Info

Publication number
WO2008042459A3
WO2008042459A3 PCT/US2007/066493 US2007066493W WO2008042459A3 WO 2008042459 A3 WO2008042459 A3 WO 2008042459A3 US 2007066493 W US2007066493 W US 2007066493W WO 2008042459 A3 WO2008042459 A3 WO 2008042459A3
Authority
WO
WIPO (PCT)
Prior art keywords
recording
media stream
communication system
proxy servers
customer center
Prior art date
Application number
PCT/US2007/066493
Other languages
French (fr)
Other versions
WO2008042459A2 (en
Inventor
Jamie Richard Williams
Thomas Z Dong
Marc Calahan
Original Assignee
Witness Systems Inc
Jamie Richard Williams
Thomas Z Dong
Marc Calahan
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 US11/541,252 external-priority patent/US7570755B2/en
Priority claimed from US11/541,313 external-priority patent/US7899178B2/en
Priority claimed from US11/540,086 external-priority patent/US7613290B2/en
Application filed by Witness Systems Inc, Jamie Richard Williams, Thomas Z Dong, Marc Calahan filed Critical Witness Systems Inc
Publication of WO2008042459A2 publication Critical patent/WO2008042459A2/en
Publication of WO2008042459A3 publication Critical patent/WO2008042459A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H04L67/1001—Protocols in which an application is distributed across nodes in the network for accessing one among a plurality of replicated servers
    • H04L67/1004—Server selection for load balancing
    • H04L67/1008—Server selection for load balancing based on parameters of servers, e.g. available memory or workload
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1083—In-session procedures
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H04L67/1001—Protocols in which an application is distributed across nodes in the network for accessing one among a plurality of replicated servers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H04L67/1001—Protocols in which an application is distributed across nodes in the network for accessing one among a plurality of replicated servers
    • H04L67/1004—Server selection for load balancing
    • H04L67/1019—Random or heuristic server selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H04L67/1001—Protocols in which an application is distributed across nodes in the network for accessing one among a plurality of replicated servers
    • H04L67/1004—Server selection for load balancing
    • H04L67/1023—Server selection for load balancing based on a hash applied to IP addresses or costs
    • 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
    • H04M3/42—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

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Computer Hardware Design (AREA)
  • General Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • General Business, Economics & Management (AREA)
  • Multimedia (AREA)
  • Computer And Data Communications (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

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.
PCT/US2007/066493 2006-09-29 2007-04-12 Recording using proxy servers WO2008042459A2 (en)

Applications Claiming Priority (6)

Application Number Priority Date Filing Date Title
US11/541,252 US7570755B2 (en) 2006-09-29 2006-09-29 Routine communication sessions for recording
US11/541,313 2006-09-29
US11/541,313 US7899178B2 (en) 2006-09-29 2006-09-29 Recording invocation of communication sessions
US11/540,086 US7613290B2 (en) 2006-09-29 2006-09-29 Recording using proxy servers
US11/541,252 2006-09-29
US11/540,086 2006-09-29

Publications (2)

Publication Number Publication Date
WO2008042459A2 WO2008042459A2 (en) 2008-04-10
WO2008042459A3 true WO2008042459A3 (en) 2008-11-20

Family

ID=37734921

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2007/066493 WO2008042459A2 (en) 2006-09-29 2007-04-12 Recording using proxy servers

Country Status (2)

Country Link
CA (1) CA2567232C (en)
WO (1) WO2008042459A2 (en)

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20140173096A1 (en) * 2012-12-19 2014-06-19 CTI Group (Holdings) Inc. Process for delivering redundant, duplicate interaction recordings
CN110324365B (en) * 2018-03-28 2023-01-24 网易（杭州）网络有限公司 Keyless front-end cluster system, application method, storage medium and electronic device
CN110534136B (en) * 2018-05-23 2022-02-01 北京京东尚科信息技术有限公司 Recording method and device

Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6782412B2 (en) * 1999-08-24 2004-08-24 Verizon Laboratories Inc. Systems and methods for providing unified multimedia communication services

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6782412B2 (en) * 1999-08-24 2004-08-24 Verizon Laboratories Inc. Systems and methods for providing unified multimedia communication services

Also Published As

Publication number Publication date
CA2567232A1 (en) 2007-02-05
CA2567232C (en) 2009-06-02
WO2008042459A2 (en) 2008-04-10

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