US007613290B2
`
`(12) Ulllted States Patent
`Williams et al.
`
`(10) Patent No.:
`(45) Date of Patent:
`
`US 7,613,290 B2
`Nov. 3, 2009
`
`(54) RECORDING USING PROXY SERVERS
`
`(75)
`
`Inventors: Jamie Richard Williams, Alpharetta,
`GA (US); Marc Ca1ahaI1,W00dSt0C1<,
`GA (US); Thomas Z- Dongs Marietta:
`GA (US)
`(73) Assignee: Verint Americas Inc., Melville, NY
`(US)
`
`( * ) Notice:
`
`Subject to any disclaimer, the term of this
`patent is extended or adjusted under 35
`U.S.C. l54(b) by 269 days.
`
`(21) Appl" No‘ 11/540386
`
`(22)
`
`Filed:
`
`Sep. 29, 2006
`
`5,101,402 A
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`Prior Publication Data
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`US 2008/0080531 A1
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`
`(Continued)
`
`OTHER PUBLICATIQNS
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`(51)
`
`Int. Cl.
`(2006.01)
`H04M 1/54
`(2006.01)
`H04M 1/656
`(2006.01)
`H04M 3/523
`(200901)
`H04L 12/66
`(52) US. Cl.
`................ .. 379/265.07; 370/352; 370/353;
`370/356
`
`(58) Field of Classification Search .......... .. 379/265.06,
`379/112.01, 67.1; 709/204, 265.07; 370/352—356
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`.
`C
`( Ommue 9
`Primary Examiner—Harry S Hong
`(74)A[[0r1/leyl Agent] or Firm—Lawrence A, Aaronsona RC,
`
`(57)
`
`ABSTRACT
`
`Systems and methods for recording a communication session
`between a customer and an agent of a customer center com-
`munication system are provided. In this regard, a representa-
`tive method comprises: communicating with the customer
`center communication system via a proxy server; determin-
`ing 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 commu-
`nication SeSSi0’n
`'
`
`49 Claims, 8 Drawing Sheets
`
`Customer Telephony System
`
`205
`$4}
`CUSMW
`
`210: Z.
`
`225
`
`230
`
`\
`Call Cunlrol
`Server
`
`220
`
`J
`
`PArI‘Ea9n|1B1
`
`Pmerver
`240
`V J 242
`I
`Reoonfer
`
`
`
`"
`
`
`
`Recorder
`Recording System
`
`,
`
`245
`J
`
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`

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`US 7,613,290 B2
`Page 2
`
`U.S. PATENT DOCUMENTS
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`US 7,613,290 B2
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`
`* cited by examiner
`
`Ca||Copy
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`

`
`U.S. Patent
`
`Nov. 3, 2009
`
`Sheet 1 of8
`
`US 7,613,290 B2
`
`CUSTOMER CENTER TELEPHONY
`SYSTEM
`
`Cl ontrol
`Server(s)
`
`RECORDING SYSTEM
`
`Recording
`Control Server(s)
`
`FIG. 1
`
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`CallCopy
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`

`
`U.S. Patent
`
`Nov. 3, 2009
`
`Sheet 2 of8
`
`US 7,613,290 B2
`
`
`
`
`C ustomer
`Call Control
`Server
`
`Customer Telephony System
`
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`
`
`
`Recording System
`
`FIG. 2
`
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`1101-6
`
`

`
`U.S. Patent
`
`Nov. 3, 2009
`
`Sheet 3 of8
`
`US 7,613,290 B2
`
`on.0_n_mm.0_n_<m.0_u_
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`
`

`
`U.S. Patent
`
`Nov. 3, 2009
`
`Sheet 4 of8
`
`US 7,613,290 B2
`
`Customer Center Telephony System
`
`Recording System
`
`-_..._..,:
`
`Proxy Server
`\
`\
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`FIG. 4
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`

`
`U.S. Patent
`
`Nov. 3, 2009
`
`Sheet 5 of8
`
`US 7,613,290 B2
`
`Customer Center Telephony System
`
`Recording System
`
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`CallCopy
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`

`
`U.S. Patent
`
`Nov. 3, 2009
`
`Sheet 6 of8
`
`US 7,613,290 B2
`
`START
`
`COMMUNICATE WITH A CUSTOMER CENTER
`
`TELEPHONY SYSTEM USING A PROXY SERVER
`
`STORE RECORDING INFORMATION IN THE PROXY SERVER
`
`605
`
`610
`
`615
`
`DETERMINE WHETHER TO RECORD MEDIA STREAMS BASED ON
`
`TELEPHONY SYSTEM AND THE PROXY SERVER
`
`THE COMMUNICATION BETWEEN THE CUSTOMER CENTER
`
`RESPONSIVE TO THE DETERMINATION TO RECORD MEDIA
`
`SYSTEM BASED ON THE RECORDING INFORMATION
`
`STREAMS, PROVIDE RECORDING INSTRUCTIONS TO THE
`CUSTOMER CENTER TELEPHONY SYSTEM AND THE RECORDING
`
`620
`
`ASSOCIATE THE MEDIA STREAMS WITH EACH OTHER
`
`625
`
`63
`
`0
`
`INITIATE A RECORDING SESSION WITH THE RECORDING SYSTEM
`
`.
`
`635
`
`RECORD THE MEDIA STREAMS
`
`END
`
`FIG. 6
`
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`

`
`U.S. Patent
`
`Nov. 3, 2009
`
`Sheet 7 of8
`
`US 7,613,290 B2
`
`START
`
`705
`
`COMMUNICATE WITH A CUSTOMER CENTER TELEPHONY SYSTEM
`
`STORE RECORDING DATA RELATED TO RECORDING CRITERIA
`
`71 0
`
`71 5
`
`DETERMINE WHETHER TO RECORD MEDIA STREAMS OF THE
`
`CUSTOMER CENTER TELEPHONY SYSTEM AND THE PROXY SERVER
`
`INTERACTION BASED ON THE COMMUNICATION BETWEEN THE
`
`RESPONSIVE TO THE DETERMINATION TO RECORD MEDIA
`
`STREAMS, RECEIVE INFORMATION ABOUT THE MEDIA STREAMS
`TO FACILITATE ASSOCIATING THE MEDIA STREAMS ASSOCIATED
`
`WITH THE INTERACTION WITH EACH OTHER
`
`720
`
`TRANSMIT INSTRUCTIONS TO THE CUSTOMER TELEPHONY
`
`SYSTEM FOR INITIATING A RECORDING SESSION
`
`K 725
`
`727
`
`730
`
`ROUTE THE MEDIA STREAMS
`
`TO A RECORDING SUBSYSTEM
`
`RECEIVE AND RECORD THE MEDIA STREAMS
`
`FIG. 7
`
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`

`
`U.S. Patent
`
`Nov. 3, 2009
`
`Sheet 8 of8
`
`US 7,613,290 B2
`
`START
`
`RECEIVE ELECTRONIC KEYS
`
`805
`
`
` HOW TO
`DEC RYPT
`
`
`
`
`
`DIRECTLY FORWARD THE
`
`KEYS TO THE SELECTED
`
`
`
`
`
`DIRECT CUSTOMER CENTER
`
`TELEPHONY SYSTEM TO
`
`SEND ENCRYPTED
`
`RECORDER
`
`DUPLICATE MEDIA STREAMS
`TO THE PROXY SERVER
`
`
`
`825
`
`END
`
`FIG. 3
`
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`

`
`US 7,613,290 B2
`
`1
`RECORDING USING PROXY SERVERS
`
`TECHNICAL FIELD
`
`The present disclosure is generally related to recording
`media streams associated with interactions between custom-
`
`ers and agents.
`
`BACKGROUND
`
`A traditional passive tap recording technique includes
`recorders that are deployed along routes of communications.
`In this technique, each recorder operates similar to a “sniffer”
`by analyzing pass-by communication packets. The recorder
`records the packets corresponding to certain communication
`sessions based on its configuration.
`In an IP telephony environment at, for example, a customer
`center, recorders are typically deployed either at a voice gate-
`way, which interfaces between the Internet Protocol (IP) net-
`work and the public switched telephone network (PSTN), or
`at switches in order to stay along the routes of the communi-
`cations. This technique has the advantages, among others, of
`(1) minimum intrusion into a communication system, (2) cost
`effectiveness in deployment for companies with centralized
`office locations, and (3) easy scalability for compliance
`recording.
`To communicate with any agents at the customer center, a
`customer communication device, such as a time domain mul-
`tiplexing (TDM) or a voice over Internet Protocol (VoIP)
`phone, first sends communication signals to a call-processing
`device of the customer center, such as a soft switch. The
`communication signals can be sent either directly to the call-
`processing device in case of IP to IP communications or via a
`media processing device, such as a voice gateway in case of
`TDM to IP. The communication network can be a PSTN
`network or an IP-based network.
`
`Once the communication signals have been received, the
`call-processing device then routes the communication signals
`to an agent phone. After several rounds of communication
`signal exchange, media communications between the agent’ s
`phone and customer’s phone can proceed via the media pro-
`cessing device and distribution devices. The distribution
`devices are network routers and switches.
`
`In order to record the media communications using passive
`tapping, recorders are deployed at the media processing
`device or distribution devices using the network trafiic moni-
`toring or duplicating features, such as CiscoTM Switch Port
`Analyzer (SPAN) feature, on these devices. These tapping
`features are often available to the recorders that are directly
`connected to the media processing device or distribution
`devices, namely to recorders deployed a customer center
`telephony system.
`The traditional passive tap recording technique is typically
`deployed in a telephony environment that has little to no
`“intelligence” in managing and recording media communi-
`cations. Customer Centers are perpetually looking for ways to
`improve the recording features of their telephony compo-
`nents. One way, among others, is to provide more “intelli-
`gence” within the customer telephony system and the record-
`ing system.
`
`SUMMARY
`
`Systems and methods for recording a communication ses-
`sion between a customer and an agent of a customer center
`communication system are provided. In this regard, a repre-
`sentative method comprises: communicating with the cus-
`
`10
`
`15
`
`20
`
`25
`
`30
`
`35
`
`40
`
`45
`
`50
`
`55
`
`60
`
`65
`
`2
`
`tomer center communication system via a proxy server; deter-
`mining 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 commu-
`nication session.
`
`Other systems, methods, features, and advantages of the
`present disclosure will become apparent to one with skill in
`the art upon examination of the following drawings and
`detailed description. It is intended that all such additional
`systems, methods, features, and advantages be included
`within this description, be within the scope of the present
`disclosure, and be protected by the accompanying claims.
`
`BRIEF DESCRIPTION OF THE DRAWINGS
`
`Many aspects of the disclosure can be better understood
`with reference to the following drawings. The components in
`the drawings are not necessarily to scale, emphasis instead
`being placed upon clearly illustrating the principles of the
`present disclosure. Moreover, in the drawings, like reference
`numerals designate corresponding parts throughout the sev-
`eral views.
`
`FIG. 1 is a schematic diagram of an embodiment of a
`system in which media communications can be recorded
`using a proxy server;
`FIG. 2 illustrates an exemplary call flow in recording media
`streams associated with a call;
`FIGS. 3A-C illustrate exemplary call flows for recording
`two or more duplicated media streams associated with a call
`using a proxy server, such as that shown in FIG. 1;
`FIG. 4 is an exemplary schematic diagram that illustrates a
`recorder failover solution;
`FIG. 5 is an exemplary schematic diagram that illustrates a
`proxy failover solution;
`FIG. 6 is a flow diagram that illustrates an exemplary
`operation for recording media streams associated with a call;
`FIG. 7 is a flow diagram that illustrates an exemplary
`operation for recording an interaction between a customer
`and an agent using a proxy server, such as that shown in FIG.
`1; and
`FIG. 8 is a flow diagram that illustrates an exemplary
`operation of an embodiment of a proxy server, such as that
`shown in FIG. 1, that facilitates recording encrypted media
`streams from the customer center telephony system.
`
`DETAILED DESCRIPTION
`
`Disclosed are systems and methods for using intelligent
`proxy servers for recording media streams associated with
`interactions. The proxy servers serve as interfaces between a
`recording system, which may contain multiple recorders and
`other servers, and a customer center’s telephony infrastruc-
`ture. Depending on the customer center’s telephony infra-
`structure, the intelligent proxy servers can serve as standard
`session initiation protocol (SIP) proxies, H323 Gatekeepers,
`or proxy servers using other call control protocols.
`Customer center includes, but is not limited to, outsourced
`contact centers, outsourced customer relationship manage-
`ment, customer relationship management, voice of the cus-
`tomer, customer interaction, contact center, multi-media con-
`tact center, remote office, distributed enterprise, work-at-
`home agents, remote agents, branch ofiice, back office,
`performance optimization, workforce optimization, hosted
`contact centers, and speech analytics, for example.
`
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`
`US 7,613,290 B2
`
`3
`Additionally, included in this disclosure are embodiments
`of integrated workforce optimization platforms, as discussed
`in U.S. application Ser. No. 11/359,356, filed on Feb. 22,
`2006, entitled “Systems and Methods for Workforce Optimi-
`zation,” which is hereby incorporated by reference in its
`entirety. At least one embodiment of an integrated workforce
`optimization platform integrates: (1) Quality Monitoring/
`Call Recording—voice of the customer; the complete cus-
`tomer experience across multimedia touch points; (2) Work-
`force Management—strategic forecasting and scheduling
`that drives efficiency and adherence, aids in plarming, and
`helps facilitate optimum stafiing and service levels; (3) Per-
`formance Management—key performance indicators (KPIs)
`and scorecards that analyze and help identify synergies,
`opportunities and improvement areas; (4) e-Leaming—train-
`ing, new information and protocol disseminated to staff,
`leveraging best practice customer interactions and delivering
`learning to support development; and/or (5) Analytics—de-
`liver insights from customer interactions to drive business
`performance. By way of example, the integrated workforce
`optimization process and system can include planning and
`establishing goals—from both an enterprise and center per-
`spective—to ensure alignment and objectives that comple-
`ment and support one another. Such plarming may be comple-
`mented with forecasting and scheduling of the workforce to
`ensure optimum service levels. Recording and measuring
`performance may also be utilized, leveraging quality m