Call Recording Controller for Intelligent Media Stream Routing
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Solution Overview
Problem
Traditional passive tap recording techniques in telephony environments lack intelligence for managing and recording media communications, leading to limitations in enhancing recording features within customer telephony systems.
Innovation Solution
Implementing a system that uses a proxy server to route and record media streams based on call control protocols and policies, allowing for intelligent management and recording of communication sessions between customers and agents, including failover solutions for recorder and proxy server failures.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If passive tap recording technique is used, then minimum intrusion into communication system is achieved, but intelligence for managing and recording media communications is lacking
Solution Approach 1:
The patent introduces a call recording controller as an intermediary component that sits between the communication system and recorders. This controller actively manages recording operations by receiving call control messages, determining which calls should be recorded based on policies, and directing recorders to capture specific media streams. This intermediary layer adds intelligence without requiring modification of the core communication system, thus maintaining minimum intrusion while enabling automated recording management.
2Adaptability or versatility
If recorders are deployed at media processing device or distribution devices, then recording coverage is improved, but device complexity increases
Solution Approach 1:
The patent extracts the recording management functionality from the complex media processing devices and distribution devices, placing it instead in a dedicated call recording controller. This separation allows recorders to be deployed at various points in the network (media processing devices, distribution devices, or standalone) without increasing the complexity of the core communication infrastructure. The controller handles all the intelligence, while recorders simply execute recording commands.
Solution Approach 2:
The call recording controller serves multiple functions: it manages recording policies, routes media streams to appropriate recorders, handles failover scenarios, and interfaces with various types of recorders. This universal controller can work with different recorder deployments (at media processing devices, distribution devices, or standalone), providing adaptability without requiring each device to become more complex.
3Ease of manufacture
If traditional passive tap recording is deployed, then cost effectiveness is achieved, but recording features cannot be enhanced within customer telephony system
Solution Approach 1:
The call recording controller acts as a cost-effective intermediary that enables enhanced recording features without requiring expensive modifications to the core telephony system. It provides intelligent recording management, policy-based call selection, and integration with existing recorders, all while maintaining compatibility with traditional passive tap recording techniques. This approach allows feature enhancement at a fraction of the cost of redesigning the entire telephony infrastructure.
Data Source
AI summary
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.