Endpoint Recording via Soft Switch Duplication
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Traditional passive tap recording techniques face challenges in recording communication signals in distributed telephony systems, especially with the adoption of Voice over Internet Protocol (VoIP) and increased network security, leading to high recorder deployment costs and low usage in contact centers with multiple branches.
Innovation Solution
The method involves deploying recording devices anywhere on the IP network, using a soft switch, conference bridge, phone, or media application server to duplicate and transmit communication signals, allowing for selective recording based on business policies and load balancing, without requiring devices along communication routes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If passive tap recorders are deployed at each branch office to record communications, then recording coverage is improved, but device complexity and deployment cost increase significantly
Solution Approach 1:
The patent introduces an intermediary recording system that connects to the centralized soft switch rather than deploying recorders at each branch office. This intermediary approach allows a single recording system to capture communications from multiple branches by intercepting calls at the centralized call processing point, thereby reducing deployment complexity while maintaining recording coverage.
Solution Approach 2:
The recording system is designed to serve multiple branch offices simultaneously through a single deployment. By connecting to the centralized soft switch that handles calls for all branches, one recording system can monitor and record communications across the entire distributed network, eliminating the need for separate recorders at each location.
2Reliability
If a large number of recorders are deployed across multiple branch offices for quality monitoring, then recording coverage is improved, but cost effectiveness deteriorates
Solution Approach 1:
The recording system is designed to serve multiple branch offices simultaneously through a single deployment. By connecting to the centralized soft switch that handles calls for all branches, one recording system can monitor and record communications across the entire distributed network, eliminating the need for separate recorders at each location and significantly reducing deployment costs.
Solution Approach 2:
The patent merges the recording functions for multiple branch offices into a single centralized recording system. Instead of having separate recorders at each branch, the system combines all recording capabilities at one location that interfaces with the centralized soft switch, achieving cost effectiveness while maintaining comprehensive recording coverage.
3Object-affected harmful factors
If passive tap recording is used in distributed telephony systems with VoIP, then minimum intrusion is maintained, but recording capability deteriorates due to encryption and distributed architecture
Solution Approach 1:
The patent introduces an intermediary recording system that connects to the centralized soft switch rather than deploying recorders at each branch office. This intermediary approach allows a single recording system to capture communications from multiple branches by intercepting calls at the centralized call processing point, thereby reducing deployment complexity while maintaining recording coverage.
4Reliability
If recorders are deployed at media processing devices or distribution devices using network traffic monitoring, then recording capability is improved, but device complexity increases for each branch office
Solution Approach 1:
The patent introduces an intermediary recording system that connects to the centralized soft switch rather than deploying recorders at each branch office. This intermediary approach allows a single recording system to capture communications from multiple branches by intercepting calls at the centralized call processing point, thereby reducing deployment complexity while maintaining recording coverage.
Data Source
AI summary
Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmitting voice communications associated with the incoming call via the calling phone; duplicating the voice communications via the called phone; transmitting the duplicated voice communications via the called phone; and recording the duplicated voice communications.