Unified IP Voice Recording Interface for Protocol Adaptation
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Solution Overview
Problem
Customer centers face challenges in efficiently recording communications data across different protocols and infrastructures, leading to high costs and time consumption when changing protocols, and a need for an interface to facilitate recording and setting changes in recording infrastructure.
Innovation Solution
A system and method for providing an interface in an Internet Protocol (IP) environment to facilitate the recording of communications sessions, using a receiving component to receive communications data and a providing component to offer an IP voice interface for recording, with a recording component that records data according to the interface, incorporating an IP voice interface library to manage and encapsulate wire-protocol for IP voice transmission.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If separate and independent recorders are used for different communication protocols (TDM, IP, screen capture), then each protocol can be recorded with dedicated hardware, but the device complexity and cost increase significantly
Solution Approach 1:
The patent combines multiple recording functions (TDM recorder, IP recorder, screen capture recorder) into a single integrated recording system. The recording component can handle different communication protocols and data types through a unified interface, eliminating the need for separate independent recorders for each protocol while maintaining reliable recording capabilities.
Solution Approach 2:
The recording component is designed with universal functionality to support multiple communication protocols (TDM, IP) and data types (audio, video, screen capture) through a single interface. This multi-functional design allows the same recording system to handle diverse recording requirements without requiring protocol-specific dedicated hardware.
2Adaptability or versatility
If different recording components are deployed for different communication protocols, then protocol-specific recording can be achieved, but the time and cost to implement protocol changes increase
Solution Approach 1:
The recording interface is designed to be dynamic and adaptable rather than static and protocol-fixed. The interface can dynamically adjust to different communication protocols (TDM, IP) and data formats without requiring physical hardware changes or complex reconfiguration. This dynamic capability enables quick adaptation to protocol changes while maintaining recording functionality.
Solution Approach 2:
The system handles protocol changes by modifying parameters and settings within the unified interface rather than requiring complete system reconfiguration. The recording component can adjust its operation parameters to accommodate different protocols, enabling flexible adaptation to changing communication standards without time-consuming implementation efforts.
3Productivity
If multiple separate recorders are used for TDM, IP, and screen capture, then each recording function can operate independently, but the cost of the recording infrastructure increases
Solution Approach 1:
The patent merges multiple recording functions into a single integrated recording component that handles TDM, IP, and screen capture data through one unified interface. This consolidation maintains the independence of recording functions while eliminating the need for multiple separate recorders, thereby reducing infrastructure cost while preserving recording capabilities.
Data Source
AI summary
Included are embodiments for providing an interface. At least one embodiment of a method includes receiving communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment and providing an interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol format.