Media Server Taps for Uninterrupted Communication Recording
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Solution Overview
Problem
Current telecommunication systems face challenges in creating uninterrupted 'cradle to grave' recordings of communications in contact centers, particularly when handling digital communications, as they require resource-intensive rerouting and incur latency, reducing scalability and flexibility.
Innovation Solution
A system utilizing a media server to create monitoring taps for digital communication packets, allowing for seamless recording and monitoring without order or timing adjustments, even during transfers or hold queues, with minimal latency and the ability to pause recordings with audio markers for interruptions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If communication is rerouted through the main server for recording, then recording capability is achieved, but resource load increases and scalability reduces
Solution Approach 1:
The patent introduces a media server as an intermediary component between the communication endpoints and the main contact center server. The media server handles all recording and monitoring operations independently, allowing the main server to focus on core routing functions without resource-intensive recording tasks. This mediator architecture enables the system to scale more efficiently while maintaining reliable recording capabilities.
2Reliability
If communication is rerouted through the main server for recording, then recording capability is achieved, but resource load increases
Solution Approach 1:
The media server acts as a dedicated intermediary that assumes the resource-intensive recording and monitoring tasks. By offloading these operations from the main contact center server to a specialized media server, the system achieves reliable recording capability while significantly reducing the resource load on the main server, allowing it to handle more communications efficiently.
3Reliability
If recording requires server rerouting, then recording is achieved, but flexibility to create uninterrupted recordings reduces
Solution Approach 1:
The patent segments the recording function from the main communication routing function by introducing a dedicated media server. This segmentation allows the media server to independently manage recording operations, creating uninterrupted 'cradle-to-grave' recordings without requiring main server intervention during transfers or hold operations. The flexible tap architecture enables continuous recording association with communication parties regardless of routing changes.
Solution Approach 2:
The media server as an intermediary provides the flexibility to maintain continuous recordings during transfers and hold operations. By positioning the media server as the recording intermediary rather than relying on main server rerouting, the system can flexibly associate recordings with communication parties throughout their entire journey, including during transfers between agents or periods in hold queues.
4Loss of time
If tap passes packets through without adjustment, then latency is minimized, but recording accuracy during transfers may be affected
Solution Approach 1:
The media server tap acts as an intelligent intermediary that passes communication packets through with minimal latency while maintaining accurate recording. The tap architecture allows the media server to monitor and record packets without requiring order or timing adjustments, achieving both low latency and recording accuracy by independently handling recording operations without interfering with the real-time communication flow.
Data Source
AI summary
A communication system including a media server through which communication packets are exchanged for recording and monitoring purposes is disclosed. A tap is associated with each communication endpoint allowing for cradle to grave recording of communications despite their subsequent routing or branching. An incoming communication is routed to a first tap and upon selection of a receiving party; the first tap is routed to a second tap which forwards communication packets on to the receiving party. The taps may be used to forward communication packets to any number of other taps or destinations, such as a recording device, monitoring user, or other user in the form of a conference.