Presence Server for Transparent VoIP Recording

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Solution Overview

Problem

In VoIP networks, detecting presence data and recording communications can be challenging, as existing methods often lack transparency and may not provide real-time availability information, leading to limitations in call center operations.

Innovation Solution

Implementing a system that subscribes to events in a call control protocol environment, using Session Initiation Protocol (SIP) to receive notifications for communications between devices, and employing recorder controllers to manage recording processes, including tagging data for retrieval and replay.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If passive taps and bridge connections are used for recording VoIP communications, then recording capability is achieved, but transparency and real-time presence detection are lost

Engineering Contradiction:

Improverecording capabilityVSAvoidpresence data

Core Design Contradiction:

ReliabilityVSLoss of information

Solution Approach 1:

The patent introduces a presence server as an intermediary component that receives presence information from user agents and makes it available to other participants. This mediator approach allows the system to maintain recording capability while also providing transparent presence detection, as the presence server intermediates between users and the recording system without requiring direct access to communication streams through passive taps.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Ease of manufacture

If traditional recording methods are used in VoIP networks, then recording functionality is provided, but real-time availability information is unavailable

Engineering Contradiction:

Improverecording functionalityVSAvoidreal-time availability information

Core Design Contradiction:

Ease of manufactureVSLoss of time

Solution Approach 1:

The patent implements preliminary action by having user agents proactively send presence information to the presence server before communications occur. This advance notification mechanism ensures that presence data is already available in the system when recording needs to be initiated, eliminating delays in obtaining real-time availability information while maintaining ease of recording implementation.

Inventive Principle:

Principle #10Preliminary action

3Device complexity

If passive sniffing is used for recording, then recording is achieved, but parties may not realize recording is taking place

Engineering Contradiction:

Improverecording implementationVSAvoidlack of transparency

Core Design Contradiction:

Device complexityVSObject-affected harmful factors

Solution Approach 1:

The patent implements feedback mechanisms where the system notifies participants about recording status. The presence server and associated components provide feedback to users regarding when recording is active, making the recording process transparent. This feedback approach maintains relatively simple implementation through standard protocol interactions while eliminating the harmful effect of users being unaware of recording activities.

Inventive Principle:

Principle #23Feedback

Data Source

PatentUS8139741B1Call control presence

Publication Date: 2012.03.20 VERINT AMERICAS INC

AI summary

Included are embodiments for detecting presence in a call control protocol environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.