Proxy Server Recording for Telephony Systems

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

The implementation of intelligent proxy servers that communicate with customer center communication systems to determine and record media streams associated with communication sessions, utilizing protocols like SIP, H323, and MGCP to route and record media streams effectively.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Object-affected harmful factors

If traditional passive tap recording techniques are used, then minimum intrusion into the communication system is achieved, but intelligence for managing and recording media communications is lacking

Engineering Contradiction:

Improveintrusion into communication systemVSAvoidintelligence for managing and recording

Core Design Contradiction:

Object-affected harmful factorsVSExtent of automation

Solution Approach 1:

The patent introduces a recording system with a recorder and proxy server that acts as an intermediary between the telephony system and recording functions. The proxy server receives signaling information from the telephony system, determines recording requirements, and coordinates with the recorder to capture media streams without requiring direct integration with the telephony infrastructure, thus maintaining minimal intrusion while adding intelligent recording management capabilities

Inventive Principle:

Principle #24Intermediary (Mediator)

2Ease of manufacture

If recorders are deployed at media processing device or distribution devices using network traffic monitoring features, then recording capability is provided, but device complexity increases

Engineering Contradiction:

Improvedeployment of recording capabilityVSAvoidcomplexity of recording deployment

Core Design Contradiction:

Ease of manufactureVSDevice complexity

Solution Approach 1:

The patent extracts the recording control functionality from the telephony system components (media processing devices, distribution devices) and places it in a separate, dedicated recording system. The recorder is configured to receive signaling information from the telephony system via a proxy server, allowing recording capability to be added without increasing the complexity of existing telephony devices

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The proxy server serves as an intermediary that simplifies the deployment architecture by centralizing the intelligence for determining recording requirements. Instead of embedding complex recording logic in multiple telephony devices, the proxy server handles all recording decisions and coordinates with a single recorder, reducing overall system complexity

Inventive Principle:

Principle #24Intermediary (Mediator)

3Adaptability or versatility

If more intelligence is provided within the customer telephony system and recording system, then recording features are improved, but device complexity increases

Engineering Contradiction:

Improverecording features intelligenceVSAvoidcomplexity of telephony and recording system

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent introduces a recording system with a recorder and proxy server that acts as an intermediary between the telephony system and recording functions. The proxy server receives signaling information from the telephony system, determines recording requirements, and coordinates with the recorder to capture media streams without requiring direct integration with the telephony infrastructure, thus maintaining minimal intrusion while adding intelligent recording management capabilities

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent segments the recording functionality into a separate, independent recording system comprising a recorder and proxy server. This segmentation allows the telephony system to maintain its existing simplicity while the recording system provides enhanced intelligence for managing and recording media communications. The proxy server handles all complex recording logic, keeping the telephony system components simple

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS7613290B2Recording using proxy servers

Publication Date: 2009.11.03 VERINT AMERICAS INC

AI summary

Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: communicating with the customer center communication system via a proxy server; determining whether to record a media stream associated with the communication session based on communication between the customer center communication system and the proxy server; and responsive to determining that the media stream is to be recorded, recording the media stream from the communication session.