Gateway Recording Using RTCP for Metadata Correlation
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Solution Overview
Problem
In gateway recording environments, correlating auxiliary business information with a media stream is challenging due to the lack of correlating information in the primary communication channel, especially when calls are diverted away from phones, making it difficult to capture context and business metadata.
Innovation Solution
Utilizing Real Time Control Protocol (RTCP) information or any secondary communication channel to correlate business metadata, either directly using phone extensions or through indirect operations like call ID-to-universal call ID-to-phone extension, and leveraging primary communication channel information for indirect correlation, such as using CALLID or UCID in SIP signaling to resolve agent phone extensions and access auxiliary business information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If centralized recording is implemented at the ingress or egress point, then the number of interception points is reduced and network topology is simplified, but correlating auxiliary business information with media streams becomes difficult when calls are diverted away from phones
Solution Approach 1:
The patent introduces RTCP (Real-Time Control Protocol) as an intermediary communication channel to carry correlating information between media streams and auxiliary business information systems. When calls are diverted away from phones, the RTCP channel maintains the correlation path by providing alternative routes for correlation data, thus preventing information loss while preserving the simplified centralized recording architecture.
2Ease of operation
If the primary communication channel is used for correlation, then direct access to correlating information is available, but this information becomes unavailable when calls are routed through gateways or conference resources
Solution Approach 1:
The patent implements a dynamic correlation strategy that adapts the correlation path based on call flow conditions. When calls are routed directly to phones, the system uses the simple primary channel correlation. When calls are diverted through gateways or conference resources, the system dynamically switches to using RTCP channel correlation, maintaining reliability while preserving operational simplicity through automated path selection.
3Reliability
If RTCP secondary channel is used for correlation, then correlating information is available even when calls are diverted, but additional processing steps are required for indirect correlation operations
Solution Approach 1:
The patent applies preliminary action by pre-establishing RTCP communication channels and pre-configuring correlation mappings before calls are diverted. The system proactively sets up the alternative correlation path through RTCP, so when diversion occurs, the correlation information is already available through the pre-configured channel, reducing the actual processing complexity during the diversion event.
Data Source
AI summary
Systems and methods for using secondary communication channel information, such as RTCP information to facilitate correlating business information to allow gateway recording. Using information in this secondary communication channel the recording system can correlate the business metadata either directly (e.g., using a phone extension) or through one or more indirect operations (e.g., a call ID-to-universal call id-to-phone extension). Additionally, information in the primary communication channel may be used to perform an indirect operation to correlate auxiliary business information (e.g., using the CALLID or UCID in SIP signaling to resolve the agent's phone extension and thereby access auxiliary business information.)