WebRTC Browser Call Recording via Media Stream Forking
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Solution Overview
Problem
Current call recording systems for WebRTC-enabled browsers in contact centers face challenges such as lack of call recording capabilities, high network bandwidth usage, and increased installation and maintenance costs due to the need for centralized resources and media servers, which hinder scalability and efficiency.
Innovation Solution
A call recording system that includes a monitor module for detecting call requests, a fork module for splitting media streams, and a record module for recording calls, allowing for scalable and bandwidth-efficient call recording without the need for extensive centralized resources, enabling supervisors to barge into calls and optimize bandwidth usage by creating web files from media streams.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If centralized media servers are deployed for call recording, then call recording capability is achieved, but network bandwidth usage increases and installation/maintenance costs increase
Solution Approach 1:
The patent extracts the call recording functionality from centralized media servers and implements it directly in WebRTC browsers using native browser forking capabilities. This removes the need for media streams to be redirected through centralized servers, thereby reducing network bandwidth consumption while maintaining reliable call recording.
Solution Approach 2:
The browser performs call recording autonomously using its built-in forking capability without requiring external media servers. Each browser independently records calls by forking its own media streams, eliminating the need for centralized resources and reducing overall network bandwidth usage.
2Reliability
If centralized media servers are deployed for call recording, then call recording capability is achieved, but installation and maintenance costs increase
Solution Approach 1:
The patent removes the dependency on centralized media servers by extracting recording functionality to the browser level. This eliminates the infrastructure costs associated with deploying, installing, and maintaining media servers, while still achieving reliable call recording through browser-native capabilities.
Solution Approach 2:
The patent uses the browser's built-in forking capability as a temporary, disposable recording mechanism that requires no permanent infrastructure investment. Each browser instance can record calls independently without requiring expensive, long-lived media server installations.
3Ease of operation
If WebRTC browsers are configured for point-to-point calls, then call simplicity is maintained, but call recording capability is lost
Solution Approach 1:
The patent dynamically activates the forking capability in WebRTC browsers only when recording is needed, rather than permanently configuring all browsers for forking. This maintains the simplicity of point-to-point calls for normal operations while enabling recording capability when required, resolving the contradiction between simplicity and recording functionality.
4Reliability
If media streams are redirected to media servers for recording, then complete call recording is achieved, but device complexity increases
Solution Approach 1:
The patent extracts the recording function from complex centralized media servers and implements it directly in browsers using native forking. This eliminates the need for complex media stream redirection through multiple servers, achieving complete recording with simpler system architecture.
Data Source
AI summary
A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes a fork module for forking media streams associated with the at least one WebRTC call. The call recording system further includes a record module for recording the forked media streams to record the at least one WebRTC call. The call recording system further includes a barge module for enabling a supervisor to barge into the at least one WebRTC call.