WebRTC Call Recording at Enterprise Network Edge
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Solution Overview
Problem
Modern contact centers configured to handle both SIP and WebRTC communications often fail to record WebRTC communications, despite the need for quality assurance and training purposes, due to the lack of recording capabilities in their systems.
Innovation Solution
A network edge system is employed to identify and record WebRTC communications by receiving identification information for endpoints, establishing the communication, and transferring packets to a storage system using Real-time Transport Protocol (RTP) with instructions for recording, allowing for secure and protocol-agnostic capture of WebRTC communications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a contact center is configured to handle WebRTC communications, then customer interaction capability is improved, but recording capability for quality assurance deteriorates
Solution Approach 1:
The patent introduces a network edge system as an intermediary between WebRTC communication endpoints. This intermediary captures and records communication packets without disrupting the original communication flow, enabling recording capability while maintaining WebRTC functionality. The edge system acts as a transparent mediator that intercepts packets, stores them for quality assurance purposes, and forwards them to their destinations.
Solution Approach 2:
The patent segments the WebRTC communication stream into individual packets that can be independently captured and recorded. By breaking down the continuous communication flow into discrete packet units, the system can selectively record specific communication segments while maintaining the overall communication integrity and enabling targeted quality assurance analysis.
2Reliability
If SIP communications are recorded, then quality assurance is improved, but WebRTC communications remain unrecorded
Solution Approach 1:
The patent implements a universal recording mechanism at the network edge that can handle multiple communication protocols including both SIP and WebRTC. The edge system is designed with protocol-agnostic packet capture capabilities that work across different communication standards, enabling a single system to provide quality assurance for diverse communication types without requiring separate recording infrastructure for each protocol.
3Reliability
If WebRTC communications are captured for recording, then quality training capability is improved, but network performance may deteriorate
Solution Approach 1:
The patent creates copies of WebRTC communication packets for recording purposes while allowing the original packets to continue flowing through the network to their destinations. The network edge system duplicates the packet data and sends copies to storage systems, rather than intercepting and halting the original communication flow. This copying approach enables quality training capability while minimizing impact on network performance since the original communication is not disrupted.
Data Source
AI summary
Embodiments disclosed herein provide systems and methods for recording WebRTC communications at a network edge. In a particular embodiment a method provides, in an edge system of a communication network, receiving identification information that identifies a first endpoint and a second endpoint between which a first WebRTC communication will be established. The method further provides establishing the first WebRTC communication between the first and second endpoints through the edge system using the identification information. Also, the method provides identifying packets for the first WebRTC communication and recording the packets to a storage system.