Virtual communications identification system with integral archiving protocol

Patent metadata

Field	Value
Publication number	US-11475112-B1
Application number	US-201715702510-A
Country	US
Kind code	B1
Filing date	Sep 12, 2017
Priority date	Sep 12, 2016
Publication date	Oct 18, 2022
Grant date	Oct 18, 2022

Abstract

A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.

First claim

The invention claimed is:

1. A system of storing communications data in a contact center telephony environment, the system comprising:
a customer camera connected to a customer facing computer located at a customer kiosk connected to a conference bridge within the contact center telephony environment such that a customer using the customer facing computer is within a customer camera field of view;
a customer security camera having a first geographical area within a customer security camera field of view and positioned for recording customer interactions within the first geographical area and for recording customer on-screen data on the customer facing computer;
an agent interaction camera connected to a remote agent workstation and the conference bridge such that an agent using the remote agent workstation is within an agent interaction camera field of view;
a monitoring server comprising a processor and a memory coupled to the processor, the memory storing computer executable instructions that access a set of triggers that are stored on the monitoring server and that direct additional computer executable instructions to the remote agent workstation;
the remote agent workstation comprising respective applications operating thereon and in data communication with the monitoring server over the conference bridge, wherein the monitoring server and the remote agent workstation are configured with respective computer executable instructions to perform a method comprising the steps of:
receiving, at the monitoring server and via the conference bridge, multimedia updates from the remote agent workstation during a given multimedia communications session with the customer facing computer at the customer kiosk, the multimedia updates consisting of changes in remote agent workstation data processed by at least one of the respective applications on the remote agent workstation;
identifying, at the monitoring server, a trigger stored on the monitoring server within trigger condition data from the multimedia updates during the given multimedia communications session and upon identifying that the trigger on the monitoring server is present in the trigger condition data, then:
controlling, with the monitoring server, data recording of agent audio data and agent video imagery from the remote agent workstation; and
storing the customer on-screen data, the agent audio data and the agent video imagery in a call records database, wherein the controlling and the storing occur during the given multimedia communications session.

2. The system according to claim 1 , wherein the trigger condition data comprise facial recognition data for an agent at the remote agent workstation and the trigger condition comprises an agent identification.

3. The system according to claim 1 , wherein the trigger condition data comprises a voice signature for the agent at the remote agent workstation, and the system further comprising comparing the voice signature to the agent audio data for an agent identification.

4. The system according to claim 1 , wherein the trigger condition data comprises facial recognition data for the customer within the customer camera field of view or the customer security camera field of view and the trigger comprises a customer identification.

5. The system according to claim 1 , wherein the trigger condition data comprises a voice signature for the customer at the customer facing computer, and the system further comprises comparing the voice signature to customer audio data for a customer identification.

6. The system according to claim 1 , further comprising analyzing customer audio data or customer video imagery from the customer facing computer for gender detection, race detection, voice accent detection, physical body attributes, voice volume detection, voice frequency patterns, facial obscurities, health symptoms, skin aberrations, and exposed flesh conditions in regard to the customer.

7. The system according to claim 1 , wherein the customer camera and the customer security camera forward respective versions of both customer audio data and customer video data to a first private branch exchange in communication with the conference bridge.

8. The system according to claim 7 , further comprising:
a local session border controller and a local load balancer connected to the first private branch exchange; and
an archival recording apparatus connected to the first private branch exchange, wherein the local session border controller or the local load balancer directs duplicate versions of the customer audio data, the customer video data, and the customer on-screen data to the archival recording apparatus.

9. The system according to claim 1 , further comprising an agent security camera connected to the conference bridge and positioned for recording agent interactions within an agent workspace and a second geographical area and for recording agent on-screen data on the remote agent workstation.

10. The system according to claim 9 , wherein the agent security camera forwards the agent on-screen data to a second private branch exchange in communication with the conference bridge.

11. The system according to claim 10 , further comprising an archival recording apparatus connected to the conference bridge, wherein the second private branch exchange comprises a local session border controller and a local load balancer that direct duplicate versions of the agent audio data, the agent video imagery, and the agent on-screen data to the archival recording apparatus.

12. A system of storing communications data in a contact center telephony environment, the system comprising:
a customer camera connected to a customer facing computer connected to a conference bridge within the contact center telephony environment such that a customer using the customer facing computer is within a customer camera field of view;
a customer security camera having a first geographical area within a customer security camera field of view and positioned for recording customer interactions within the first geographical area and for recording customer on-screen data on the customer facing computer;
an agent interaction camera connected to a remote agent workstation and the conference bridge such that an agent using the remote agent workstation is within an agent interaction camera field of view;
an agent security camera connected to a network and positioned to encompass an agent workspace and a second geographical area within the agent security camera field of view;
an archival recording apparatus connected to the conference bridge;
a monitoring server comprising a processor and a memory coupled to the processor, the memory storing computer executable instructions that access a set of triggers that are stored on the monitoring server and that direct additional computer executable instructions to the remote agent workstation,
wherein the remote agent workstation comprises respective applications operating thereon and in data communication with the monitoring server, wherein the monitoring server and the remote agent workstation are configured with respective computer executable instructions to perform a method comprising the steps of:
receiving, at the monitoring server and via the conference bridge, multimedia updates from the remote agent workstation during a given multimedia communication session with the customer facing computer, the multimedia updates comprising changes in remote workstation data processed by at least one of the respective applications on the remote agent workstation;
identifying, at the monitoring server, a trigger stored on the monitoring server within trigger condition data from the multimedia updates

Assignees

• Verint Americas Inc

Inventors

• Williams Jamie Richard
• Calahan Marc
• Barnes Robert
• Nareddy Murali Mohan Reddy

Classifications

• H04L67/568

  Storing data temporarily at an intermediate stage, e.g. caching · CPC title

• H04M2203/558

  Databases · CPC title

• H04M3/51

  Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing} · CPC title

• H04M7/0051 Primary

  where the data service is a multimedia messaging service · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title