Virtual communications assessment system in a multimedia environment

Patent metadata

Field	Value
Publication number	US-11595518-B2
Application number	US-202017099134-A
Country	US
Kind code	B2
Filing date	Nov 16, 2020
Priority date	Sep 12, 2016
Publication date	Feb 28, 2023
Grant date	Feb 28, 2023

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 recording system comprising:
at least one agent computer configured to accommodate bi-directional communications over a network between the at least one agent computer and a remote computer, the at least one agent computer connected to a processor and memory configured with an archiving selection component;
a cluster of recording apparatuses connected to the network and configured to receive the bi-directional communications, the recording apparatuses configured to implement instructions received from the archiving selection component to:
selectively gather screen shots of the at least one agent computer during the bi-directional communications and store the screen shots with a respective time stamp;
selectively gather video data generated at the at least one agent computer and store the video data with a video time stamp;
selectively gather audio data generated at the at least one agent computer and store the audio data with an audio time stamp;

a load balancer distributing the bi-directional communications to respective recording apparatuses; and
an archival system connected to the network for storing the screen shots, the video data, and the audio data after assembling a consolidated communication according to the time stamps.

2. A recording system according to claim 1 , wherein the archiving selection component comprises computer implemented commands stored therein to selectively gather the screen shots, the video data, and the audio data according to a randomizing rule, a line of business rule, or by locating a third party tag within the bi-directional communications.

3. A recording system according to claim 1 , further comprising an archival system connected to the network for storing the screen shots, the video data, and the audio data after assembling a consolidated communication according to the time stamps as adjusted for drift errors.

4. A recording system according to claim 1 , wherein the respective recording apparatus is positioned in a first private branch exchange local to the at least one agent computer, the system further comprising a second recorder in data communication with a customer computer in a second private branch exchange, the second recorder selectively gathering remote audio, remote video, and remote screen shots from the customer computer according to corresponding instructions from the archiving selection component.

5. A recording system according to claim 1 , wherein the archiving selection component is stored in a data center between the at least one agent computer and the customer computer.

6. A recording system according to claim 1 , wherein the at least one agent computer is in communication with a load balancer comprising computer memory and a processor configured to parse the bi-directional communications into screen data, video data and audio data according to identification protocols accessible to the processor.

7. A recording system according to claim 1 , further comprising a respective portion of memory in the first recorder for audio data, video data, and screen shot data.

8. A recording system according to claim 1 , further comprising respective recorders for audio data, video data, and screen shot data.

9. A recording system according to claim 8 , further comprising an archival system connected to the network for storing the screen shots, the video data, and the audio data after assembling a consolidated communication according to the time stamps as adjusted for drift errors.

10. A recording system according to claim 9 , wherein the archival system comprises a consolidation component to pair audio data and screen shot data and store video data separately.

11. A recording system according to claim 9 , wherein the archival system operates according to rules based commands for down sampling for long term storage an incoming data stream according to content of audio data, video data, and screen shot data.

12. A recording system comprising:
at least one agent computer configured to accommodate bi-directional communications over a network between the at least one agent computer and at least one customer computer, wherein the bi-directional communications traverse a data center server;
a plurality of recording apparatuses connected over the network to the data center server, the at least one agent computer and the at least one customer computer;
a load balancer connecting the recording apparatuses to the at least one agent computer and the at least one customer computer and receiving data streams representing respective portions of the bi-directional communications, the load balancer directing the portions of the bi-directional communications to a selected recording apparatus for storing recordings of the portions to recording memory;
a topology processor tracking a respective status of bi-directional communications between pairs of the at least one agent computer and at least one customer computer and storing topology states in a topology memory bank, wherein the topology states comprise, for respective portions of the bi-directional communications, a data stream origination address, a data stream endpoint address, and a time stamp; and
an archival system connected to the network for storing the screen shots, the video data, and the audio data after assembling a consolidated communication according to the time stamps.

13. A recording system according to claim 12 , wherein said topology states comprise time based records of the data streams originating from the agent computer or the customer computer.

14. A recording system according to claim 12 , further comprising computer implemented instructions within the archival rules to identify one computer as an agent computer or a customer computer for storing recording streams according to the respective data stream origination address, data stream endpoint address, and time stamp for the identified one computer.

15. A recording system according to claim 12 , further comprising computer implemented instructions stored in the archival rules instructing the topology processor and load balancer to identify a selected delta signal from a selected data stream originating from or received by the identified one computer.

16. A recording system comprising:
at least one agent computer configured to accommodate bi-directional communications over a network between the at least one agent computer and a remote computer, the at least one agent computer connected to a processor and memory configured with an archiving selection component;
a cluster of recording apparatuses connected to the network and configured to receive the bi-directional communications, the recording apparatuses configured to implement instructions received from the archiving selection component to:
selectively gather screen shots of the at least one agent computer during the bi-directional communications and store the screen shots with a respective time stamp;
selectively gather video data generated at the at least one agent computer and store the video data with a video time stamp;
selectively gather audio data generated at the at least one agent computer and store the audio data with an audio time stamp;

a session border controller distributing the bi-directional communications to respective recording apparatuses; and
an archival system connected to the network for storing the screen shots, the video data, and the audio data after assembling a consolidated communication according to the time stamps.

Assignees

• Verint Americas Inc

Inventors

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

Classifications

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04L65/1066

  Session management · CPC title

• H04M3/50

  Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers (H04M3/487 takes precedence; centralised dictation systems H04M11/10); {Centralised arrangements for recording messages} · CPC title

• G06V40/172

  Classification, e.g. identification · CPC title

• H04M3/42221 Primary

  Conversation recording systems (at the subscriber's set H04M1/656) · CPC title