Communication method and communication system
US-2024422539-A1 · Dec 19, 2024 · US
Call event tagging and call recording stitching for contact center call recordings
US9178989B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9178989-B2 |
| Application number | US-201314015649-A |
| Country | US |
| Kind code | B2 |
| Filing date | Aug 30, 2013 |
| Priority date | Mar 15, 2013 |
| Publication date | Nov 3, 2015 |
| Grant date | Nov 3, 2015 |
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Abstract
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A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.
First claim
Opening claim text (preview).
The invention claimed is: 1. A method for recording media for a contact center comprising: receiving by a processor call metadata for a telephony call, the call metadata including a link to a recording of media exchanged during the telephony call; receiving by the processor a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call; storing by the processor the call metadata and the call event in…
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Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
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Frequently asked questions
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- What does patent US9178989B2 cover?
- A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurre…
- Who is the assignee on this patent?
- Genesys Telecomm Lab Inc
- What technology area does this patent fall under?
- Primary CPC classification H04M3/51. Mapped technology areas include Electricity.
- When was this patent published?
- Publication date Tue Nov 03 2015 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).