System and method for recording calls in a WebRTC contact center

Patent metadata

Field	Value
Publication number	US-9178998-B2
Application number	US-201313795392-A
Country	US
Kind code	B2
Filing date	Mar 12, 2013
Priority date	Mar 12, 2013
Publication date	Nov 3, 2015
Grant date	Nov 3, 2015

Abstract

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.

First claim

What is claimed is:

1. A call recording system for recording calls in an enterprise, comprising:
a monitor module configured to monitor and detect at least one request to establish a Web Real-Time Communication (WebRTC) call with an agent of the enterprise;
a fork module configured to fork media streams associated with the at least one WebRTC call, wherein the forking is initiated from a WebRTC enabled browser of the agent or a user outside the enterprise; and
a record module…

Assignees

• Avaya Inc

Inventors

• O'Connor Neil

Classifications

• H04M3/5191

  Electricity · mapped topic

• H04M3/42221

  Electricity · mapped topic

• H04M1/656

  Electricity · mapped topic

• H04M3/5175 Primary

  Electricity · mapped topic