Systems and methods for endpoint recording using a media application server

摘要

Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming communication from a first communication device; routing the incoming communication to a second communication device in a call center; transmitting media communications associated with the incoming media communication between the first communication device and the second communication device through a media application server; duplicating the media communications via the media application server; transmitting the duplicated media communications via the media application server; and recording the duplicated media communications.

主权项

1. A computer implemented method for recording a communication, comprising the steps of:
receiving at a media application server an incoming Internet Protocol (IP) media communication originating from an IP communication device; upon receiving the IP media communication, routing and then transmitting the received incoming IP media communication to a communication device in a contact center; upon the transmitting, duplicating the received incoming IP media communication via the media application server; and upon the transmitting of the received incoming IP media communication to the communication device: selecting a recording device via the media application server, transmitting the duplicated media communication via the media application server to the selected recording device while the IP media communication is on-going, and recording the duplicated media communication at the selected recording device.