Using secondary channel information to provide for gateway recording

摘要

Systems and methods for using secondary communication channel information, such as RTCP information to facilitate correlating business information to allow gateway recording. Using information in this secondary communication channel the recording system can correlate the business metadata either directly (e.g., using a phone extension) or through one or more indirect operations (e.g., a call ID-to-universal call id-to-phone extension). Additionally, information in the primary communication channel may be used to perform an indirect operation to correlate auxiliary business information (e.g., using the CALLID or UCID in SIP signaling to resolve the agent's phone extension and thereby access auxiliary business information.)

主权项

1. A method of correlating information in a contact center interaction using a secondary information channel, comprising:
receiving a call at a gateway; routing the call to a Private Branch Exchanges (PBX); receiving, at a recorder, business information over a Computer Telephony Integration (CTI) information channel from the PBX; intercepting, at the recorder, information from the secondary information channel, wherein the information is one-way media traveling from the contact center to the recording center; using information intercepted from the secondary information channel to query the PBX to retrieve additional business information; and correlating the business information with the information intercepted from the secondary information channel and additional business information retrieved, wherein a single unique identifier is utilized for the interaction.