System and method for handling call recording failures for a contact center

摘要

A system and method for handling call recording failures for a contact center. A processor receives information on a first media controller currently assigned to a telephony call. The first media controller bridges a first media path between the first and second communication devices and records, into a storage device, media exchanged in the first media path during the telephony call. The processor detects failure of the first media controller during the telephony call, where the failure of the first media controller tears down the first media path. In response to detecting the failure, the processor bridges a second media path between the first and second communication devices until a second media controller is identified. In response to the second media controller being identified, the second media controller is signaled to bridge and record media exchanged during the telephony call.

主权项

1. A method for handling call recording failures for a contact center comprising:
receiving by a processor information on a first media controller currently assigned to a telephony call, the first media controller bridging a first media path between the first and second communication devices and recording, into a storage device, media exchanged in the first media path during the telephony call; detecting by the processor failure of the first media controller during the telephony call, wherein the failure of the first media controller tears down the first media path; and in response to detecting the failure, bridging by the processor a second media path between the first and second communication devices until a second media controller is identified; and in response to the second media controller being identified, signaling the second media controller to bridge and record media exchanged during the telephony call.