SYSTEMS AND METHODS FOR SECURE RECORDING IN A CUSTOMER CENTER ENVIRONMENT

摘要

Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.

主权项

1. A method comprising:
recording data associated with a communication session at a recorder, the data being acquired by a capture ending at a media distribution device, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in an optimal fashion.