PROCESS FOR DELIVERING REDUNDANT, DUPLICATE INTERACTION RECORDINGS

摘要

The requirement to record interactions by organizations is growing, driven by the need to improve the quality of customer interactions in combination with regulatory and fraud protection requirements. The necessity to provide resiliency as well as flexibility to have multiple copies of a recorded interaction is leading many organizations to investigate mechanisms to create multiple recordings of interactions from a single source. The purpose of this invention is to enable this capability on a standards compliant interaction recording source.

主权项

1. A method for producing multiple recordings of an interaction taking place over a communication network, the method comprising:
(a) providing a bridging service in communication with the communication network, the bridging service being configured to act as both a session recording client and a session recording server; (b) receiving, in the bridging service, a request from to record the interaction from a device of a user who will participate in the interaction; (c) intercepting the interaction in the bridging service; and (d) forwarding the interaction from the bridging service to a plurality of session recording servers on the communication network for recording the interaction.