Recording invocation of communication sessions

摘要

Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.

主权项

1. A method for recording a communication session of a customer center communication system between a customer and an agent, comprising the steps of:
communicating a request by the agent with a proxy server to request services of a customer communication system; routing a media stream associated with a communication session to the agent using the proxy server in response to the request; determining whether to record the media stream associated with a communication session; transmitting instructions from the proxy server to the customer center communication system to duplicate the media stream; transmitting the duplicated media stream to a recording system in accordance with information associated with call events that is contained in a control protocol associated with the media stream; and receiving and recording the duplicated media stream associated with the communication session at the recording system.