SYSTEM AND METHOD FOR IMPLEMENTING RECORDING PLANS USING A PRESENCE-BASED PLAN MANAGER

摘要

A system for implementing a recording plan based upon the presence of a client includes a client monitor (56) and a plan manager (58). The client monitor generates a presence message signifying the presence of a client on a network associated with the system The presence message (86) comprises a presence type and a client identity. The plan manager (58) receives the presence message from the client monitor and, in response, retrieves a plan template based upon the client identity and the presence type. The plan manager creates a recording plan associated with the client based at least in part upon the part template. In a preferred embodiment the system is used for recording of agents voice and data sessions in call centers.