| US 7,613,290 B2 | ||
| Recording using proxy servers | ||
| Jamie Richard Williams, Alpharetta, Ga. (US); Marc Calahan, Woodstock, Ga. (US); and Thomas Z. Dong, Marietta, Ga. (US) | ||
| Assigned to Verint Americas Inc., Melville, N.Y. (US) | ||
| Filed on Sep. 29, 2006, as Appl. No. 11/540,086. | ||
| Prior Publication US 2008/0080531 A1, Apr. 03, 2008 | ||
| Int. Cl. H04M 1/64 (2006.01); H04M 1/656 (2006.01); H04M 3/523 (2006.01); H04L 12/66 (2006.01) | ||
| U.S. Cl. 379—265.07 [370/352; 370/353; 370/356] | 49 Claims |
| 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 with a customer center communication system via a proxy server;
determining whether to record a media stream associated with a communication session based on the communication between the
customer center communication system and the proxy server;
responsive to determining that the media stream is to be recorded, transmitting instructions to the customer center communication
system to duplicate the media stream and transmitting the duplicated media stream to the proxy server, which transmits the
duplicated media stream to a recording system; and
receiving and recording the duplicated media stream associated with the communication session.
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