Abstract: 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.

Abstract: Systems and methods for recording audio are provided. In this regard, an representative method comprises: receiving audio information corresponding to an audio communication; receiving parameter information corresponding to a manner in which the audio communication is to be provided to a user in audible form; providing the audio information and the parameter information in the form of Internet Protocol (IP) packets; and recording the audio information and the parameter information provided by the IP packets.

Abstract: Included are systems and methods for distributive network control. Also embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.

Abstract: Systems and methods are disclosed for retrieving and playing back a secure, captured data in a customer center. In another embodiment, the method comprises: transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem; establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the retrieval component; transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data; receiving the electronic keys by the retrieval component; decrypting the stored, encrypted data using the electronic keys; and playing back the decrypted data.

Abstract: Systems and methods are disclosed for providing electronic keys that are used to encrypt and decrypt secure, captured data in a customer center. In one embodiment, the method comprises the steps of: establishing a secure communication over a network between the key management system and a retrieval component; transmitting a duplicate copy of at least one electronic key to a cache that is electrically coupled to the retrieval component; receiving a request to retrieve the electronic keys; and transmitting the retrieved electronic keys for decrypting the stored data.

Abstract: A method for monitoring communication includes intercepting one or more communication links, which are part of a communication system that includes a plurality of the communication links. Data content that is carried by the one or more communication links is decoded. First and second mathematical fingerprints related to the one or more intercepted communication links are computed by evaluating statistical characteristics of the data content decoded from the one or more communication links. The first and second fingerprints are compared to produce a matching result, and a predefined action is performed with respect to the one or more communication links responsively to the matching result.

Abstract: Systems and methods for analyzing communication sessions using fragments are provided. In this regard, a representative method includes: delineating fragments of an audio component of a communication session, each of the fragments being attributable to a party of the communication session; and automatically assessing quality of at least some of the fragments such that a quality assessment of the communication session is determined.

Abstract: Outputs of an automatic probabilistic event detection system, such as a fact extraction system, a speech-to-text engine or an automatic character recognition system, are matched with comparable results produced manually or by a different system. This comparison allows statistical modeling of the run-time behavior of the event detection system. This model can subsequently be used to give supplemental or replacement data for an output sequence of the system. In particular, the model can effectively calibrate the system for use with data of a particular statistical nature.

Abstract: Information is provided to on-air personnel that is synchronized to a playlist executed by a broadcast automation system. A type is defined within a broadcast automation system and is associated with studio segments and non-studio segments that follow studio segments in a playlist. As the playlist is executed, the broadcast automation system provides a count until the next segment with the specified type. The count is monitored and if the count matches a predetermined value, then a trigger is generated based on the predetermined value and the playlist. Each trigger is associated with a particular action, such as the display of a message on certain display units. Once the trigger is generated, the action is performed. The invention can be used to automatically provide countdown information to on-camera personnel based on the playlist.

Abstract: Systems and methods for recording multiple channels of incoming data. A system and method can receive data streams from a number of sources and distribute the data streams to a number of users. The plurality of data streams are stored in a storage device for later redistribution.

Abstract: Included are embodiments for multi-pass analytics. At least one embodiment of a method includes receiving audio data associated with a communication, performing first tier speech to text analytics on the received audio data, and performing second tier speech to text analytics on the received audio.

Abstract: Systems and methods of providing a desktop framework. The desktop framework may include an application framework component that includes a set of core libraries that provide desktop applications access to data and services, a download component that maintains versions of the desktop applications and core libraries installed on a computer, and a license component that tracks data use and access. The application framework exposes APIs to provide the desktop applications with access to the data and services. The application framework serves as a platform upon which the desktop applications share common data and logic.

Abstract: Systems and methods of providing alerts on a recording device. The alerting service is provided on a digital video recorder (DVR) or other computing device as an application that is loaded into memory. The DVR is configured with geographic information and is able to determine its geographic location. A data channel is used for receiving the emergency bulletins. A central database system receives the emergency bulletins and transmits to the DVR. The DVR may process the bulletins to select those which are geographically relevant. The DVR displays the bulletins on top of the video signal that it is sending to a display device. The bulletin is displayed even if the user is pausing, rewinding, fast-forwarding, altering the display of the program content, or controlling the DVR.

Abstract: Methods and system for preventing or allowing an installer application from installing applications based on a comparison of the installer application actions to profiles and rules. The profiles and rules are established (and periodically updated) to identify a particular software installation process as undesirable and stop, it from occurring. An install blocker processes the profiles and rules and compares them against what the installer is trying to do as part of its installation process. If the installer is attempting to install an application deemed undesirable, the user could then be notified, provided all of the information about what the installer was trying to do, and provided choice to allow the installation to continue.

Abstract: Systems and methods for creating one or more playlists of a predefined length. The invention allows dynamic creation of different playlists for differing times, locations, and other circumstances and also provides for the dynamic selection of products for inclusion in a playlist based on the content of one or more of the individual products. Creation of a playlist may be based on a priority scheme with priority values indicating the relative importance of the products. Creation may also involve determining or adjusting the lengths of one or more products selected for the playlist so that the total length of the playlist will equal a set, predetermined, or otherwise predefined playlist length. Methods and systems according to the present invention provide flexible, efficient, and manageable techniques for creating different playlists of similar product types for both varying circumstances (e.g., time, location, etc.) and varying products of those product types (e.g.

Abstract: Included are methods for facilitating routing of control data associated with a communication to a plurality of recorders. One such method, among others, includes receiving control data related to a communication and routing the received control data to at least one recorder via a layer 3 protocol.

Abstract: Systems and methods of providing a desktop framework. The desktop framework may include an application framework component that includes a set of core libraries that provide desktop applications access to data and services, a download component that maintains versions of the desktop applications and core libraries installed on a computer, and a license component that tracks data use and access. The application framework exposes APIs to provide the desktop applications with access to the data and services. The application framework serves as a platform upon which the desktop applications share common data and logic.

Abstract: Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmitting voice communications associated with the incoming call via the calling phone through a conference bridge; duplicating the voice communications via the conference bridge; transmitting the duplicated voice communications via the conference bridge; and recording the duplicated voice communications.

Abstract: A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording the occurrence of the identified parameter, a device for identifying the traffic stream associated with the identified parameter, a device for analyzing the recorded data relating to the occurrence, and a device, responsive to the analysis of the recorded data, for controlling the handling of communications traffic within the apparatus.

Abstract: A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording the occurrence of the identified parameter, a device for identifying the traffic stream associated with the identified parameter, a device for analyzing the recorded data relating to the occurrence, and a device, responsive to the analysis of the recorded data, for controlling the handling of communications traffic within the apparatus.