Abstract: Included are embodiments of a method for recording in an Internet Protocol (IP) environment. At least one embodiment includes receiving data related to a communication, generating a copied version of at least a portion of the received data, and modifying the copied version of the received data. Other embodiments include sending at least a portion of the modified copied version of the received data to a recording device.

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: Systems and methods for protecting information provided to an agent via a communication network are provided. In this regard, a representative method comprises: receiving a communication via a communication network, the communication including information that is to be protected; routing the communication to an agent; recording at least a portion of the communication; identifying the information that is to be protected from the communication; and preventing unauthorized access to the information during replay of the portion of the communication.

Abstract: Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

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: Systems and methods for providing recording as a network service are provided. A representative method incorporates: communicating instructions to a network, the instructions indicating that IP packets associated with a communication that is to be recorded are to be directed to long term storage such that the network: receives the instructions; determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded; and directs information corresponding to the IP packets associated with the communication to a long term storage device.

Abstract: Systems and methods for capturing communication signals are provided. An exemplary method comprises the steps of: receiving communication signals of various types; determining whether to record the received communication signals; responsive to determining that the received communication signals are to be recorded, determining types of communication signals associated with the received communication signals; responsive to determining the types of communication signals, determining multiple interfaces that facilitate recording of the communication signals; and recording the communication signals via the corresponding multiple interfaces.

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: communicating with the customer center communication system via a proxy server; determining whether to record a media stream associated with the communication session based on communication between the customer center communication system and the proxy server; and responsive to determining that the media stream is to be recorded, recording the media stream from the communication session.

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.