Abstract: Methods and apparatus for recording agent activity and display information optionally redacting sensitive information from the recorded imagery prior to review by the agent's supervisor in a contact handling system are disclosed. The method can include recording image data displayed to the agent on a visual display during interaction by the agent with the contact media. The method can include audio recordings of what the agent heard and spoke that are combined with the recorded image data to simultaneously display the video and audio to a supervisor for quality assurance in the contact handling system. The method can further include modifying one or more selected pixels of the recorded image data to automatically exclude information from the recorded image data thereby creating redacted image data.

Abstract: Methods and apparatus for recording agent activity and display information optionally redacting sensitive information from the recorded imagery prior to review by the agent's supervisor in a contact handling system are disclosed. The method can include recording image data displayed to the agent on a visual display during interaction by the agent with the contact media. The method can include audio recordings of what the agent heard and spoke that are combined with the recorded image data to simultaneously display the video and audio to a supervisor for quality assurance in the contact handling system. The method can further include modifying one or more selected pixels of the recorded image data to automatically exclude information from the recorded image data thereby creating redacted image data.

Abstract: The present invention is a system, apparatus and method for voice over Internet protocol telephone (VoIP) calling using enhanced SS7 signaling packets and may include localized time slot interchanging. A system embodiment of the invention includes originating and terminating VoIP gateway switches in communication with the public switched telephone network (PSTN) and also in communication with an IP-based packet network, such as the Internet, for transmitting packets. The VoIP gateway switches are configured to exchange enhanced SS7 signaling packets over the IP-based packet network for setting up and tearing down VoIP telephone calls. A method of placing a VoIP telephone call in accordance with the present invention includes initiating a telephone call to a destination and connecting the telephone call to an originating VoIP gateway switch using enhanced SS7 signaling packets.