Abstract: Techniques that enable automatic failover for media stream (e.g., VoIP call) recording devices or servers are presented. In one embodiment, a technique includes designating, from among a plurality of recording servers in a cluster of recording servers, a home recording node that will record a media stream flowing between a first endpoint and a second endpoint, designating, from the plurality of recording servers, an alternate recording node, providing, from, e.g., the home recording node to the alternate recording node, media stream information sufficient to allow the alternate recording node to take over recording of the media stream in the event the home recording node can no longer record the media stream, detecting that the home recoding node can no longer record the media stream, and causing the media stream to be redirected to the alternate recording node to be recorded thereby.

Abstract: Techniques that enable automatic failover for media stream (e.g., VoIP call) recording devices or servers are presented. In one embodiment, a technique includes designating, from among a plurality of recording servers in a cluster of recording servers, a home recording node that will record a media stream flowing between a first endpoint and a second endpoint, designating, from the plurality of recording servers, an alternate recording node, providing, from, e.g., the home recording node to the alternate recording node, media stream information sufficient to allow the alternate recording node to take over recording of the media stream in the event the home recording node can no longer record the media stream, detecting that the home recoding node can no longer record the media stream, and causing the media stream to be redirected to the alternate recording node to be recorded thereby.

Abstract: A method, a system and computer readable storage media facilitate establishing a plurality of simultaneously occurring communication sessions between call agent devices and customer devices at a call center communication system. Each communication session is monitored to determine a priority score associated with each communication session, where each priority score provides an indication of a potential problem associated with the corresponding communication session. An indication of the priority score associated with each communication session is provided to a supervisor device.

Abstract: A method, a system and computer readable storage media facilitate establishing a plurality of simultaneously occurring communication sessions between call agent devices and customer devices at a call center communication system. Each communication session is monitored to determine a priority score associated with each communication session, where each priority score provides an indication of a potential problem associated with the corresponding communication session. An indication of the priority score associated with each communication session is provided to a supervisor device.