Patents by Inventor Marc Calahan

Marc Calahan has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Patent number: 8204053
    Abstract: IP packets associated with a communication are received at a first network device in an IP recording system. The first network device communicates to other devices in the IP recording network to receive a determination if the IP packets associated with the communication are to be recorded. The first network device may then be instructed to direct the IP packets associated with the communication to a recording device. In some implementations, the IP packets may duplicated, encrypted, re-encoded, compressed, etc. prior to recording.
    Type: Grant
    Filed: January 16, 2009
    Date of Patent: June 19, 2012
    Assignee: Verint Americas, Inc.
    Inventors: Jamie Richard Williams, Marc Calahan, Robert John Barnes
  • Patent number: 8199886
    Abstract: Included are embodiments for recording communications. At least one embodiment of a method includes receiving an invite message relating to a communication between a first communications device and a second communications device, extracting information associated with the communication, and tagging the extracted information from a header, the extracted information being associated with the communication.
    Type: Grant
    Filed: December 7, 2006
    Date of Patent: June 12, 2012
    Assignee: Verint Americas, Inc.
    Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
  • Patent number: 8170184
    Abstract: Included are embodiments for channel mapping. At least one embodiment of a system includes an initiating component configured to initiate a communication with a communications device, the communications device being coupled to a first extension. Some embodiments include a receiving component configured to receive recording data from a plurality of extensions at a plurality of recording resources, the plurality of extensions including the first extension and at least one other extension. Similarly, some embodiments include a first determining component configured to determine a channel that received the initiated communication.
    Type: Grant
    Filed: March 30, 2007
    Date of Patent: May 1, 2012
    Assignee: Verint Americas, Inc.
    Inventors: Marc Calahan, Jamie Richard Williams, Kenneth Richard Brodhagen, Damian Smith, Robert John Barnes
  • Patent number: 8139741
    Abstract: Included are embodiments for detecting presence in a call control protocol environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.
    Type: Grant
    Filed: April 28, 2010
    Date of Patent: March 20, 2012
    Assignee: Verint Americas, Inc.
    Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
  • Patent number: 8130926
    Abstract: Included are embodiments for recording data from a communication. A least one embodiment includes a system for recording data from a communication. Embodiments of a system include a controller component configured to receive control data associated with a communication and a first switching component configured to receive media data associated with the communication from a first communications device via a first receive port. Similarly, some embodiments include a recording component coupled to the connection line, the recording component configured to receive at least a portion of the media data from the connection line.
    Type: Grant
    Filed: December 8, 2006
    Date of Patent: March 6, 2012
    Assignee: Verint Americas, Inc.
    Inventors: Marc Calahan, Mark Edmund Coleman
  • Patent number: 8130925
    Abstract: Included are embodiments for recording data from a communication. At least one embodiment includes receiving media data associated with the communication from a first communications device at a first receive port and sending the received media data to a first transmit port, wherein the first transmit port is coupled to a second receive port. Some embodiments include sending the received media data to a recording device via a connection with the recorder, the connection being located on the coupling of the first transmit port and the second receive port.
    Type: Grant
    Filed: December 8, 2006
    Date of Patent: March 6, 2012
    Assignee: Verint Americas, Inc.
    Inventors: Marc Calahan, Mark Edmund Coleman
  • Patent number: 8102976
    Abstract: Included are embodiments for providing communications data. At least one embodiment of a method receiving data associated with a communications session, the communications session including a first communications stream and a second communications stream, wherein the first communications stream and the second communications stream are received in a receiving order and recording at least a portion of the communications session. Some embodiments include receiving a request to provide, from the recording, at least a portion of the first communications stream in a visual format and providing at least a portion of the first communications stream in the visual format.
    Type: Grant
    Filed: July 29, 2008
    Date of Patent: January 24, 2012
    Assignee: Verint Americas, Inc.
    Inventors: Jamie Richard Williams, Damian Grant Smith, Marc Calahan, Richard Laurence Heap
  • Patent number: 7995612
    Abstract: Systems and methods for capturing communication signals are provided. An exemplary method comprises the steps of: installing a first type of tapping devices to obtain 32-bit communication signals; installing a recording system that is coupled to the first type of tapping devices; receiving the 32-bit communication signals from the first type of tapping devices via the recording system; responsive to receiving the 32-bit communication signals, converting the 32-bit communication signals into an 128-bit communication format via the recording system; and recording the converted 128-bit communication signals via the recording system.
    Type: Grant
    Filed: March 31, 2006
    Date of Patent: August 9, 2011
    Assignee: Verint Americas, Inc.
    Inventors: Dan Spohrer, Thomas Z. Dong, Marc Calahan
  • Publication number: 20110150207
    Abstract: A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources.
    Type: Application
    Filed: February 28, 2011
    Publication date: June 23, 2011
    Applicant: VERINT AMERICAS INC.
    Inventors: Marc Calahan, Richard Akers, Damian Smith
  • Patent number: 7965828
    Abstract: Included are embodiments for detecting presence in a call control protocol environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.
    Type: Grant
    Filed: December 8, 2006
    Date of Patent: June 21, 2011
    Assignee: Verint Americas Inc.
    Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
  • Patent number: 7920482
    Abstract: Systems and methods for monitoring information corresponding to communication sessions are provided. A representative method includes: receiving information corresponding to the communication session; storing the information in long term storage; extracting a first portion of the information from the long term storage; populating a database with the first portion of the information such that the portion of the information is stored in the database in addition to being stored in the long term storage; determining that additional information corresponding to the communication session is required for use; and extracting an additional portion of the information from the long term storage.
    Type: Grant
    Filed: September 29, 2006
    Date of Patent: April 5, 2011
    Assignee: Verint Americas Inc.
    Inventors: Marc Calahan, Lynn Richard Akers
  • Patent number: 7899178
    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.
    Type: Grant
    Filed: September 29, 2006
    Date of Patent: March 1, 2011
    Assignee: Verint Americas Inc.
    Inventors: Jamie Richard Williams, Marc Calahan, Thomas Z. Dong
  • Patent number: 7899176
    Abstract: A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources.
    Type: Grant
    Filed: September 29, 2006
    Date of Patent: March 1, 2011
    Assignee: Verint Americas Inc.
    Inventors: Marc Calahan, Richard Akers, Damian Smith
  • Patent number: 7853800
    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.
    Type: Grant
    Filed: June 30, 2006
    Date of Patent: December 14, 2010
    Assignee: Verint Americas Inc.
    Inventors: Joe Watson, Damian Smith, Marc Calahan, Jamie Richard Williams, Thomas Dong
  • Patent number: 7848524
    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.
    Type: Grant
    Filed: June 30, 2006
    Date of Patent: December 7, 2010
    Assignee: Verint Americas Inc.
    Inventors: Joe Watson, Damian Smith, Marc Calahan, Jamie Richard Williams, Thomas Dong
  • Patent number: 7769176
    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.
    Type: Grant
    Filed: June 30, 2006
    Date of Patent: August 3, 2010
    Assignee: Verint Americas Inc.
    Inventors: Joe Watson, Damian Smith, Marc Calahan, Jamie Richard Williams, Thomas Dong
  • Publication number: 20100118859
    Abstract: Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.
    Type: Application
    Filed: May 15, 2009
    Publication date: May 13, 2010
    Inventors: Jamie Richard Williams, Marc Calahan, Thomas Z. Dong
  • Publication number: 20090290687
    Abstract: Embodiments of the present invention provides systems and methods for pooled IP recording. An exemplary method of the present invention comprises monitoring a user's logon, associating a communication device to the user, assigning an interface to a recorder associated with the communication device, and recording data from the communication device sent over the interface. Another exemplary method of the present invention comprises detecting a recorder failure and dynamically routing an interface associated with the failed recorder to at least one other recorder.
    Type: Application
    Filed: April 1, 2009
    Publication date: November 26, 2009
    Inventors: Jamie Richard Williams, Damian Smith, Marc Calahan, Mark Goodall
  • Patent number: 7613290
    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.
    Type: Grant
    Filed: September 29, 2006
    Date of Patent: November 3, 2009
    Assignee: Verint Americas Inc.
    Inventors: Jamie Richard Williams, Marc Calahan, Thomas Z. Dong
  • Patent number: 7570755
    Abstract: Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.
    Type: Grant
    Filed: September 29, 2006
    Date of Patent: August 4, 2009
    Assignee: Verint Americas Inc.
    Inventors: Jamie Richard Williams, Marc Calahan, Thomas Z. Dong