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).
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Patent number: 8204053Abstract: 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: GrantFiled: January 16, 2009Date of Patent: June 19, 2012Assignee: Verint Americas, Inc.Inventors: Jamie Richard Williams, Marc Calahan, Robert John Barnes
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Patent number: 8199886Abstract: 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: GrantFiled: December 7, 2006Date of Patent: June 12, 2012Assignee: Verint Americas, Inc.Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
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Patent number: 8170184Abstract: 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: GrantFiled: March 30, 2007Date of Patent: May 1, 2012Assignee: Verint Americas, Inc.Inventors: Marc Calahan, Jamie Richard Williams, Kenneth Richard Brodhagen, Damian Smith, Robert John Barnes
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Patent number: 8139741Abstract: 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: GrantFiled: April 28, 2010Date of Patent: March 20, 2012Assignee: Verint Americas, Inc.Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
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Patent number: 8130926Abstract: 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: GrantFiled: December 8, 2006Date of Patent: March 6, 2012Assignee: Verint Americas, Inc.Inventors: Marc Calahan, Mark Edmund Coleman
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Patent number: 8130925Abstract: 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: GrantFiled: December 8, 2006Date of Patent: March 6, 2012Assignee: Verint Americas, Inc.Inventors: Marc Calahan, Mark Edmund Coleman
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Patent number: 8102976Abstract: 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: GrantFiled: July 29, 2008Date of Patent: January 24, 2012Assignee: Verint Americas, Inc.Inventors: Jamie Richard Williams, Damian Grant Smith, Marc Calahan, Richard Laurence Heap
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Patent number: 7995612Abstract: 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: GrantFiled: March 31, 2006Date of Patent: August 9, 2011Assignee: Verint Americas, Inc.Inventors: Dan Spohrer, Thomas Z. Dong, Marc Calahan
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Publication number: 20110150207Abstract: 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: ApplicationFiled: February 28, 2011Publication date: June 23, 2011Applicant: VERINT AMERICAS INC.Inventors: Marc Calahan, Richard Akers, Damian Smith
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Patent number: 7965828Abstract: 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: GrantFiled: December 8, 2006Date of Patent: June 21, 2011Assignee: Verint Americas Inc.Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
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Patent number: 7920482Abstract: 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: GrantFiled: September 29, 2006Date of Patent: April 5, 2011Assignee: Verint Americas Inc.Inventors: Marc Calahan, Lynn Richard Akers
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Patent number: 7899178Abstract: 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: GrantFiled: September 29, 2006Date of Patent: March 1, 2011Assignee: Verint Americas Inc.Inventors: Jamie Richard Williams, Marc Calahan, Thomas Z. Dong
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Patent number: 7899176Abstract: 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: GrantFiled: September 29, 2006Date of Patent: March 1, 2011Assignee: Verint Americas Inc.Inventors: Marc Calahan, Richard Akers, Damian Smith
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Patent number: 7853800Abstract: 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: GrantFiled: June 30, 2006Date of Patent: December 14, 2010Assignee: Verint Americas Inc.Inventors: Joe Watson, Damian Smith, Marc Calahan, Jamie Richard Williams, Thomas Dong
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Patent number: 7848524Abstract: 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: GrantFiled: June 30, 2006Date of Patent: December 7, 2010Assignee: Verint Americas Inc.Inventors: Joe Watson, Damian Smith, Marc Calahan, Jamie Richard Williams, Thomas Dong
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Patent number: 7769176Abstract: 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: GrantFiled: June 30, 2006Date of Patent: August 3, 2010Assignee: Verint Americas Inc.Inventors: Joe Watson, Damian Smith, Marc Calahan, Jamie Richard Williams, Thomas Dong
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Publication number: 20100118859Abstract: 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: ApplicationFiled: May 15, 2009Publication date: May 13, 2010Inventors: Jamie Richard Williams, Marc Calahan, Thomas Z. Dong
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Publication number: 20090290687Abstract: 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: ApplicationFiled: April 1, 2009Publication date: November 26, 2009Inventors: Jamie Richard Williams, Damian Smith, Marc Calahan, Mark Goodall
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Patent number: 7613290Abstract: 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: GrantFiled: September 29, 2006Date of Patent: November 3, 2009Assignee: Verint Americas Inc.Inventors: Jamie Richard Williams, Marc Calahan, Thomas Z. Dong
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Patent number: 7570755Abstract: 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: GrantFiled: September 29, 2006Date of Patent: August 4, 2009Assignee: Verint Americas Inc.Inventors: Jamie Richard Williams, Marc Calahan, Thomas Z. Dong