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; duplicating the voice communications via the called phone; transmitting the duplicated voice communications via the called phone; and recording the duplicated voice communications.

Abstract: Included are embodiments of systems and methods for recording data related to a communication. One exemplary embodiment, among others includes receiving data related to a communication from a communications device, recording at least a portion of the data related to the communication, determining a time of reduced network activity and sending at least a portion of the data related to the communication to a central recording server at a time of low network activity.

Abstract: Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.

Abstract: Embodiments of the present invention provide systems and methods for recording media communications. An exemplary method is comprised of the following steps: configuring an endpoint recording device for relaying an incoming call to an endpoint component; receiving the incoming call from a communication system; determining whether to relay the incoming call to the endpoint component based on the configurations of the endpoint recording device; responsive to determining that the incoming call is to be relayed, relaying media communications associated with the incoming call to the endpoint component via the endpoint recording device; and recording the relayed media communications at the endpoint component.

Abstract: Included are systems and methods for distributive network control. In addition, embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.

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 systems and methods for distributive network control. In addition, embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.

Abstract: Included are embodiments of a method for routing communication data to a plurality of recorders. At least one embodiment of a method includes passively receiving communication data related to a communication and determining to which recorder the received communication data is to be routed in order to achieve a substantially balanced utilization of the plurality recorders. Other embodiments include routing the communication data to the determined recorder.

Abstract: Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming communication from a first communication device; routing the incoming communication to a second communication device in a call center; transmitting media communications associated with the incoming media communication between the first communication device and the second communication device through a media application server; duplicating the media communications via the media application server; transmitting the duplicated media communications via the media application server; and recording the duplicated media communications.

Abstract: Embodiments of the present invention provide systems and methods for recording media communications. An exemplary method is comprised of the following steps: configuring an endpoint recording device for relaying an incoming call to an endpoint component; receiving the incoming call from a communication system; determining whether to relay the incoming call to the endpoint component based on the configurations of the endpoint recording device; responsive to determining that the incoming call is to be relayed, relaying media communications associated with the incoming call to the endpoint component via the endpoint recording device; and recording the relayed media communications at the endpoint component.

Abstract: Embodiments of the present invention provide systems and methods for recording media communications an exemplary method is comprised of the following steps: receiving instructions at a gateway to record an incoming call; receiving the incoming call from a calling communication device; determining whether to record the incoming call based on the received instructions; routing the incoming call to a called communication device in a customer center; responsive to the determination to record the incoming call, duplicating the media communications via the gateway; transmitting the duplicated media communications associated with the incoming call via the gateway; and recording the duplicated media communications.

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.

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.

Abstract: Included are systems and methods for distributive network control. Also embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.

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 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.

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: 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 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.