Recording Of Telephone Signal During Normal Operation Patents (Class 379/85)
  • Patent number: 10412225
    Abstract: A computing apparatus configured to perform natural language processing, e.g., by comparing the words in a communication transcript of a user to a list of keywords, to generate an input vector representing a pattern of text in the communication transcript. A predictive model is generated from correlating input vectors to user ranking scores, e.g., for retention. The input vector determined from a communication transcript is applied to the computation model to compute a predicted retention score of the user. The retention score can be used, for example, to select a personalized recommendation for a communication connection to an adviser and/or a targeted offer.
    Type: Grant
    Filed: October 8, 2018
    Date of Patent: September 10, 2019
    Assignee: INGENIO, LLC
    Inventor: Neeraj Jandwani
  • Patent number: 10135700
    Abstract: Systems and methods of facilitating computer telephone integration between customer relationship management (CRM) applications on client computing devices in a contact center environment are provided. A client computing device in the contact center environment can include a processor and memory. The client computing device can have a user workstation including a contact toolbar application and a CRM application to provide computer telephony integration data for display by the client computing device. The contact toolbar application can provide a connection point within the user workstation. The user workstation can establish an integration channel over a data network via the connection point between the contact toolbar application and the CRM application for real time exchange of the computer telephony integration data between the contact toolbar application and the CRM application.
    Type: Grant
    Filed: January 12, 2018
    Date of Patent: November 20, 2018
    Assignee: Softphone SRL
    Inventors: Alan Lugiai, Francesco Falanga, Bartolomeo Sorrentino
  • Patent number: 9942284
    Abstract: Embodiments disclosed herein provide systems and methods for recording WebRTC communications at a network edge. In a particular embodiment a method provides, in an edge system of a communication network, receiving identification information that identifies a first endpoint and a second endpoint between which a first WebRTC communication will be established. The method further provides establishing the first WebRTC communication between the first and second endpoints through the edge system using the identification information. Also, the method provides identifying packets for the first WebRTC communication and recording the packets to a storage system.
    Type: Grant
    Filed: August 21, 2015
    Date of Patent: April 10, 2018
    Assignee: Avaya Inc.
    Inventors: Biswajyoti Pal, Manish Chatterjee, Jaydeep Deepak Bhalerao
  • Patent number: 9392037
    Abstract: Each person to a communication session records their contributions to the communication session. Metadata is maintained for each contribution to identify the time of the contribution and any other useful information to enable the content of the contribution to be accessed at a later point in time. When a portion of the communication session is to be recreated, the people involved in the communication session are requested to provide their contributions for a particular period of time or all contributions associated with a particular topic. Users will then select and forward previously recorded contributions that they are willing to have included in the recreation. By collecting contributions from the individuals involved in the communication session, the intended portion of the communication session may be recreated. Since each person is recording their own contribution to the communication session, no explicit permission is required to record the conversation.
    Type: Grant
    Filed: December 28, 2008
    Date of Patent: July 12, 2016
    Assignee: Avaya Inc.
    Inventors: Arn Hyndman, Nicholas Sauriol
  • Patent number: 9344565
    Abstract: A user may accelerate or decelerate the speed of playback of a recorded message provided by an interactive voice response (IVR) system at any time during the course of listening to the recorded message. The user may provide speed control instructions using predetermined keys or buttons on a communications device to modify the speed of the recorded message playback. Alternatively or additionally, the user may speak words to adjust the speed that a recorded message is being played to them. A speed control instruction may cause some or all of the recorded message to be repeated.
    Type: Grant
    Filed: July 15, 2014
    Date of Patent: May 17, 2016
    Assignee: United Services Automobile Association (USAA)
    Inventor: Steven Richard Wilson
  • Patent number: 9154623
    Abstract: An architecture and process flow for a system that processes event notifications from a speech analytics system for the purpose of controlling the recording of calls in a contact center for various contexts. Based on the regulatory context of the call, call recording may require requesting and receiving consent from the remote party to record the call. A speech analytics system operating in conjunction with an event handler module and a call recording application specific module can facilitate automatically recording the call and minimize agent intervention. The application specific module may provide icons and text on the agent's display to remind or inform the agent of the context and various conditions. The application specific module may also control various recording equipment.
    Type: Grant
    Filed: November 25, 2013
    Date of Patent: October 6, 2015
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Jason P. Ouimette, Karl H. Koster
  • Publication number: 20150139408
    Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.
    Type: Application
    Filed: January 20, 2015
    Publication date: May 21, 2015
    Inventor: William J. Dawson
  • Patent number: 9008296
    Abstract: Various technologies described herein pertain to retaining content of a conference call for accelerated replay. The content of the conference call can be recorded. Further, establishment of a connection of a participant to the conference call can be detected. For instance, the connection can be established with a computing device of the participant. Moreover, the establishment of the connection of the participant to the conference call can be detected subsequent to initiation of the recording of the content of the conference call. Responsive to detection of the establishment of the connection of the participant to the conference call, at least a portion of recorded content of the conference call can be transmitted to the computing device for playback at a playback speed that is greater than a speed at which the content is recorded.
    Type: Grant
    Filed: June 10, 2013
    Date of Patent: April 14, 2015
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Keith Stuart Kaplan, Jonathan Wiswall
  • Patent number: 8953759
    Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.
    Type: Grant
    Filed: December 4, 2013
    Date of Patent: February 10, 2015
    Assignee: VERIDICOM, SA de CV
    Inventor: William J. Dawson
  • Patent number: 8934610
    Abstract: A file management system that transmits a record file of voice data or image data created by a local device to a center device over a network and manages the record file in the center device. The center device receives attribute information about the record file, including the ID of the record file, which is created in the local device, further acquires extended attribute information associated with the attribute information from a PBX, call control server, or customer server, stores management table including the attribute information and the extended attribute information. The extended attribute information of the record file suggests frequency of the reference for the record file in the local device. The center device decides the timing of the upload request for the record file based on the extended attribute information of the record file.
    Type: Grant
    Filed: December 11, 2013
    Date of Patent: January 13, 2015
    Assignee: Hitachi Information & Telecommunication Engineering, Ltd.
    Inventors: Toshiaki Koyama, Toyoki Yamagishi
  • Publication number: 20150003595
    Abstract: A system, method and computer program product records call data, may include, an input couplable to an audio source, memory; network interface; and processor(s), configured to: detect a call, capture digital audio data, and transmit digital audio data over the network interface to a network accessible resource. The apparatus may include processor(s) to record a call, audio (e.g., speaker, etc); and/or any other content such as video/image(s) from webcam; user screen capture (e.g., employee) computing device; environmental sensor data (e.g., temperature, etc.); geo-location information from a device (e.g., GPS); computer usage; electronic communications (e.g., email, etc.); or social networking activities; to provide/transmit activity information to a network cloud to store, or to process (e.g.
    Type: Application
    Filed: September 15, 2014
    Publication date: January 1, 2015
    Inventors: Mudar Yaghi, Steve Cook, Robert S. Means, Naveed Iftikhar
  • Patent number: 8923490
    Abstract: A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations between callers and a vendor, the call information including an audio recording or transcript for each telephone conversation. The system may also identify one or more keywords from the audio recordings or transcripts and index the call information into one or more indexes based on the identified keywords. Finally, the system may determine search results responsive to a search query based on the indexing. In some embodiments, changes to customer service may be identified based on the search results.
    Type: Grant
    Filed: October 24, 2013
    Date of Patent: December 30, 2014
    Assignee: Capital One Financial Corporation
    Inventor: Nikhil Murgai
  • Patent number: 8903078
    Abstract: A communication session analyzer is integrated or otherwise coupled to an audio player to generate a system for analyzing voice-based communication sessions. Embodiments of the system also include a data store and an output device, respectively. The analyzer identifies a communication session attribute. An automated or human reviewer of a stored communication session forwards an assessment for an observed communication session. The data store receives and stores the communication session attribute with the assessment in a common format. Alternatively, an output device generates a representation that includes the communication session attribute and the assessment. When customer feedback is available for a particular communication session, the system identifies the communication session as one that should be reviewed.
    Type: Grant
    Filed: January 9, 2007
    Date of Patent: December 2, 2014
    Assignee: Verint Americas Inc.
    Inventor: Christopher D. Blair
  • Publication number: 20140341360
    Abstract: Included are embodiments for providing an interface. At least one embodiment of a method includes receiving communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment and providing an interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol format.
    Type: Application
    Filed: May 12, 2014
    Publication date: November 20, 2014
    Inventors: Jamie Richard Williams, Kenneth Richard Brodhagen
  • Patent number: 8891739
    Abstract: A method and apparatus for performing lawful intercept in a group call is described. A group call for is established and at least one target member device of the group call is identified as corresponding to a subject to be tracked. Call content for communications corresponding to the call is then tracked from the beginning of the call. A query is presented to a law enforcement authority to determine whether the law enforcement authority wishes to receive call data collected before the target joined the call or after the target leaves the call.
    Type: Grant
    Filed: October 17, 2011
    Date of Patent: November 18, 2014
    Assignee: QUALCOMM Incorporated
    Inventor: Kirankumar Anchan
  • Publication number: 20140334610
    Abstract: Inmate communications can include establishing a communication, between an inmate device and a registered device, and storing information associated with the communication in a local data store.
    Type: Application
    Filed: May 9, 2014
    Publication date: November 13, 2014
    Inventor: Dave W. Hangsleben
  • Patent number: 8886169
    Abstract: A system that incorporates teachings of the present disclosure may include, for example, receiving over a communication network audio voice data originating from a telephony communication session established between a first communication device and a second communication device, transcribing the audio voice data to a text transcription, detecting a presence of a first communication device in the vicinity of a media processor device, and presenting the text transcription on a display communicatively coupled to a media processor device in response to the detected presence of a first communication device. Other embodiments are disclosed.
    Type: Grant
    Filed: October 25, 2011
    Date of Patent: November 11, 2014
    Assignee: AT&T Intellectual Property I, LP
    Inventors: Abraar Hussain, Ankur Bansal, Javier Gerardo Arboleda, Matthew Bojorquez, Cameron Broome, Amber Lynette Browning, Sunija Christelda, Brian Comilang, Khine Htun, Sasha Ng, Nimisha Shah, Michael Siruno
  • Publication number: 20140328472
    Abstract: A computer system providing access to both the Internet and the publicly switched telephone network allows providing an additional dimension of information capture for oral examinations, dating services, oral histories and storytelling.
    Type: Application
    Filed: May 6, 2013
    Publication date: November 6, 2014
    Applicant: HarQen, LLC
    Inventors: Jeff Fitzsimmons, Pehr Anderson, Matt Stockton, Kris Gosser, Kevin Lindbergh
  • Patent number: 8873720
    Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for determining whether and how to record voice calls, or portions thereof, for calls processed by a contact center. Calls can be classified as being in a context that is either single-party consent or dual-party consent depending on whether the call is inter-state or intra-state and which state(s) are involved. In one embodiment, the contact center may access tables that indicate for a telephone number whether the call involves a state that adheres to a single-party consent regime or a dual-party consent regime. A speech analytics system may further be used to ascertain whether aural consent is provided by the remote party, or whether the agent properly requested and responded to the remote party's response. Depending on the context, all parties, one party, or no parties may be recorded.
    Type: Grant
    Filed: February 13, 2013
    Date of Patent: October 28, 2014
    Assignee: Noble Systems Corporation
    Inventors: Jason P. Ouimette, Karl H. Koster
  • Publication number: 20140270105
    Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.
    Type: Application
    Filed: August 30, 2013
    Publication date: September 18, 2014
    Inventors: Eric Tamblyn, Henry R. Lum, Vladimir Filonov, Jeffrey Culbert, Daniel Blander, Somasundaram Subramaniam, Angelo Cicchitto, Paul Gvildys
  • Publication number: 20140270104
    Abstract: A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes a fork module for forking media streams associated with the at least one WebRTC call. The call recording system further includes a record module for recording the forked media streams to record the at least one WebRTC call. The call recording system further includes a barge module for enabling a supervisor to barge into the at least one WebRTC call.
    Type: Application
    Filed: March 12, 2013
    Publication date: September 18, 2014
    Applicant: AVAYA INC.
    Inventor: Neil O'Connor
  • Patent number: 8837686
    Abstract: An office telephone system contains packet switched network and network telephone sets coupled to said packet switched network for transmitting and receiving speech data in addressed packets. A packet switched network interface taps the packet switched network and processes packets received from the packet switched network by identifying first and second packets that contain network voice call data for respective sides of a network telephone calls. The packet switched network interface mixing speech data from the first and second packets into streams while the call proceeds. Each stream comprising a mix of speech data from both sides of a respective one of the network telephone calls. An application program interface defines provides access to the streams to a programmable set of applications. In addition a line interface circuit taps call dedicate telephone lines outside the network and generates further speech data streams from signals from the call dedicated telephone lines.
    Type: Grant
    Filed: May 23, 2005
    Date of Patent: September 16, 2014
    Assignee: Nice Systems B.V.
    Inventors: Victor Bastiaan Mosch, Silvester Antonius Maria Steffens, Lucas Lassche
  • Publication number: 20140232817
    Abstract: Various embodiments of systems, methods, and computer programs are disclosed for joining an online conference already in progress. One such method comprises: a conferencing system establishing an audio conference between a plurality of participants accessing the conferencing system via a communication network; the conferencing system presenting to the participants via a graphical user interface the audio conference and a conference interface displaying a participant object identifying each of the participants; synchronously recording the audio conference with content presented in the conference interface; storing the synchronized audio conference and the content; during the audio conference, receiving from a new participant a request to join the audio conference already in progress; and in response to the request to join the audio conference, playing back the synchronized audio conference and the content presented in the conference interface to the new participant beginning from a recording start location.
    Type: Application
    Filed: October 28, 2011
    Publication date: August 21, 2014
    Applicant: AMERICAN TELECONFERENCING SERVICES, LTD.
    Inventors: Boland T. Jones, David Michael Guthrie, Peter Stewart, Tammy Hammond
  • Patent number: 8798254
    Abstract: A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.
    Type: Grant
    Filed: July 25, 2012
    Date of Patent: August 5, 2014
    Assignee: Nice Systems Ltd.
    Inventors: Jacob Naparstek, Leon Portman
  • Patent number: 8767924
    Abstract: In a method for recording telephone conversations between a subscriber to a service provider and a telephone conversation partner, the subscriber dials the number of the service provider and interacts with a menu-driven IVR user interface, entering his subscriber number as well as a corresponding PIN-number to authenticate himself. After the verification, the subscriber can chose one or more of the following options: (a) listen to one or more of his previously recorded telephone conversations, (b) delete one or more of his previously recorded telephone conversations, (c) arrange that all incoming and outgoing calls are to be automatically recorded, (d) deactivate the setting that all incoming and outgoing calls are automatically recorded, and/or (e) record the next telephone conversation. At the beginning of each conversation to be recorded, the service provider informs the telephone conversation partner, via a warning voice message, that the telephone conversation will be recorded.
    Type: Grant
    Filed: February 2, 2012
    Date of Patent: July 1, 2014
    Inventor: Ali Hassan Al-Khaja
  • Publication number: 20140161238
    Abstract: A file management system that transmits a record file of voice data or image data created by a local device to a center device over a network and manages the record file in the center device. The center device receives attribute information about the record file, including the ID of the record file, which is created in the local device, further acquires extended attribute information associated with the attribute information from a PBX, call control server, or customer server, stores management table including the attribute information and the extended attribute information. The extended attribute information of the record file suggests frequency of the reference for the record file in the local device. The center device decides the timing of the upload request for the record file based on the extended attribute information of the record file.
    Type: Application
    Filed: December 11, 2013
    Publication date: June 12, 2014
    Applicant: Hitachi Information & Telecommunication Engineering, Ltd.
    Inventors: Toshiaki KOYAMA, Toyoki YAMAGISHI
  • Patent number: 8737575
    Abstract: A method and apparatus for enabling the upgrade of a VoIP endpoint device by downloading a firmware component to support CALEA related monitoring and recording of conversations for all calls originated or terminated by the endpoint device are disclosed. The upgraded CALEA firmware component can be activated by the network on demand or when the signaling information to set up a watched call is received. Once the recording is completed it can be translated into a standard audio format file that can be uploaded transparently to the network and sent in near real time to the appropriate CALEA server.
    Type: Grant
    Filed: September 27, 2005
    Date of Patent: May 27, 2014
    Assignee: AT&T Intellectual Property II, L.P.
    Inventors: Marian Croak, Hossein Eslambolchi
  • Patent number: 8712021
    Abstract: The present invention relates generally to retaining outgoing audio messages between two voice communicating devices. In particular, the present invention relates to a system and method for using an external device that monitors all outgoing communication from a voice communicating device and stores such voice data with associate information for future retrieval. A system and method is disclosed that uses a device on the sender's side or on a remote system offered through the voice data network to monitor and record voice mails simultaneously with the receiver's side voice mail device. The recorded mail is available for access from any voice data device and also through electronic mail.
    Type: Grant
    Filed: October 8, 2010
    Date of Patent: April 29, 2014
    Inventor: Christopher L. Butcher
  • Publication number: 20140093055
    Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.
    Type: Application
    Filed: December 4, 2013
    Publication date: April 3, 2014
    Applicant: VERIDICOM, SA DE CV
    Inventor: William J. Dawson
  • Patent number: 8675849
    Abstract: A method of receiving a phone number is provided, including receiving, at a receiver of a first phone during a first voice communication session between the first phone and a second phone, a phone number transmitted by a user of the second phone after the first voice communication session is established. The phone number is detected with a signal detector coupled for communication with the receiver, and stored in a memory coupled to the signal detector.
    Type: Grant
    Filed: February 9, 2005
    Date of Patent: March 18, 2014
    Assignee: Cisco Technology, Inc.
    Inventors: Shmuel Shaffer, Labhesh Patel
  • Publication number: 20140050308
    Abstract: A telephony system comprising means to establish an initial telephone call (1) between at least two initial telephone terminals (2, 3) characterized in that it further comprises: a call recording server (5) designed to record said initial telephone call (1), a speech to text engine (6) able to make a text transcription (9) of said initial telephone call (1), a providing mean (7) able to provide said text transcription (9) to a third telephone terminal (4).
    Type: Application
    Filed: February 11, 2013
    Publication date: February 20, 2014
    Inventors: St├ęphane Blecon, Divi Laine
  • Patent number: 8644466
    Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.
    Type: Grant
    Filed: July 8, 2002
    Date of Patent: February 4, 2014
    Assignee: Veridicom, SA DE CV
    Inventor: William J. Dawson
  • Patent number: 8635074
    Abstract: An interactive voice response system for a correctional facility commissary is described. The system is configured to receive incoming communications from an inmate to the correctional facility commissary. The system detects violations of facility restrictions to orders for commissary goods at more than one point in time, and allows comprehensive review and editing of pending orders for commissary items.
    Type: Grant
    Filed: September 14, 2007
    Date of Patent: January 21, 2014
    Assignee: Keefe Commissary Network, L.L.C.
    Inventor: Christopher M. Collins
  • Patent number: 8625577
    Abstract: A method and apparatus for enabling a packet network based service feature to record verbal notes or other spoken (or even artificially generated audio) information on behalf of a subscriber while in a conversation are disclosed. In one embodiment, the present method allows a subscriber to effectively self-record or verbally transcribe desired portions of a conversation without the fear of privacy invasion.
    Type: Grant
    Filed: November 30, 2005
    Date of Patent: January 7, 2014
    Assignee: AT&T Intellectual Property II, L.P.
    Inventor: Donnie Henderson
  • Patent number: 8600012
    Abstract: Disclosed are methods and systems for providing pre-call-connection messaging services to calling parties. In at least one embodiment, a first call-setup request is received from a calling party, reflecting a request that an active call be set up between the calling party and a called party. Responsive to the first call-setup request, at least one network device starts to attempt to establish the active call between the calling and called parties at least in part by transmitting a second call-setup request to the called party. Prior to receiving a response to the second call-setup request, the at least one network device starts to record a message for the called party while continuing to attempt to establish the call. If the active call is not successfully established prior to an affirmative termination of the message recording, the recorded message is thereafter made accessible to the called party.
    Type: Grant
    Filed: October 20, 2010
    Date of Patent: December 3, 2013
    Assignee: Sprint Spectrum L.P.
    Inventor: Baoquan Zhang
  • Patent number: 8571186
    Abstract: A system and method for recording telephone conversations which have been placed on hold is provided. After a telephone conversation has been placed on hold, assuming that the conversation was being recorded, the call is designated to be in the background. Once a processor senses that a background call exists, a check is performed to determine if there is a downlink connection for this call. If there is, a new communication channel is opened so that the background call can be recorded and then appended to the original recording.
    Type: Grant
    Filed: April 26, 2012
    Date of Patent: October 29, 2013
    Assignee: BlackBerry Limited
    Inventors: Lawrence Edward Kuhl, Anton Epp
  • Patent number: 8553851
    Abstract: A software solution to recording IP based communications that is highly scalable and reliable. Recordings can be configured to occur automatically or be triggered on-demand by a user that has been given the rights to do so. The user initiating the on-demand recording need not be a participant on the call. The solution is based on two server components: a call manager and a media server. The call manager is responsible for re-routing the IP media stream between two endpoints via the media server. The media server relays the IP media packets while capturing a copy that is stored as the recording. The recordings are stored on a network share and secured using standard network file security mechanisms. Access to playback recordings requires rights that are configured via the administrator. Playback of the recordings can be accomplished via the phone, client application or web service. Each playback interface offers a listing of recordings that the user has rights to access.
    Type: Grant
    Filed: January 14, 2007
    Date of Patent: October 8, 2013
    Assignee: NEC Sphere Communications, Inc.
    Inventors: Alan Weir, Randy Vyskocil, Bhama Rao, Steven Greco, John Blasko
  • Patent number: 8477915
    Abstract: A system and method are provided for allowing a user to consent to call recording. A user is prompted to make a recording preference. The recording preference is stored in a table indexed by UCID (universal call ID) or as part of a UUI (user-to-user information) field of the call. A recording module and/or a compliance manager, both associated with a call center, are configured to record or not record the call based on the recording preference. The recording preference can be enforced on incoming and outgoing calls to and from the call center. Advantageously, the user's recording preference is enforced throughout the call, regardless of how the call is routed/transferred within the call center.
    Type: Grant
    Filed: October 1, 2012
    Date of Patent: July 2, 2013
    Assignee: Google Inc.
    Inventors: Juan Vasquez, Nazli Alagheband, Mel Patrick McCarthy, Claus Regenbrecht
  • Publication number: 20130163731
    Abstract: Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium.
    Type: Application
    Filed: September 11, 2012
    Publication date: June 27, 2013
    Inventors: Steven Kai-Man Yan, Adrian Peter McDermott, Shajith Chacko Thengumoottil, Henry Hsu
  • Publication number: 20130136242
    Abstract: There is described method and apparatus for processing signals of a telephonic communication, where the signals represent sensitive and non-sensitive information. A described method comprises processing the signals to provide a first version of the signals that is to be recorded and a second version of the signals that is to be output as audio; monitoring at least the first version of the signals to detect, in said at least the first version of the signals, one or more instances of one or more predetermined characteristics that represent the sensitive information conveyed by the signals; and modifying said at least the first version of the signals by removing the identified predetermined characteristics from said at least the first version of the signals.
    Type: Application
    Filed: March 22, 2011
    Publication date: May 30, 2013
    Applicant: Veritape Ltd.
    Inventors: Cameron Peter Sutherland Ross, James Heath, Thomas Edward Briden, Ryan Peter Bamford
  • Patent number: 8447285
    Abstract: Systems and methods that can be utilized to convert a voice communication received over a telecommunication network to text are described. In an illustrative embodiment, a call processing system coupled to a telecommunications network receives a call from a caller intended for a first party, wherein the call is associated with call signaling information. At least a portion of the call signaling information is stored in a computer readable medium. A greeting is played the caller, and a voice communication from the caller is recorded. At least a portion of the voice communication is converted to text, which is analyzed to identify portions that are inferred to be relatively more important to communicate to the first party. A text communication is generated including at least some of the identified portions and including fewer words than the recorded voice communication. At least a portion of the text communication is made available to the first party over a data network.
    Type: Grant
    Filed: March 11, 2008
    Date of Patent: May 21, 2013
    Assignee: Callwave Communications, LLC
    Inventors: Anthony Bladon, David Giannini, David F. Hofstatter, Colin Kelley, David C. McClintock, Robert F. Smith, David S. Trandal, Leland W. Kirchhoff
  • Patent number: 8442492
    Abstract: A method of operating a cellular telephone comprises presenting a user with an option of a first rule or a second rule, and accepting a selection of the first rule or the second rule. The first rule relates to a voice message, and the second rule relates to a text message. The method determines that reception is not sufficient to establish communication, and stores an address of an intended recipient. The method also stores the voice message if the first rule was selected or the text message if the second rule was selected. When reception is sufficient to establish communication, the stored message is sent to the address.
    Type: Grant
    Filed: January 31, 2008
    Date of Patent: May 14, 2013
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Anthony P. Petronelli, Canhui Ou
  • Patent number: 8422641
    Abstract: Devices, systems, and methods for recording call sessions over a VoIP network using a distributed record server architecture are disclosed. An example recording device for recording segments of a call session includes a record server configured to receive an agent voice data stream and an external caller voice data stream from an agent telephone station, and a file repository configured to store voice data and call data associated with each recorded segment of the call session. The recording device is configured to tag recorded segments of each call session, which can be later used by a third-party application or database to check the status and/or integrity of the recorded call session.
    Type: Grant
    Filed: June 15, 2009
    Date of Patent: April 16, 2013
    Assignee: Calabrio, Inc.
    Inventor: James Paul Martin, II
  • Patent number: 8401154
    Abstract: A system includes one or more devices connected to or within one of a group of emergency services networks. The one or more devices may generate a text message that includes information identifying a user device, information identifying a geographic location of the user device, and information identifying a particular emergency services network of the group of emergency services networks; establish, based on the text message, a text-based communication session between the user device and a call taker device within the particular emergency services network; store session information regarding the text-based communication session; receive a subsequent text message; and transmit the subsequent text message to the call taker device based on the session information.
    Type: Grant
    Filed: November 4, 2009
    Date of Patent: March 19, 2013
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Piotr Boni, Michael Armstrong, Henning Schulzrinne, Wonsang Song, Jong Yul Kim
  • Patent number: 8396192
    Abstract: Systems and methods for recording call sessions over a telephony network using a desktop recording architecture are disclosed. An illustrative system for recording call sessions over a telephony network includes one or more user telephone stations equipped with a telephone and computer desktop, and one or more additional record services or record servers. A desktop recording service associated with the computer desktop is configured to operate as either a primary or secondary recording service for recording inbound or outbound calls conducted over the user telephone station.
    Type: Grant
    Filed: March 3, 2010
    Date of Patent: March 12, 2013
    Assignee: Calabrio, Inc.
    Inventors: James Paul Martin, II, Mike Maciej
  • Patent number: 8379806
    Abstract: A system and method for representing call content in a searchable database includes transcribing call content to text. The call content is projected to vector space, by creating a vector by indexing the call based on the content and determining a similarity of the call to an atomic-class dictionary. The call is classified in a relational database in accordance with the vector.
    Type: Grant
    Filed: August 22, 2008
    Date of Patent: February 19, 2013
    Assignee: International Business Machines Corporation
    Inventors: Cheng Wu, Andrzej Sakrajda, Hong-Kwang Jeff Kuo, Vaibhava Goel, David Lubensky
  • Patent number: 8379819
    Abstract: Improved indexing of telephony sessions is achieved by: (a) receiving, during the recording of the telephony session or during a playback of the recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and (b) storing, in an index associated with the recording of the session, an identifier which identifies that discrete segment of the recording.
    Type: Grant
    Filed: December 24, 2008
    Date of Patent: February 19, 2013
    Assignee: Avaya Inc
    Inventors: Alan Diskin, Tony McCormack, John Yoakum, Neil O'Connor
  • Patent number: 8358745
    Abstract: Recording identity data enables telecomm system to provide on-demand services such as Record-ON (RCD), index, bookmark, transcribe, translate and supplement the recording. Party identity uses sender metadata in telecomm data packets. At log-in the station assigns on-demand command (CMD) control tokens and control transfer tokens to each party based on the party's profile. One party has RCD-CMD enabled and, if both parties have a RCD-CMD Transfer Token, parties can transfer RCD-CMD to all. In the absence of RCD-CMD or Transfer, a party cannot activate On-Demand services nor accept control CMD tokens. A call table-database links sender metadata and CMD permissions.
    Type: Grant
    Filed: February 9, 2011
    Date of Patent: January 22, 2013
    Assignee: Certicall, LLC
    Inventors: Albert Angel, Lesli Angel, Thilo Rusche, Aron Leibowich, Scott Snyder, Rica A. Leibowich, Arthur Rosenberg
  • Patent number: 8351580
    Abstract: A method, apparatus and computer program product for providing perspective-based media playback is presented. A recording of each of a plurality of parties participating in a communication session is acquired. A user is allowed to select a perspective of one of the parties participating in the communications session. At least a portion of at least one of the recordings related to the perspective selected by the user are then played back.
    Type: Grant
    Filed: February 2, 2009
    Date of Patent: January 8, 2013
    Assignee: Avaya Inc.
    Inventor: James O'Connor
  • Publication number: 20130003942
    Abstract: Agencies issue multiple devices to personnel for maintaining distinct identities over the course of assigned investigations. To provide flexible capabilities to agencies, a phone is converted for use with multiple attached telephone numbers. Accordingly, a single phone may be used to manage multiple identities over the course of one or more investigations. Using a multiple attached number, a given device can place and receive calls over the network to and from contacts. In addition to providing multiple attached numbers, calls using the multiple attached numbers may be monitored live and recorded to establish evidence.
    Type: Application
    Filed: June 29, 2012
    Publication date: January 3, 2013
    Applicant: CALLYO 2009 CORP.
    Inventor: Christopher Ryan Bennett