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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Abstract: The present invention relates to system and method of reading and rewriting EDID in a video transmission system includes a transmitter transmitting a video signal and a receiver receiving the video signal that the transmitter transmitted which are connected to each other through digital interface, the method includes a reading step where the transmitter reads the EDID of the receiver through the digital interface; a first transmitting step where the transmitter transmit the video signal to the receiver on the basis of the EDID which the transmitter read; a second transmitting step where the receiver transmits a first message related to the EDID of the receiver; and a third transmitting step where the receiver transmits a second message related to the EDID of the receiver; wherein the transmitter, which received the first message from the receiver, does not read the EDID of the receiver until the second message is received.

Abstract: The present invention relates to a system and method for capturing, sharing, annotating, archiving, and reviewing phone calls and related computer video output in a computer document format. The system creates a portable, transferable computer file recording of a phone call & computer video (“phone voice recording,” or “PVD”) that contains attached data to help identify, sort, and archive the file while maintaining the integrity of the file. Another aspect of the invention includes a method of using the system comprising initiating a phone call between two parties; beginning a recording of the call and initiating a PVD for the recording; and terminating the call and creating the PVD for the call. Another aspect of the invention includes a method of accessing a PVD by a user, reviewing and/or modifying the PVD, capturing the modified PVD, and sharing the PVD with another user.

Abstract: An approach is provided for selectively translating a communication session and associated media among different formats based on user sensory impairment, preferred communication format, device capability, and restrictive environmental conditions.

Abstract: A recording system has an interface enabled to monitor interaction between an agent of an enterprise and a second person, recording apparatus enabled to record the interaction and to store the recording in a data repository, and software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus. The software responds to inputs from the second person to control the recording apparatus.

Abstract: A telephonic recording method comprises recording, by an electronic device, a live conversation with at least one participant to form a recorded live conversation. The telephonic recording method further comprises presenting a portion of the recorded live conversation beginning at a segment selected by a user while continuing to record the live conversation.

Abstract: A data recording system that includes a plurality of network interface cards that may be employed within a single recording device. Each card may be provided with a plurality of network connecting ports to receive packetized data, such as real-time protocol (RTP) streams. For each RTP packet stream being recorded, the system may note the sequence number for the most recently accepted packet and any packet received with a lower sequence number can be readily discarded. The system then may record payload associated with the RTP streams into an audio file saved on a storage device.

Abstract: A monitoring apparatus and method in a mobile communication system are provided. A WGW receives information relating to a monitored subscriber from a WSS, establishes a monitoring path between the monitored subscriber and a monitoring server, upon request from the WSS, begins to monitor the monitored subscriber upon receipt of a monitoring start request from the WSS, and transmits monitored data to the monitoring server.

Abstract: The present invention relates to a method and system for monitoring and evaluating multimedia telephonic and computer-communication interactions. The multimedia quality monitoring system may include an event manager, which may receive a notification associated with a VoIP communication between an agent and a customer and recording servers, which record data associated with the VoIP communication.

Abstract: Principles of the present invention provide techniques for automatically navigating through a telephone menu system. Illustrative techniques of the invention permit a user of a telephone menu system (e.g., IVR system) to record operations needed to navigate to a particular point in a menu tree of the telephone menu system and to either gather information or perform a transaction at that menu point. The information or transaction status may be reported to the user. Part of the act of training may be the association of a command with the navigation operations, after which the automated telephone menu navigation system of the invention will repeat the procedure, in correct synchrony with the telephone menu service, when the user says the command. In addition, the techniques of the invention detect failure or loss of synchronization or changes in the telephone menu.

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.

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.

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.

Abstract: Described is a method for governing the operation of a generalist agent within a multi-agent complex adaptive system such that the generalist agent maintains the stability of the system. The method includes the steps of migrating about the system, badging with the specialty agents, participating in the respective function performed by the specialty agents, collecting information while functionally participating as a specialty agent, evaluating the collected information, reconfiguring source code in view of the evaluated information, testing the reconfigured source code through additional functional participation, determining the usefulness of the reconfigured source code, archiving any reconfigured source code determined to be useful, and distributing the useful reconfigured source code.

Abstract: A method, system and computer program product for assigning one or more conditions to a telephonic communication system to enable recording, replaying, and pausing of a telephone conversation. Recording of a telephone conversation may be manually or dynamically initiated during the telephone conversation. Dynamic replay of a telephone conversation is automatically initiated when a conversation experiences insufficient call quality, an interruption to the telephone service is detected, the user is distracted, a displacement of the user's phone is detected, or the user toggles between listening modes. A pause mode is automatically entered into during the telephone conversation when a section of the telephone conversation is replayed. An automated pause alert may be played during repeat of the telephone conversation to inform one or more parties that the user is temporarily unavailable. Real-time access to the telephone conversation is resumed when the replaying of the recorded telephone conversation has ended.

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.

Abstract: A method and apparatus for archiving a call terminating at a client device are provided. In an example, a command or packet associated with a protocol for setting up the call is intercepted. In response to the interception, the call is associated with a call ID. An information associated with the call is retrievably stored in an archive using the call ID. The information is at least partially determined via replicating at least one of a device input signal associated with an outbound call content and a device output signal associated with an inbound call content. In an example, a call capture agent resident on the client device is controlled by a call archive administration service, and performs the replication by forming respective loopbacks corresponding to the at least one of the device input signal and the device output signal. In an example, the respective loopbacks are virtual loopbacks.

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.

Abstract: A communication device for consecutively rendering one or more conversations. The device includes a receiver configured to receive at the communication device media associated with the one or more conversations over a network. The one or more conversations include a defined set of conversations to be consecutively rendered in accordance with a defined priority hierarchy. The device also includes a sequencing element, which sequences the received media associated with the defined set of conversations into a sequence order at least partially based on the defined priority hierarchy. A rendering element consecutively renders the received media associated with the defined set of conversations in the sequence order.

Abstract: A system and method for recording and/or monitoring data by forwarding it, with or without analyzing or otherwise filtering the data itself are provided. According to embodiments of the invention, the system and method are operative over IP networks. According to an embodiment of the invention, there is provided a system and method for forwarding data according to at least one characteristic of the data, such as the session's metadata for example, without analyzing or otherwise filtering the data itself. According to another embodiment of the invention, before the data is forwarded to the recording device, pre-processing algorithms are performed according to a system preset or according to one or more rules.

Abstract: Wireless telecommunications systems, methods and devices for processing voice data in connection with a wireless telecommunications system that includes a wireless remote device and a wireless recording device that are configured for communication with a network server. Methods include obtaining varying levels of consent from users of recording devices and/or remote devices. The recording device can access recording rules that cross-reference the consent information to determine whether to record the conversation if the recording statute indicates that such recording is lawful.

Abstract: A system and methods are provided for automatically extracting information from ongoing voice communications. A signal is received at an electronic processor indicating that a portion of an ongoing communication is to be recorded. As a result of that signal, the ongoing communication is recorded and then analyzed to identify information suitable for storage in an address directory of a participant to the communication maintained in an electronic storage medium. Thereafter, the extracted information is sent to that address directory for storage there. In the alternative, when the extracted information is a telephone number, a call based upon that number may be placed automatically and connected into the ongoing communication.

Abstract: New functions are added to the existing telephone network to provide services of a telecommunications carrier which are intended to deter frauds and crimes committed using telephony. Also, the telephonic circumstances during the commitment of a fraud or crime are preserved to assist prevention of recommitment of a fraud or crime. A voice announcement indicating that a telephone conversation now started will be recorded is issued to a sender in advance. This offers a function that deters frauds and crimes by creating psychological resistance. A warning is issued to the recipient after performing a voiceprint check. The contents of telephone conversations during the commitment of a fraud or crime are played back to provide information necessary to take countermeasures against frauds and crimes.

Abstract: A system for implementing multimedia ring back tone service is disclosed, which includes a communication network, an MRBT platform storing multimedia ring back tones in the communication network and a VIG. The MRBT platform is respectively connected to the Service Switch Center dominating the terminal and an MGW in the communication network through the VIG; when a calling terminal initiates a call through the Service Switch Center, the VIG establishes a communication link from the terminal to the MRBT platform through the MGW and the VIG before the call is put through; and MRBT platform plays multimedia ring back tones for the calling terminal via the established communication link. The present invention also provides a method for implementing multimedia ring back tone service is also disclosed. The system and the method can implement multimedia ring back tone service in 3G communication networks.

Abstract: A method for recording data at a mobile telephone during a telephone call between a user of the mobile telephone and a participant, including enabling a user to record first data during the telephone call; augmenting the first data with second data that identifies the participant, without user input of the second data; and storing the augmented first data.

Abstract: Systems and methods for recording an encrypted contact center interaction.

Abstract: A method and computer-readable medium for obtaining information associated with a VoIP communication session includes tapping the computer network passively to obtain signaling and media information in a first format, separating the signaling and media information, determining transport information from at least one of the signaling and media information, transcoding the media information to a second format, and storing the transcoded media information in the second format. The media information includes data, voice, audio, and/or video information.

Abstract: Methods, apparatus and computer-readable media for registering and retrieving contact information associated with a potential calling party. The registration method comprises receiving an originating address associated with the potential calling party, receiving contact information associated with the potential calling party and storing the originating address associated with the potential calling party in an originating address field of a record associated with the potential calling party and storing the contact information associated with the potential calling party in a contact information field of the record associated with the potential calling party. This increases the variety of contact information that can be left by the potential calling party, contributes to a greater efficiency with which the eventual called party may retrieve contact information associated with a voice mail message and also accelerates the process by which an actual calling party can leave contact information for the called party.

Abstract: Disclosed are systems and methods which provide availability of information on a network wide basis, with the network or information technology (IT) fabric spanning a wide range of institutions and other sources of information, including correctional facilities, without regard to which jurisdiction the source of information belongs, e.g. police, courts, federal investigation agencies, public databases etcetera. Embodiments provide an electronic based capability to identify useful information and for locating, collecting, compiling, aggregating, distilling, and/or reporting robust data.

Abstract: A recording system has an interface enabled to monitor interaction between an agent of an enterprise and a second person, recording apparatus enabled to record the interaction and to store the recording in a data repository, and software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus. The software responds to inputs from the second person to control the recording apparatus.

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.

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.

Abstract: A computer/telephony integrated single-point-of-contact system (CISS) enabling a user to contact another using multiple devices with a single contact attempt is disclosed. A plurality of computer programs residing in a computer use a subscriber database, authorization database, priority list database, and device attributes database to determine how to respond to a request to contact a subscriber. If the request is an emergency, the computer repeatedly contacts all of the subscriber's devices until a response is received. Otherwise, the computer contacts the subscriber's devices in a sequential order determined by the subscriber. The computer can also delete redundant un-received messages from a subscriber's devices and create a real-time connection between the requester and the subscriber, if it is technically possible, at the subscriber's request.

Abstract: The automated dissemination of information in response to a telephone call is disclosed. When a call is received, the call can be forwarded to a third party, such as an emergency service provider. Data and/or audio information associated with the call can be automatically transmitted to one or more recipients.

Abstract: The present invention discloses a method and a system for recording a conversation, a conversation-recording platform and an MRBT platform. The method includes: receiving a call request from a calling user; establishing a conversation connection between calling and called users according to the call request; and recording the conversation between the calling and called users during the conversation of the calling and called users. The invention has the following beneficial effects: a larger conversation file can be stored, and the conversation between terminal users may be recorded automatically.

Abstract: There is provided a device for managing recorded data, comprising: a recording unit configured to record a telephone communication; a designation unit configured to designate a time delimiting point to be set to recorded data being recorded by the recording unit; a receiving unit configured to receive a signal indicating a time delimiting point from an external device of a party on the other side; a setting unit configured to set the designated time delimiting point designated through the designation unit and the received time delimiting point received from the external device to the recorded data.