Patent ID: 9413878
Filing Date: 2016-08-09
CPC Classification: H04L,H04M

Claim Text:
1. A method for recording a communication session between a customer and an agent, comprising the steps of: configuring a communication component of a customer center communication system to enable recording of media streams associated with a communication session; determining whether to record the media streams associated with the communication session based on the configuration of the communication component; determining one or more recorders from a plurality of recorders to record the media streams based on call control protocols; responsive to determining the one or more recorders, transmitting instructions to the customer center communication system to duplicate the media streams and transmit the duplicated media streams over a network; performing a proxy failover operation, by: receiving the duplicated media streams over the network; recording the received duplicated media streams at the one or more recorders; and stitching the received duplicated media streams together to form a single media stream.