Patent ID: 8948368
Filing Date: 2015-02-03
Classification: H04M

Abstract:
1. A system for storing call recordings in a call center, comprising: one or more watcher modules to monitor incoming calls to a call center; an assignment module to assign the incoming calls to one of an interactive voice response device and an agent; a recording module to initiate a call recording for each incoming call following assignment; a temporary storage device to store the call recordings; a criteria module to obtain retention criteria, to order the retention criteria by importance, and to apply the retention criteria to each of the calls; a match module to identify those calls that match at least one of the retention criteria; a selection module to select the identified calls that include one of a single highly important criteria and two or more less important criteria for retaining in the call center; a database to store the recordings of the selected calls; and a processor to execute the modules.