Patent ID: 8699700
Filing Date: 2014-04-15
Classification: H04L,H04M

Abstract:
1. A method for recording a communication session between a customer and an agent, comprising the steps of: routing by a customer center communication system a media stream associated with a communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; determining whether to record the media stream associated with the communication session based on the information corresponding to the routing criteria; transmitting instructions to the customer center communication system to duplicate and encrypt the media stream and transmit the encrypted duplicated media stream during the communication session to a proxy server; decrypting the encrypted duplicated media stream at the proxy server and forwarding a decrypted duplicated media stream to a recording system over a network communication link; and receiving and recording the received decrypted duplicated media stream associated with the communication session, wherein receiving and recording the decrypted duplicated media stream is achieved by the recording system.