Patent ID: 8976954
Filing Date: 2015-03-10
Classification: H04L,H04M

Abstract:
1. A system for providing failover recording of a communication session between a calling party and an agent of a contact center, comprising: a proxy server associated with a call manager configured to enable recording of a media stream associated with a communication session, the call manager being further operative to transmit instructions to a communication component to duplicate the media stream and transmit the duplicate media stream over the network; and a first recorder operative to receive the duplicate media stream from the network and to record the duplicate media stream, the first recorder being selected from a plurality of recorders, wherein the call manager determines whether the first recorder has failed using one of a call control protocol or a heartbeat signal, wherein the call manager communicates with a second recorder selected from the plurality of recorders to record the duplicate media stream if the first recorder fails, and wherein a message is sent by the call manager to the communication component to transmit the duplicate media stream to the second recorder if the first recorder has failed, and