Patent ID: 8706689
Filing Date: 2014-04-22
Classification: G06Q

Abstract:
1. A system for media lifecycle management for recorded media in a contact center environment, the system comprising: a plurality of recording servers operating on network-attached computers and configured to record a plurality of interactions in a contact center; a call recording database stored and operating on a network connected computer and configured to store metadata pertaining to storage locations of recordings of the plurality of interactions in the contact center; a media lifecycle management service operating on a plurality of network-attached server computers and comprising software modules configured to carry out a relocation process, an archive process, a backup process, a restore process, a delete process, and a synchronize process; a configuration service operating on a plurality of network-attached server computers; and a plurality of data storage devices attached to a network and each accessible to at least one recording server and to the media lifecycle management service and the configuration service; wherein the relocation process of the media lifecycle management service, on receipt of a request from a user to relocate media data, relocates a first plurality of files comprising media from a recorded interaction from a first storage location to a second location while modifying a set of metadata in the call recording database pertaining to the recorded interaction by changing at least an indicia of a current storage location of recorded media; wherein the archive process of the media lifecycle management service, on receipt of a request from a user or when required by one or more archive rules stored in the configuration service, removes a second plurality of media files pertaining to a first plurality of recorded interactions from the data storage service and archives the second plurality of media files on a long-term storage medium, while modifying a set of metadata in the call recording database pertaining to the first plurality of recorded interactions by changing at least an indicia of a current storage location of the first plurality of media files; wherein the backup process of the media lifecycle management service, on receipt of a request from a user or when required by one or more backup rules stored in the configuration service, creates copies of a third plurality of media files pertaining to a second plurality of recorded interactions from the data storage service and backs up the third plurality of media files on a long-term storage medium, while modifying a set of metadata in the call recording database pertaining to the third plurality of recorded interactions by changing at least an indicia of a current backup storage location of the second plurality of media files; wherein the restore process of the media lifecycle management service, on receipt of a request from a user or when required by one or more restore rules stored in the configuration service, retrieves copies of a fourth plurality of media files pertaining to a third plurality of recorded interactions from a long-term storage medium and restores the fourth plurality of media files to the data storage service, while modifying a set of metadata in the call recording database pertaining to the third plurality of recorded interactions by changing at least an indicia of a current storage location of the fourth plurality of media files; wherein the delete process of the media lifecycle management service, on receipt of a request from a user or when required by one or more automatic deletion rules stored in the configuration service, deletes copies of a fifth plurality of media files pertaining to fourth plurality of recorded interactions from the data storage service, while modifying a set of metadata in the call recording database pertaining to the fifth plurality of recorded interactions by changing at least an indicia of a current storage status to indicate that the fifth plurality of recorded interactions was deleted; wherein the synchronize process of the media lifecycle management service, on receipt of a request from a user or when required by one or more synchronization rules stored in the configuration service, retrieves full or partial copies of a sixth plurality of media files pertaining to a specific recorded interaction from the data storage service and synchronizes the sixth plurality of media files, wherein synchronizing the sixth plurality of media files produces a single media file corresponding to the specific recorded interaction, while modifying a set of metadata in the call recording database pertaining to the specific recorded interaction by adding at least an indicia of a current storage location of the synchronized media file; and further wherein a recording server, when a storage level of a first storage server reaches a high water mark, ceases sending call recording data to that storage server and begins sending recording data to a second storage server.