Patent ID: 9154623
Filing Date: 2015-10-06
Classification: H04M

Abstract:
1. A method for automatically recording audio of a call in a contact center, comprising: establishing the call by the contact center between a human agent and a remote party using a call handler; providing audio of the call from the call handler to a speech analytics module (“SAM”) using two audio streams, wherein a first audio stream conveys speech of the human agent and a second audio stream conveys speech of the remote party; receiving a call-related event notification at a call recording application specific module (“CR-ASM”), wherein the call-related event notification indicates establishment of the call and is provided to the CR-ASM by either the call handler or the SAM; generating a call instance data structure in response to receiving the call-related event notification; analyzing by the SAM the speech of the first stream to detect a request from the human agent to obtain authorization from the remote party to record the call; providing a first one or more speech-related event notifications from the SAM to an event handler module indicating the first audio stream comprises the request from the human agent to obtain authorization from the remote party to record the call; providing the first one or more speech-related event notifications from the event handler module to the CR-ASM; modifying the call instance data structure by the CR-ASM in response to receiving the first one or more speech-related event notification; analyzing by the SAM the speech of the second stream to detect consent provided from the remote party to record the call; providing a second one or more speech-related event notifications by the SAM to the event handler module indicating the second audio stream comprises consent to record the call; providing the second one or more speech-related event notifications from the event handler module to the CR-ASM; and causing by the CR-ASM recording of the audio of the call in response to receiving the second one or more speech-related event notifications.