Patent ID: 9178989
Filing Date: 2015-11-03
Classification: H04L,H04M,H04Q,H04W

Abstract:
1. A method for recording media for a contact center comprising: receiving by a processor call metadata for a telephony call, the call metadata including a link to a recording of media exchanged during the telephony call; receiving by the processor a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call; storing by the processor the call metadata and the call event in a database record; retrieving by the processor the database record for displaying the call event on a display device; receiving a user command identifying the call event in response to the display on the display device; retrieving a portion of the recording associated with the call event in response to the user command; and providing an audible rendering of the retrieved portion of the recording, wherein during the telephony call, the call is transferred from one call server to a second call server, wherein the recording is for a first segment of the call handled by the first call server, the transfer generating a second recording identified by a second link and a second database record for a second segment of the call handled by the second call server, the second database record including second call metadata and a second call event for the second segment of the call, the call event for the first segment of the call identifying the transfer of the call and further including the second link identifying the second recording.