Patent ID: 7570755

Claim:
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 the media stream and transmit the duplicated media stream to a recording system; receiving and recording the received duplicated media stream associated with the communication session, wherein receiving and recording the media stream is achieved by the recording system; and wherein the routing criteria include (a) redirecting the media stream to proxy servers based on the network topology or the recording load, (b) rejecting the media stream if a hybrid recording mode is configured on the recording system and the recording system is already recording the media stream via a passive method, and (c) rejecting the media stream based on recorder configuration criteria, the criteria including the recorder being over-loaded.