Patent ID: 8908840

Claim:
A method, comprising: establishing, by an interactive voice response (IVR) system device, a communication session with a user equipment device (UE); interacting, by the IVR system device and during a first portion of the communication session, with the UE via IVR services; enabling, by the IVR system device, the first portion of the communication session to be recorded using a first recording mode, enabling the first portion of the communication session to be recorded using the first recording mode including: recording, by the IVR system device, the first portion of the communication session, and communicating the recording of the first portion of the communication session to an external recording system; out-dialing, by the IVR system device, a second portion of the communication session to a call center device, the call center device being different from the external recording system; streaming, by the IVR system device, the second portion of the communication session to the external recording system to enable the second portion of the communication session to be recorded using a second recording mode; and generating session metadata associating the first portion of the communication session with the second portion of the communication session.