Patent ID: 8724521

Claim:
A method for providing an interface, comprising: receiving communications data associated with a communications session in a customer center, the communications session facilitated in an Internet Protocol environment; and providing the interface to a recording system for facilitating recording of voice packets and status information and one of error and warning information associated with the communications session, the interface being facilitated in an Internet Protocol (IP) format; wherein the recording system receives various types of external contact center events from multiple servers, further wherein the recording system enables continued use of the multiple servers by receiving the various types of external contact center events and determines whether to record communications data based on the received events; utilizing a failover recorder in response to a determination that a primary recorder has failed, wherein the primary recorder and the failover recorder are configured to receive the communications data; determining whether the primary recorder has failed; providing, via the interface, an indication that the primary recorder has failed; utilizing Voice Operated Exchange (VOX) detect to remove silent periods; and providing a time division multiplexing (TDM) infrastructure such that the communications data may be TDM based, wherein the interface is configured to provide event callback functionality to the customer center, the event callback functionality being called by an application program interface (API) to provide event types to the interface for recording.