Emergency recording during VoIP session
View Patent ↗A method and apparatus are provided for recording a call between a client and an agent through an automatic contact distributor. The method includes the steps of the automatic contact distributor receiving a recording request from the agent, the automatic contact distributor activating a recording program, the recording program sniffing traffic within a packet telephone of the agent to detect packets exchanged between the agent and client and the recording program recording the detected packets between the agent and customer.
1. A method of recording a VOIP call between a client and an agent through an automatic contact distributor comprising:
the automatic contact distributor receiving a recording request from a VoIP packet telephone of the agent, the VoIP packet telephone having a first VoIP network interface for exchanging voice packets and a second packet network interface for packet sniffing;
the automatic contact distributor activating a recording program in response to the recording request;
the recording program sniffing traffic within a packet telephone of the agent using the second network interface to detect packets of the VOIP call exchanged between the agent and client; and
the recording program recording the detected packets between the agent and customer.
2. The method of recording calls as in claim 1 wherein the call further comprises a VoIP call and wherein the recording program utilizes a packet capturing tool with the agent's VoIP packet telephone, the packet capturing tool accessed via the second network interface.
3. The method of recording calls as in claim 2 wherein the step of the automatic contact distributor receiving the recording request further comprises the agent sending the recording request to the automatic contact distributor under a Session Initiation Protocol by the agent activating a record soft-key.
4. The method of recording calls as in claim 1 further comprising sending a Session Initiation Protocol INVITE message to a supervisory to notify the supervisor of the recording request and joining the supervisor to the call.
5. The method of recording calls as in claim 4 wherein the step of joining the supervisor to the call further comprises sending a Session Initiation Protocol JOIN message to an Internet telephone of the supervisor.
6. The method of recording calls as in claim 2 further comprising locating the recording program in a third-party host.
7. The method of recording calls as in claim 6 wherein the step of activating the recording program further comprises sending a transaction link message from the automatic contact distributor to the third-party host.
8. The method of recording calls as in claim 7 where the step of sending a transaction link message further comprises including at least one of an internet address of the agent and the client to the recording program.
9. The method of recording calls as in claim 8 further comprising using the internet address of the agent as a sniffing filter.
10. The method of recording calls as in claim 8 further comprising using the interne address of the client as a sniffing filter.
11. An apparatus for recording a VOIP call between a client and an agent through an automatic contact distributor comprising:
means within the automatic contact distributor for receiving a recording request from a VoIP packet telephone of the agent, the VoIP packet telephone having a first VoIP network interface for exchanging voice packets and a second network interface for packet sniffing, each network interface having a different associate IP address;
means within the automatic contact distributor for activating a recording program;
means associated with the recording program for sniffing traffic within a packet telephone of the agent to detect packets of the VOIP call exchanged between the agent and client; and
means within the recording program for recording the detected packets between the agent and customer.
12. The apparatus for recording calls as in claim 11 wherein the call further comprises a VoIP call and wherein the recording program utilizes a packet capturing tool provided within the agent VoIP packet telephone which is accessed via the second network interface.
13. The apparatus for recording calls as in claim 12 wherein the means with the automatic contact distributor for receiving the recording request further comprises means within the agent terminal for sending the recording request to the automatic contact distributor under a Session Initiation Protocol.
14. The apparatus for recording calls as in claim 11 further comprising means for joining a supervisor to the call.
15. The apparatus for recording calls as in claim 14 wherein the means for joining the supervisor to the call further comprises means for sending a Session Initiation Protocol INVITE message to an Internet telephone of the supervisor to notify the supervisor of the recording request and sending a Session Initiation Protocol JOIN message to the Internet telephone of the supervisor.
16. The apparatus for recording calls as in claim 12 further comprising means for locating the recording program in a third-party host.
17. The apparatus for recording calls as in claim 16 wherein the means for activating the recording program further comprises means for sending a transaction link message from the automatic contact distributor to the third-party host.
18. The apparatus for recording calls as in claim 17 where the means for sending a transaction link message further comprises means for including at least one of an internet address of the agent and the client to the recording program.
19. The apparatus for recording calls as in claim 18 further comprising means for using the internet address of the agent as a sniffing filter.
20. The apparatus for recording calls as in claim 18 further comprising means for using the internet address of the client as a sniffing filter.
21. An apparatus for recording a VOIP call between a client and an agent through an automatic contact distributor comprising:
a recording processing program within the automatic contact distributor that receives a recording request from a VoIP packets telephone of the agent, the VoIP packet telephone having a first VoIP network interface for exchanging voice packets and a second packet network interface for packet sniffing, and that activates a recording program;
a system analyzer associated with the recording program for sniffing traffic within a packet telephone of the agent using the second network interface to detect packets exchanged between the agent and client; and
a recorder within the recording program for recording the detected packets of the VOIP call between the agent and customer.
22. The apparatus for recording calls as in claim 21 wherein the call further comprises a VoIP call and wherein the recording program utilized a packet capturing tool provided within the agent VoIP packet telephone which is accesses via the second network interface.
23. The apparatus for recording calls as in claim 22 wherein the recording processing program Session Initiation Protocol INVITE.
24. The apparatus for recording calls as in claim 21 wherein then network analyzer further comprises an internet address of the agent and the client used as filter parameters.