System and method for recording and monitoring communications using a media server
A communication system including a media server through which communication packets are exchanged for recording and monitoring purposes is disclosed. A tap is associated with each communication endpoint allowing for cradle to grave recording of communications despite their subsequent routing or branching. An incoming communication is routed to a first tap and upon selection of a receiving party; the first tap is routed to a second tap which forwards communication packets on to the receiving party. The taps may be used to forward communication packets to any number of other taps or destinations, such as a recording device, monitoring user, or other user in the form of a conference.
1. A method comprising the steps of:
(a) connecting a first digital endpoint corresponding to a first party to a first tap on a media server over a digital network;
(b) connecting a second digital endpoint corresponding to a second party to a second tap on said media server over said digital network;
(c) replicating the communication packets received by said first tap and forwarding said communication packets to at least a first recording or monitoring device;
(d) establishing a first communication session over said network between said first party and said second party by routing communication packets from said first digital endpoint received by said first tap through said second tap to said second digital endpoint and from said second digital endpoint through said first tap to said first digital endpoint without interrupting said forwarding
(e) routing said communication packets bidirectionally;
(f) connecting a third digital endpoint corresponding to a third party to a third tap on said media server over said digital network; and,
(g) adding said third party to said first communication session by routing communication packets received by said first tap and said second tap through said third tap to said third digital endpoint and routing communication packets received by said third tap through said first and said second taps to said first and said second digital endpoints respectively without interrupting said forwarding.
2. The method of claim 1 , further comprising the steps of:
(h) removing said second party from said communication session by ceasing said routing;
(i) establishing a second communication session over said network between said first party and said third party by routing communication packets received by said first tap through said third tap to said third digital endpoint and by said third tap through said first tap to said first digital endpoint without interrupting said forwarding.
3. The method of claim 2 , wherein said third digital endpoint is a hold server.
4. The method of claim 3 , wherein said hold server provides hold audio.
5. The method of claim 1 , further comprising the step of:
(h) terminating said first communication session without interrupting said forwarding.
6. The method of claim 1 , wherein said monitoring device is a digital endpoint associated with a contact center supervisor.
7. The method of claim 1 , wherein said recording device is a storage device.
8. The method of claim 1 , wherein a file server stores said communication packets to a file.
9. The method of claim 8 , wherein said file is encrypted.
10. The method of claim 8 , wherein said file is compressed.
11. The method of claim 8 , wherein said file includes meta-data associated with said communication packets.
12. The method of claim 1 , wherein each of said digital endpoints is a SIP endpoint.