Method and system for centralized recording in a distributed environment
View Patent ↗A system and method for central recording of telephone calls are provided. The method may include transferring a telephone call from a session border controller (SBC) to a contact center and to a central recording unit, transferring of CTI information from the contact center to the central recording unit, associating the CTI information to the telephone call and determining by the central recording unit whether to record the call.
1. A method for central recording of telecommunication sessions comprising:
receiving by a central recording unit voice packets related to a call that are duplicated at a session border controller (SBC) and forwarded from the SBC to the central recording unit together with a call identifier that is attached to the call by the SBC;
receiving from a contact center by the central recording unit, computer telephony integration (CTI) information related to the call and the call identifier that has been transferred from the SBC to the contact center with the call;
associating between the CTI information received from the contact center and the call received from the SBC based on the call identifier; and
determining by the central recording unit whether to record the call according to the CTI information and a set of rules.
2. The method of claim 1 , comprising forwarding forwarding media information related to the call from the SBC to the central recording unit.
3. The method of claim 1 , wherein the SBC transfers media information related to the call to a private branch exchange (PBX) within the contact center.
4. The method of claim 1 , wherein the call is transferred from the SBC to the contact center over Internet Protocol (IP) communication network.
5. The method of claim 1 , comprising associating CTI information related to the call received from the contact center with media information related to the call received from the SBC.
6. The method of claim 2 , wherein forwarding media information related to the call comprises forwarding the media information in a form of Session Initiation Protocol (SIP) messages.
7. A system for central recording of telecommunication sessions comprising:
a central recording unit; and
a session border controller (SBC) to duplicate voice packets related to a call, to attach a call identifier to the call, to forward duplicated voice packets related to the call together with the call identifier to the central recording unit and to transfer the call together with the call identifier to a contact center,
wherein the central recording unit is to receive computer telephony integration (CTI) information related to the call from the contact center together with the call identifier that has been transferred from the SBC, to associate the CTI information received the call center to the call received from the SBC based on the call identifier and to determine whether to record the call according to the CTI information and a set of rules.
8. The system of claim 7 , wherein the central recording unit is located externally to the contact center.
9. The system of claim 7 , wherein the call comprises media information related to IP address and port.
10. The method of claim 1 , wherein the SBC and the contact center are connected by an Internet Protocol (IP) communication network.