Customer-controlled recording
View Patent ↗A recording system has an interface enabled to monitor interaction between an agent of an enterprise and a second person, recording apparatus enabled to record the interaction and to store the recording in a data repository, and software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus. The software responds to inputs from the second person to control the recording apparatus.
1. A recording system, comprising:
an interface hosted by an enterprise enabled to monitor interaction between an agent of the enterprise and a customer placing a call to the enterprise;
a recording apparatus enabled to record the interaction and to store the recording in a data repository; and
software stored in and executing from a non-transitory machine-readable medium, the software providing functions for controlling the recording apparatus;
wherein the software responds to inputs from the customer to control the recording apparatus causing the recording system to at least record the interaction, and identify all or a portion of the interaction being recorded, wherein the identified portion of the recorded interaction is copied and saved as a separate file, marked as to a date and time of the interaction and the recording is made available to the enterprise and the customer.
2. The system of claim 1 wherein the customer has access to command input to cause the recording system to record all or a portion of the interaction under a circumstance that the interaction is not being recorded.
3. The system of claim 2 wherein the recorded interaction is marked as to the date and time of the interaction.
4. The system of claim 3 wherein the recorded interaction is further marked as to one or both participants in the interaction.
5. The system of claim 1 wherein the identified portion of the recorded interaction is further marked as to one or both participants in the interaction.
6. The system of claim 1 wherein the separate file is marked as to one or both participants in the interaction.
7. The system of claim 2 wherein the customer has access to command input to retrieve and play the recorded interaction.
8. The system of claim 1 wherein the customer has access to command input to retrieve identity and the date and time of the portion of the recording identified.
9. A method for recording control, comprising the steps of:
(a) monitoring interaction between an agent of an enterprise and a customer initiating the interaction;
(b) providing, to the customer engaged in the interaction, access to recording control functions via an interface hosted by the enterprise;
(c) executing recording of all or a part of the interaction by the customer;
(d) identifying, via the customer interacting with the control functions, all or a portion of the interaction being recorded which is copied and saved as a separate file, marked as to a date and time of the interaction, wherein the separate file is made available to the enterprise and the customer.
10. The method of claim 9 including a step for marking the recorded interaction as to the date and time.
11. The method of claim 10 including a step for marking the recorded interaction as to one or both participants in the interaction.
12. The method of claim 9 including a step for further marking the identified portion of the recorded interaction as to one or both participants in the interaction.
13. The method of claim 9 including a step for marking the separate file as to one or both participants in the interaction.
14. The method of claim 9 including a step for the customer to retrieve a copy of the file.
15. The method of claim 9 including a step for the customer to retrieve identity and the date and time of the portion of the recording identified.