Recording invocation of communication sessions
Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.
1. A method of recording a communication session in a contact center, comprising:
determining whether to record media streams associated with the communication session;
providing recording instructions to a communication component and a recording system to invoke recording of the media streams by a recording system;
associating the media streams of the communication session using at least one identifier from a call control protocol;
assembling the media streams together into a single media stream using the at least one identifier of the call control protocol;
selecting a recorder from a plurality of recorders to record the single media stream; and
recording the single media stream at the selected recorder.
2. The method of claim 1 , wherein the call control protocol is at least one of SIP or H323.
3. The method of claim 2 , wherein the identifier further comprises a global call identifier.
4. The method of claim 1 , associating the media streams further comprising associating a first media stream with a second media stream, wherein the at least one identifier is stored in the first and second media streams.
5. The method of claim 4 , wherein the at least one identifier corresponds to the communication session.
6. The method of claim 1 , associating the media streams further comprising associating a first media stream and a second media streams that are recorded on a first recording subsystem and a second recording subsystem of the recording system, respectively.
7. The method of claim 6 , further comprising assembling together the first media stream and second media stream as the single media stream at least an archival system or a replay systems.
8. The method of claim 1 , wherein the assembling eliminates gaps in the communication session at replay.
9. The method of claim 1 , wherein the assembling, provides a gap during replay indicative of content that is missing from the communication session.
10. The method of claim 1 , wherein the assembling includes alternative content at replay.
11. The method of claim 10 , wherein the alternative content identifies that secured information has not been recorded, is deleted or is protected from replay.
12. A method of recording a communication session in a contact center, comprising:
determining whether to record media streams associated with the communication session;
providing recording instructions to a communication component and a recording system to invoke recording of the media streams by at least one recording system;
routing the media streams to the recording system;
associating the media streams of the communication session at the at least one recording system using at least one identifier from a call control protocol;
assembling the media streams together into a single media stream using the at least one identifier of the call control protocol;
selecting a recorder from a plurality of recorders to record the single media stream; and
recording the single media stream at the selected recorder.
13. The method of claim 12 , further comprising routing the media streams to the at least one recording system based on the at least one identifier.
14. The method of claim 13 , wherein the at least one identifier further comprises a call control protocol, wherein the call control protocol is at least one of SIP or H323.
15. The method of claim 14 , wherein the at least one identifier further comprises a global call identifier.
16. The method of claim 13 , associating the media streams further comprising associating a first media stream and a second media streams that are recorded on a first recording subsystem and a second recording subsystem of the at least one recording system, respectively.
17. The method of claim 16 , further comprising assembling together the first media stream and second media stream as a single stream.
18. A method of recording a communication session in a contact center, comprising:
determining whether to record media streams associated with the communication session;
providing recording instructions to a communication component and a recording system to invoke recording of the media streams by a recording system;
recording the media streams;
associating the media streams of the communication session using at least one identifier from a call control protocol;
assembling the media streams together into a single media stream using the at least one identifier of the call control protocol to provide an indication during playback that information within the media streams is protected;
selecting a recorder from a plurality of recorders to record the single media stream; and
recording the single media stream at the selected recorder.
19. The method of claim 18 , wherein the indication includes alternative content.
20. The method of claim 19 , wherein the alternative content includes silence to identify that secured information has not been recorded, is deleted or is protected from replay.