# US 10,122,849 B2 · Computer-implemented system and method for retention of call recordings

> Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt

- Number: US 10,122,849 B2
- Document ID: US10122849B2
- Status: Granted
- Kind: B2
- Application number: 15/682,496
- Filed: 2017-08-21
- Published: 2017-11-30
- Granted: 2018-11-06
- Earliest claimed: 2007-09-20
- Assignees: Intellisist, Inc.
- Applicants: Intellisist, Inc.
- Inventors: Adam Waalkes; Gilad Odinak; Haodong (Howard) Jiang; Matthew Thorn; Tom McCann
- Web page: https://patentgrep.com/patent/US10122849B2

## CPC

- H04M 3/42221: {Conversation recording systems (at the subscriber's set H04M1/656)}
- H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends}
- H04M 3/5175: {Call or contact centers supervision arrangements}
- H04M 2203/301: Management of recordings
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)

## Abstract

A computer-implemented system and method for retention of call recordings are provided. Calls are received and recorded. The calls are provided to an automatic call distributor and criteria associated with the automatic call distributor are applied to the calls. The recordings of the calls that satisfy the criteria are provided to a database. One or more of the calls remaining are transferred to an IVR. Criteria associated with the IVR are applied to the one or more calls remaining. The recording for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR are provided to the database. Each call still remaining is transferred to an agent. Criteria associated with the agents are applied to the calls still remaining. The recording for at least one of the still remaining calls that satisfies the criteria associated with the agents is provided to the database.

## Claims

### Claim 1

A computer-implemented system for retention of call recordings, comprising:
a recorder to record each of a plurality of calls;
an automatic call distributor to receive the plurality of calls, wherein a set of criteria associated with the automatic call distributor is applied to the calls and the recordings of the calls that satisfy the criteria are provided to a database;
a component of an IVR system to receive from the automatic call distributor one or more of the calls remaining;
a first watcher to apply a set of criteria associated with the IVR to the one or more remaining calls, wherein the recordings for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR are provided to the database and each call still remaining is provided to an agent;
and
a second watcher to apply a set of criteria associated with the agents to the calls still remaining, wherein the recordings for at least one of the still remaining calls that satisfy the criteria associated with the agents are provided to the database.

### Claim 2 (depends on 1)

A system according to claim 1, wherein the recordings of the calls that do not satisfy the criteria associated with the automatic call distributor, the IVR, and the agents are discarded.

### Claim 3 (depends on 2)

A system according to claim 2, wherein a time period for discarding the call recordings that do not satisfy the criteria associated with the automatic call distributor, the IVR, and the agents is applied.

### Claim 4 (depends on 2)

A system according to claim 2, wherein a record of the discarded call recordings is stored.

### Claim 5 (depends on 1)

A system according to claim 1, wherein the criteria associated with the automatic call distributor, the IVR, and the agents are the same or different.

### Claim 6 (depends on 1)

A system according to claim 1, wherein the recordings of the plurality of calls are received into a temporary storage.

### Claim 7 (depends on 1)

A system according to claim 1, wherein each of the recordings of the calls that satisfy criteria associated with one of the automatic call distributor, IVR, and agents are provided to the database for retention one of prior to and after an interaction with a caller associated with that call.

### Claim 8 (depends on 1)

A system according to claim 1, wherein the recordings of the calls that satisfy the criteria associated with the automatic call distributor, the IVR, and the agents are provided to the database when the call recordings are approved by at least one individual.

### Claim 9 (depends on 1)

A system according to claim 1, wherein the call recordings are transferred to the database for training.

### Claim 10 (depends on 1)

A system according to claim 1, wherein instructions from an individual to override the transfer of the call recordings to the database are received.

### Claim 11

A computer-implemented method for retention of call recordings, comprising:
receiving a plurality of calls;
recording each of the plurality of calls;
providing the calls to an automatic call distributor;
applying a set of criteria associated with the automatic call distributor to the calls;
providing the recordings of the calls that satisfy the criteria to a database;
transferring one or more of the calls remaining to an IVR;
applying a set of criteria associated with the IVR to the one or more calls remaining;
providing the recording for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR to the database;
transferring each call still remaining to an agent;
applying a set of criteria associated with the agents to the calls still remaining; and
providing the recordings for at least one of the still remaining calls that satisfy the criteria associated with the agents to the database.

### Claim 12 (depends on 11)

A method according to claim 11, further comprising:
discarding the recordings of the calls that do not satisfy the criteria associated with the automatic call distributor, the IVR, and the agents.

### Claim 13 (depends on 12)

A method according to claim 12, further comprising:
applying a time period for discarding the call recordings that do not satisfy the criteria associated with the automatic call distributor, the IVR, and the agents.

### Claim 14 (depends on 12)

A method according to claim 12, further comprising:
maintaining a record of the discarded call recordings.

### Claim 15 (depends on 11)

A method according to claim 11, wherein the criteria associated with the automatic call distributor, the IVR, and the agents are the same or different.

### Claim 16 (depends on 11)

A method according to claim 11, wherein the recordings of the plurality of calls are received into a temporary storage.

### Claim 17 (depends on 11)

A method according to claim 11, wherein each of the recordings of the calls that satisfy criteria associated with one of the automatic call distributor, IVR, and agents are provided to the database for retention one of prior to and after an interaction with a caller associated with that call.

### Claim 18 (depends on 11)

A method according to claim 11, further comprising:
providing the recordings of the calls that satisfy the criteria associated with the automatic call distributor, the IVR, and the agents to the database when the call recordings are approved by at least one individual.

### Claim 19 (depends on 11)

A method according to claim 11, further comprising:
utilizing the call recordings transferred to the database for training.

### Claim 20 (depends on 11)

A method according to claim 11, further comprising:
allowing an individual to override the transfer of the call recordings to the database.