# US 10,455,081 B2 · Network recording and speech analytics system and method

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- Number: US 10,455,081 B2
- Document ID: US10455081B2
- Status: Granted
- Kind: B2
- Application number: 15/896,026
- Filed: 2018-02-13
- Published: 2018-07-12
- Granted: 2019-10-22
- Earliest claimed: 2013-03-15
- Applicants: Genesys Telecommunications Laboratories, Inc.
- Inventors: Eric Tamblyn; Henry Lum; Vladimir Filonov; Jeffrey Culbert; Daniel Blander; Somasundaram Subramaniam; Angelo Cicchitto; Paul Gvildys
- Web page: https://patentgrep.com/patent/US10455081B2

## CPC

- H04M 3/28: Automatic routine testing {; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor}
- H04L 9/0819: {Key transport or distribution, i.e. key establishment techniques where one party creates or otherwise obtains a secret value, and securely transfers it to the other(s) (network architectures or network communication protocols for key distribution in a packet data network H04L63/062)}
- H04L 65/104: {in the network}
- H04L 65/1045: Proxies, e.g. for session initiation protocol [SIP]
- H04L 65/1063: Application servers providing network services (systems providing special services to telephonic subscribers H04M3/42)
- H04L 65/1076: Screening of IP real time communications, e.g. spam over Internet telephony [SPIT]
- H04L 65/1104: Session initiation protocol [SIP]
- H04L 65/765: {intermediate}
- H04M 1/656: for recording conversations
- H04M 3/22: Arrangements for supervision, monitoring or testing
- H04M 3/2218: {Call detail recording}
- H04M 3/42221: {Conversation recording systems (at the subscriber's set H04M1/656)}
- H04M 3/51: Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing}
- H04M 3/5175: {Call or contact centers supervision arrangements}
- H04M 3/5183: {Call or contact centers with computer-telephony arrangements}
- H04Q 3/00: Selecting arrangements (H04Q5/00 - H04Q11/00 take precedence)
- H04W 4/16: Communication-related supplementary services, e.g. call-transfer or call-hold
- H04W 12/04: Key management, e.g. using generic bootstrapping architecture [GBA]
- H04W 24/04: Arrangements for maintaining operational condition
- H04W 40/20: based on geographic position or location
- H04L 9/0822: {using key encryption key}
- H04L 2209/24: Key scheduling, i.e. generating round keys or sub-keys for block encryption
- H04M 3/42348: {Location-based services which utilize the location information of a target}
- H04M 2203/551: Call history
- H04M 2203/609: Secret communication
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- H04Q: SELECTING (switches, relays, selectors H01H; wireless communication networks H04W)
- H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72)

## Abstract

A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

## Claims

### Claim 1

A method for network recording comprising:
receiving, by a processor, a request for a telephony call from a first communication device;
invoking, by the processor, a rule based on an attribute of the telephony call, wherein the rule identifies a condition for recording the call; and
in response to determining that the condition for recording the call is satisfied, establishing, by the processor, a first call path with a recording system instead of a second call path different from the first call path, the second call path being utilized when the condition for recording the call is not satisfied, wherein the recording system is configured to receive media transmitted by the first communication device via the first call path instead of the second call path, bridge a media path between the first communication and a second communication device for transporting the media over the media path, and store the media in a storage device, wherein the recording system is further configured to retrieve and transmit the stored media in response to a request from a requesting device.

### Claim 2 (depends on 1)

The method of claim 1, wherein the recording system is configured to replicate the media for storing in the storage device.

### Claim 3 (depends on 1)

The method of claim 1, wherein the recording system is further configured to capture metadata associated with the call, store the captured metadata in association with the recorded media, and provide the recorded media and metadata to a requesting device over a wide area network.

### Claim 4 (depends on 3)

The method of claim 3, wherein the metadata includes information corresponding to the first or second communication device.

### Claim 5 (depends on 1)

The method of claim 1, wherein the recording system is further configured to analyze the stored media for detecting at least one of a key word or phrase, and trigger an action in response to the analysis.

### Claim 6 (depends on 1)

The method of claim 1, wherein the recording system includes a media controller, and a call controller in a first geographic region is configured to:
establish a communication session between the first and second communication devices; identify a second geographic location associated with a resource involved in the telephony call; and
identify the media controller based on location of the media controller in the identified second geographic location.

### Claim 7 (depends on 1)

The method of claim 1, wherein the recording system includes a first media controller, and a call controller in a first geographic region is configured to:
identify the first media controller currently assigned to the telephony call;
detect a failure of the first media controller during the telephony call, wherein the failure of the first media controller tears down the media path;
in response to detecting the failure, bridge a second media path between the first and second communication devices until a second media controller is identified; and
in response to the second media controller being identified, signal the second media controller to bridge and record media exchanged during the telephony call.

### Claim 8 (depends on 3)

The method of claim 3, wherein the metadata includes a link to a recording of media exchanged during the telephony call, wherein the recording system is further configured to:
receive a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call;
store the call event in a database record;
retrieve the database record for displaying the call event on a display device;
receive a user command identifying the call event in response to the display on the display device; and
retrieve a portion of the recording associated with the call event in response to the user command for providing an audible rendering of the retrieved portion of the recording.

### Claim 9 (depends on 1)

The method of claim 1, further comprising, in response to determining that the condition for recording the call is not satisfied, establishing, by the processor, the second call path with the second communication device without establishing the first call path, wherein the media transmitted by the first communication device is for being received via the second call path instead of the first call path.

### Claim 10 (depends on 2)

The method of claim 2, wherein the recording system is further configured to encrypt the replicated media via a first cryptographic key for storing the encrypted media in the storage device, and encrypt the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media.

### Claim 11

A system for recording media for a contact center comprising:
a processor; and
a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
receive a request for a telephony call from a first communication device;
invoke a rule based on an attribute of the telephony call, wherein the rule identifies a condition for recording the call; and
in response to determining that the condition for recording the call is satisfied, establish a first call path with a recording system instead of a second call path different from the first call path, the second call path being utilized when the condition for recording the call is not satisfied, wherein the recording system is configured to receive media transmitted by the first communication device via the first call path instead of the second call path, bridge a media path between the first communication and a second communication device for transporting the media over the media path, and store the media in a storage device, wherein the recording system is further configured to retrieve and transmit the stored media in response to a request from a requesting device.

### Claim 12 (depends on 11)

The system of claim 11, wherein the recording system is configured to replicate the media for storing in the storage device.

### Claim 13 (depends on 11)

The system of claim 11, wherein the recording system is further configured to capture metadata associated with the call, store the captured metadata in association with the recorded media, and provide the recorded media and metadata to a requesting device over a wide area network.

### Claim 14 (depends on 13)

The system of claim 13, wherein the metadata includes information on a user of the first or second communication device.

### Claim 15 (depends on 11)

The system of claim 11, wherein the recording system is further configured to analyze the stored media for detecting at least one of a key word or phrase, and trigger an action in response to the analysis.

### Claim 16 (depends on 11)

The system of claim 11, wherein the recording system includes a media controller, and a call controller in a first geographic region is configured to:
establish a communication session between the first and second communication devices; identify a second geographic location associated with a resource involved in the telephony call; and
identify the media controller based on location of the media controller in the identified second geographic location.

### Claim 17 (depends on 11)

The system of claim 11, wherein the recording system includes a first media controller, and a call controller in a first geographic region is configured to:
identify the first media controller currently assigned to the telephony call;
detect a failure of the first media controller during the telephony call, wherein the failure of the first media controller tears down the media path;
in response to detecting the failure, bridge a second media path between the first and second communication devices until a second media controller is identified; and
in response to the second media controller being identified, signal the second media controller to bridge and record media exchanged during the telephony call.

### Claim 18 (depends on 13)

The system of claim 13, wherein the metadata includes a link to a recording of media exchanged during the telephony call, wherein the recording system is further configured to:
receive a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call;
store the call event in a database record;
retrieve the database record for displaying the call event on a display device;
receive a user command identifying the call event in response to the display on the display device; and
retrieve a portion of the recording associated with the call event in response to the user command for providing an audible rendering of the retrieved portion of the recording.

### Claim 19 (depends on 11)

The system of claim 11, further comprising, in response to determining that the condition for recording the call is not satisfied, establishing, by the processor, the second call path with the second communication device without establishing the first call path, wherein the media transmitted by the first communication device is for being received via the second call path instead of the first call path.

### Claim 20 (depends on 12)

The system of claim 12, wherein the recording system is further configured to encrypt the replicated media via a first cryptographic key for storing the encrypted media in the storage device, and encrypt the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media.