System and method for recording calls in a WebRTC contact center
AssigneeAvaya Inc.
InventorNeil O'Connor
Life of this patent
Estimating the term…
Abstract
A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes a fork module for forking media streams associated with the at least one WebRTC call. The call recording system further includes a record module for recording the forked media streams to record the at least one WebRTC call. The call recording system further includes a barge module for enabling a supervisor to barge into the at least one WebRTC call.
Claims20
A call recording system for recording calls in an enterprise, comprising:
- a monitor module configured to monitor and detect at least one request to establish a Web Real-Time Communication (WebRTC) call with an agent of the enterprise;
- a fork module configured to fork media streams associated with the at least one WebRTC call, wherein the forking is initiated from a WebRTC enabled browser of the agent or a user outside the enterprise;
- and
- a record module configured to record the forked media streams to record the at least one WebRTC call.
A computer-implemented method for recording calls in an enterprise, the computer-implemented method comprising:
- monitoring incoming call requests in an enterprise to detect at least one request to establish a Web Real-Time Communication (WebRTC) call with an agent of the enterprise;
- forking media streams associated with the at least one WebRTC call, wherein the forking is initiated from a WebRTC enabled browser of the agent or a user outside the enterprise;
- and
- recording the forked media streams to record the at least one WebRTC call.
A tangible computer readable medium storing computer readable instructions when executed by a processor perform a method comprising:
- monitoring incoming call requests in an enterprise to detect at least one request to establish a Web Real-Time Communication (WebRTC) call with an agent of the enterprise;
- forking media streams associated with the at least one WebRTC call, wherein the forking is initiated from a WebRTC enabled browser of the agent or a user outside the enterprise;
- and
- recording the forked media streams to record the at least one WebRTC call.
Dependencies are inferred from the claim text.