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AssigneeVerint Americas Inc.
InventorsJamie Richard Williams, Marc Calahan, Scott M. Bluman
Estimating the term…
Systems and methods for using secondary communication channel information, such as RTCP information to facilitate correlating business information to allow gateway recording. Using information in this secondary communication channel the recording system can correlate the business metadata either directly (e.g., using a phone extension) or through one or more indirect operations (e.g., a call ID-to-universal call id-to-phone extension). Additionally, information in the primary communication channel may be used to perform an indirect operation to correlate auxiliary business information (e.g., using the CALLID or UCID in SIP signaling to resolve the agent's phone extension and thereby access auxiliary business information.)
A method for centrally recording voice transactions and correlated business information in a phone system for a call center, the method comprising:
A system for recording voice transactions and correlated business information from a phone system for a call center, the system comprising:
Dependencies are inferred from the claim text.