Abstract

Systems and methods for recording resource association are provided. A representative system includes an initiating component configured to initiate a communication with a communications device, the communications device being coupled to a first extension; a receiving component configured to receive recording data from a plurality of extensions at a plurality of recording resources, the plurality of extensions including the first extension; and a first determining component configured to determine a recipient recording resource that received the initiated communication.

IPC Classes  ?

• H04M 3/22 - Arrangements for supervision, monitoring or testing
• H04M 1/654 - Telephone line monitoring circuits therefor, e.g. ring detectors

Abstract

Systems and methods for recording in a customer center environment are provided. In this regard, a representative method comprises: receiving data related to a communication; communicating with a recording system to determine the processing capabilities of the recording system; determining whether to adjust packet size of the data based on the processing capabilities of the recording system; responsive to determining that the packet size is to be adjusted, adjusting the packet size of the data based on the processing capabilities of the recording system; and transmitting the data with the adjusted packet size to the recording system.

IPC Classes  ?

• H04M 3/22 - Arrangements for supervision, monitoring or testing
• G11B 20/10 - Digital recording or reproducing
• H04L 12/20 - Arrangements for providing special services to substations for converting transmission speed from the inherent speed of a substation to the inherent speed of other substations

Abstract

Systems and methods for monitoring information corresponding to communication sessions are provided. A representative method includes: receiving information corresponding to the communication session; storing the information in long term storage; extracting a first portion of the information from the long term storage; populating a database with the first portion of the information such that the portion of the information is stored in the database in addition to being stored in the long term storage; determining that additional information corresponding to the communication session is required for use; and extracting an additional portion of the information from the long term storage.

IPC Classes  ?

• H04L 12/66 - Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
• H04M 1/656 - Recording arrangements for recording conversations
• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing
• H04M 11/06 - Simultaneous speech and data transmission, e.g. telegraphic transmission over the same conductors
• H04Q 3/64 - Distributing or queuing
• G10L 15/26 - Speech to text systems

Abstract

Included are embodiments for providing speech analysis. At least one embodiment of a method includes receiving audio data associated with a communication; determining at least one phoneme associated with the received audio data; and providing the at least one phoneme in a phonetic transcript, the phonetic transcript including at least one character from a phonetic alphabet. Some embodiments include accessing, from a data storage component that is configured to store a plurality of search terms, at least one search term; and comparing the at least one phoneme with the at least one search term to determine whether the at least one search term is included in the communication.

IPC Classes  ?

• G10L 15/26 - Speech to text systems