Routine communication sessions for recording

Details Routine communication sessions for recording Routine communication sessions for recording

2006-09-29

2009-08-04

Nguyen, Quynh H (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265060, C379S112010, C379S067100, C709S204000

Reexamination Certificate

active

07570755

ABSTRACT:
Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.

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