Telephonic communications – Diagnostic testing – malfunction indication – or electrical... – Monitoring
Reexamination Certificate
2007-04-10
2007-04-10
Tieu, Binh K. (Department: 2614)
Telephonic communications
Diagnostic testing, malfunction indication, or electrical...
Monitoring
C379S035000, C379S265060
Reexamination Certificate
active
10181103
ABSTRACT:
The invention provides for a communications recording and analysis system including means for recording one or more communication streams, means for identifying the recorded stream, means for retrieving the content of said recordings by identifier tags, and wherein additional real-time information is inferred from analysis, in real-time or later, of keystrokes entered at a computer/terminal handling the interaction, and/or computer mouse actions, and/or internet traffic emanating from, or terminating at, any one or more of a number of computers/terminals handling the interaction, and/or the words and/or prosody spoken during the interaction is recorded. Furthermore graphical display means are provided such that the presentation of call flow recording is in the form of a direct graph showing the progress of the calls through the various states and transitions.
REFERENCES:
patent: 5946375 (1999-08-01), Pattison et al.
patent: 6058163 (2000-05-01), Pattison et al.
patent: 6408064 (2002-06-01), Fedorov et al.
Kayden, Horstemeyer & Risley, LLP
Tieu Binh K.
Witness Systems, Inc.
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