IVR recording continuity control

US8908840B2 · kind B2 · utility

Assignee

• Verizon Patent and Licensing Inc. · US

Inventors

• David E. Phelps · Colorado Springs, US
• Brian S. Badger · Dallas, US
• John Macedo · Clearwater, US
• Gregory J. Bjornberg · Colorado Springs, US
• John Rivera · Plano, US

Key dates

• Filing date: Dec 12, 2011
• Grant date: Dec 9, 2014
• Expiry date: Jul 11, 2032

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/58
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A computing device may establish a communication session with a user equipment device (UE). The computing device may interact with the UE via interactive voice response (IVR) services and enable a first portion of the communication session to be recorded using a first recording mode. The computing device may out-dial a second portion of the communication session and enable a second portion of the communication session to be recorded using a second recording mode. A recording mode may include recording a portion of a communication session locally, streaming a portion of the communication session to a recording system, or out-dialing a portion of the communication session to enable a communication session tap to be placed on the out-dialed portion of the communication session.