Call event tagging and call recording stitching for contact center call recordings
US9565296B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 2, 2015 |
| Grant date | Feb 7, 2017 |
| Priority date | — |
| Expiry date | Nov 2, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/609
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.