Verizon Patent and Licensing Inc.

Gregory J Bjornberg

David E Phelps

Brian S Badger

John Rivera

John Macedo

Robert A Sartini

Steven William Statham

A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.

Third-party call control over secure duplex communication channel

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.

IVR recording continuity control

A method may include receiving, by a computing device, a communication session invitation from a user device and determining, by the computing device, whether a communication session, corresponding to the communication session invitation, is to be recorded. The method may also include, when the communication session is to be recorded, identifying, by the computing device, a record mode, corresponding to the communication session, from a group of record modes. The method may further include establishing, by the computing device, recording services corresponding to the record mode, and establishing, by the computing device, the communication session with the user device. The method may also include, when the communication session is not to be recorded, establishing, by the computing device, the communication session with the user device.

IVR communication session routing and recording

A computing device may receive a record order from a client device. The record order may include recording instructions for a communication session involving an interactive voice response recording system. The computing device may provide the record order to the interactive voice response recording system and, in response to providing the record order to the interactive voice response recording system, receive record metadata corresponding to the communication session and store the record metadata locally. The record metadata may include a storage location of record data corresponding to the communication session, and the record data may include a recording of the communication session.

IVR recording management and control

A method and system of an embodiment may include receiving at least a portion of a call recording request at a voice response unit, identifying a call received at the voice response unit as a call matching one or more parameters of the call recording request, and utilizing available digital signal processing resources of the voice response unit to record one or more specified portions of the call.

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Colorado Springs, CO, United States of America

Gregory J Bjornberg