Verizon Patent and Licensing Inc.

Mci Communications Corporation

John Rivera

David E Phelps

Brian S Badger

Gregory J Bjornberg

John Macedo

Robert A Sartini

Belinda Franklin-Barr

James P Brechtel

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

An apparatus is provided for transferring data among clients, recipients, and servers. In general, an apparatus is described for coordinating and modifying data being transferred from clients to destination servers and from destination servers to recipients. A proxy server modifies requests and responses from clients and destination servers, respectively, and ultimately communicates related responses to recipients according to one or more predefined rules pertaining to each client and destination server. In this way, requests may be communicated from clients to the appropriate destination servers such that the requests may be fulfilled by the destination servers, and responses may be communicated from the destination servers to the appropriate recipients. The load on potential destination servers, network conditions, and the content of the responses received may be considered and addressed by the proxy server, facilitating the transfer of data.

Apparatus for transferring data via a proxy server and an associated method and computer program product

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 system may include a database configured to selectively store and retrieve data. The system may further include a call record parser configured to receive a plurality of call records, each call record being associated with a respective call, parse the plurality of call records to identify periods of resource usage and types of resource usage for the associated calls, create parsed data based on the identified periods of resource usage and the types of resource usage, and store the parsed data in the database indexed according to the type of the identified resource and including the start and end times for the identified periods of usage.

Speech usage and performance tool

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.

Network call recording

A Data Enhancement Engine uses a novel object-oriented architecture to provide real-time data enhancement on event records. The architecture is highly scalable so that new data enhancement processes are added quickly and easily, allowing client system requirements to be met in minimal time. In the preferred embodiment, the Data Enhancement Engine is employed in a Network Information Concentrator for a telecommunications network. It receives a real-time feed of event records from a network information distributor process and activates specific enhancement processes based on filtering criteria. These enhancement processes are realized with derivable object classes. They will retrieve appropriate data from an object database and enhance the record with that data. The Data Enhancement Engine will then format the enhanced record according to a specific client's requirements, and send the record to the client. There is a distinct record receiving and filtering process defined for each client system. There are also distinct enhancement processes defined for each type of record enhancement that a client requires. If new enhancement types are required, then new enhancement processes may be created by simply deriving from a base class a new set of classes. This new set of classes may then be defined with the specific methods needed for the enhancement types they support.

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Colorado Springs, CO, United States of America

John Rivera