Nice Systems Ltd.

Stas Margolis

Leon Portman

Shay Weiss

Noam Ben Zeev

Dan Hadari

Mordehai Cory

Moshe Wasserblat

Eran Halbraich

Ilan Yosef

Hadas Liberman Ben-Ami

Oren Yaakov Lewkowicz

Yuval Sittin

Yariv Lenchner

Omer Gazit

Ronit Ephrat

Beeri Mart

Zohar Tsfoni

Leonid Portman

Apparatus for recording multi-party Internet Protocol (IP) sessions at a branch, the apparatus comprising: a data capturer, deployed on a device in a local network of the branch, configured to capture at least one data packet of a multi-party IP session involving the branch; and a recorder, deployed on the device, associated with the data capturer, and configured to receive at least one of the captured data packets from the data capturer and to record the received data packets.

Branch IP recording

System and method for recording communication sessions in a peer-to-peer communication networks. A conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media.

Peer-to-peer telephony recording

System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services.

System and method for transferring interaction metadata messages over communication services

Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.

Method and system for routing text based interactions

System and method for recording communication sessions in a peer-to-peer communication networks. End-devices of the peer to peer communication network may register with a selected super-node that may fork media to a recording system for recording. Communication sessions arriving at a call center may be transferred between the external end-device and the target agent end-device via a recorder and the communication session media may be recorded. Alternatively, a conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media.

A system and method for central recording of telephone calls are provided. The method may include transferring a telephone call from a session border controller (SBC) to a contact center and to a central recording unit, transferring of CTI information from the contact center to the central recording unit, associating the CTI information to the telephone call and determining by the central recording unit whether to record the call.

Method and system for centralized recording in a distributed environment

A system and method for forwarding a session based on a recording capacity. A recording sub-system may inform a session forwarding component of a recording capacity associated with agents. A forwarding component may select an agent to handle a session based on a recording capacity associated with the agent. A session may be interrupted if the recording capacity associated with the session is reduced below a predefined level.

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Alfei Menashe, Israel

Stas Margolis