The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 15, 2014
Filed:
May. 15, 2009
Jamie Richard Williams, Alpharetta, GA (US);
Marc Calahan, Woodstock, GA (US);
Thomas Z. Dong, Marietta, GA (US);
Jamie Richard Williams, Alpharetta, GA (US);
Marc Calahan, Woodstock, GA (US);
Thomas Z. Dong, Marietta, GA (US);
Verint Americas Inc., Alpharetta, GA (US);
Abstract
Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.