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:
Nov. 03, 2015
Filed:
Aug. 30, 2013
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Vladimir Filonov, Lafayette, CA (US);
Henry Lum, Markham, CA;
Jeffrey Culbert, Richmond Hill, CA;
Daniel Blander, Anaheim Hills, CA (US);
Somasundaram Subramaniam, Tamil Nadu, IN;
Angelo Cicchitto, Milan, IT;
Paul Gvildys, Toronto, CA;
GENESYS TELECOMMUNICATIONS LABORATORIES, INC., Daly City, unknown;
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.