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:
Mar. 22, 2016
Filed:
Sep. 05, 2014
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Henry Lum, Markham, CA;
Vladimir Filonov, Lafayette, CA (US);
Jeffrey Culbert, Richmond Hill, CA;
Daniel Blander, Anaheim Hills, CA (US);
Somasundaram Subramaniam, Chennai, IN;
Angelo Cicchitto, Milan, IT;
Paul Gvildys, Toronto, CA;
GENESYS TELECOMMUNICATIONS LABORATORIES, INC., Daly City, CA (US);
Abstract
A system and method for handling call recording failures for a contact center. A processor receives information on a first media controller currently assigned to a telephony call. The first media controller bridges a first media path between the first and second communication devices and records, into a storage device, media exchanged in the first media path during the telephony call. The processor detects failure of the first media controller during the telephony call, where the failure of the first media controller tears down the first media path. In response to detecting the failure, the processor bridges a second media path between the first and second communication devices until a second media controller is identified. In response to the second media controller being identified, the second media controller is signaled to bridge and record media exchanged during the telephony call.