CA2215770A1 - A call recording system and method for use with a telephone switch - Google Patents

A call recording system and method for use with a telephone switch Download PDF

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Publication number
CA2215770A1
CA2215770A1 CA002215770A CA2215770A CA2215770A1 CA 2215770 A1 CA2215770 A1 CA 2215770A1 CA 002215770 A CA002215770 A CA 002215770A CA 2215770 A CA2215770 A CA 2215770A CA 2215770 A1 CA2215770 A1 CA 2215770A1
Authority
CA
Canada
Prior art keywords
call
recording
telephone call
recited
telephone
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
CA002215770A
Other languages
French (fr)
Inventor
Paul E. Van Berkum
Noreen A. Harrington
Daniel F. Baker
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Boeing North American Inc
Original Assignee
Rockwell International Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Rockwell International Corp filed Critical Rockwell International Corp
Publication of CA2215770A1 publication Critical patent/CA2215770A1/en
Abandoned legal-status Critical Current

Links

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M11/00Telephonic communication systems specially adapted for combination with other electrical systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/22Arrangements for supervision, monitoring or testing
    • H04M3/2281Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42221Conversation recording systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M1/00Substation equipment, e.g. for use by subscribers
    • H04M1/64Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations
    • H04M1/65Recording arrangements for recording a message from the calling party
    • H04M1/656Recording arrangements for recording a message from the calling party for recording conversations
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2242/00Special services or facilities
    • H04M2242/22Automatic class or number identification arrangements
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42025Calling or Called party identification service
    • H04M3/42085Called party identification service
    • H04M3/42102Making use of the called party identifier
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04QSELECTING
    • H04Q3/00Selecting arrangements
    • H04Q3/72Finding out and indicating number of calling subscriber

Abstract

A call recording system and method records telephone calls routed by a telephonic switch 104 to agents located at computer terminals 108. A call information circuit 110 associated with the telephonic switch 104 detects information, such as DNIS via a DNIS
circuit 112 and/or information provided by the caller, relating to the telephone calls. The computer terminal 108 includes a recording device 114 which records the telephone calls based on the call information relating to the calls. The recordings of the calls are stored in a storage device 116. To facilitate later replaying a call, a call sequence indicator 118 attaches a call sequence number to a recording of telephone call. Alternatively, or in addition to, a call time indicator 118 attaches a time and day indicator to the recording based on when the call was received. An automatic recorder 122 automatically records specified telephone calls based on the call information. An overwrite circuit 126 overwrites the call recording in the storage device every time period. A period selector 128 permits the agent, or an administrator, to select the length of the time period.

Description

CA 0221~770 1997-09-18 Background of the Invention The present invention relates generally to a call recording system and method for recording telephone calls routed by a telephonic switch to an agent and, more particularly, to a call recording system and method wherein a telephone call is autom~tic~lly recorded based on call information, wherein the agent may initiate recording at subst~nti~lly any time during the telephone call and wherein a portion of the telephone call is recorded for a predetermined time period and the recording is continuously overwritten when .hepredetermined time period expires.
Telephonic switches route telephone calls from external, or internal, callers toagents for service. Many times it is necessary to record the telephone calls. For example, harassing telephone calls may need to be recorded. Further, telephone calls handled by inexperienced agents may need to be recorded for learning purposes.
Prior call recording systems have very limited fiexibility. A telephone call is either automatically recorded from the beginnin~ of the call or the agent initi~tes the recording during the call. These systems have significant drawbacks. For example, only particular calls, such as from or to a certain telephone number, may need to be automatically recorded from the beginning of the call. Further, the recording process may start after the conduct to be recorded occurs if an agent m~nl~lly initi~tes the call recording.Accordingly, there is a need in the art for a call recording system and rr ethodwherein a telephone call is automatically recorded based on call il~o,lllalion, wherein the agent may initi~tin3~ recording at sllbstantially any time during the telephone calls and wherein a portion of a telephone call is recorded for a predetermined time period and the recording is continuously overwritten when the predetermined time period expires.

Summary of the Invention This need is satisfied by a call recording system and method in accordance with the present invention wherein a telephone call is routed to an agent at a computer terminal, the telephone call is recorded automatically based on call information relating to the telephone call, the agent may initiate recording of the telephone call at any time and a portion of the telephone call is recorded for a predetermined time period and the recording is continuously overwritten when the predetermined time period expires.
In accordance with one aspect of the present invention, a call recording system records a telephone call routed from a telephonic switch to an agent. The call recording system comprises a call information circuit for detecting call information relating to the telephone call, such as DNIS information, caller provided information or ANI hlrollllalion, and a recording device for recording the telephone call based on the call information. A
storage device stores the recording of the telephone call.
To easily retrieve individual recorded calls, a call sequence indicator assigns a call sequence number to the telephone call indicative of the order in which the agent received the call. This call sequence number is then provided to the storage device for storage with the recording of the telephone call. Thereafter, calls may be retrieved based on a particular call sequence number. To further identify and locate individual telephone calls, a call time indicator indicates a time of day when each telephone call is received by the agent. The time of day is stored in the storage device with the recording of the telephone calls.
Preferably, an automatic recorder automatically records each telephone call uponreceipt of the telephone calls by the agent. The recording device may comprise an overwrite circuit for recording a predetermined time period of the telephone call and for continuously o vel wlilhlg the recording when the predetermined time period has expired.
The recording device may further comprise a period selector for d~.fining the predetermined time period for which the telephone call is recorded.
In accordance with another aspect of the present invention, a method for recording a telephone call routed from a telephonic switch to an agent is provided. The method comprises the steps of: receiving the telephone call by the agent from the telephonic switch; detecting call information relating to the telephone call; and recording 1he telephone call based on the call information. Preferably, the method comprises one or both of the steps of detecting dialed number identification service information relating to the telephone call and detecting call information provided by a caller of the telephone call.

CA 0221~770 1997-09-18 These and other features and advantages of the present invention will become apparell~ from the following detailed description, the accompanying drawings and the appended claims.

Brief Description of the Drawings FIG. 1 is a block diagram of a call recording system in accordance with the present invention; and FIG. 2 is a schematic block diagram of the call recording system shown in FIG. 1depicting an exemplary haldw~~e configuration for impl~m~l-ting the call recording system and method of the present invention.

Detailed Description of the Invention A call recording system is shown in FIG. 1 in accordance with the present invention wherein telephone calls received from either external telephonic units 100 or internal telephonic units 102 may be recorded. Telephone calls from the externaltelephonic units 100 are ll~llsl~ ed to a telephonic switch 104, such as an automatic call distributor (ACD), via a telephonic network 106 in a well known manner. Telephone calls from the internal telephonic units 102 may or may not be routed to the telephonic switch 104 through the external telephonic network 106. For purposes of this specifieation, the internal telephonic units 102 are units which are dedicated to the telephonic switch 104, such as agent telephones, supervisor telephones and the like. The internal telephonic units 102 may be hardwiled to the telephonic switch 104 or they may be connected to the switch 104 over a network such as a large area network (LAN) or the external telephonic network 106. Numerous ACDs are known in the art for routing telephone calls. Such ACDs are described in commonly assigned U.S. Patent No. 5,386,412 issued on January 31, 1995 to Park et al., entitled "Telecommunications System Protocol For Asynchronous Data Comrnunication Between Multiport Switch Control Processor And Information Support Personal Computer Terminal" and commonly assigned U.S. Patent No. 5,384,841 CA 0221~770 1997-09-18 issued on January 24, 1996 to Adams et al., entitled "Automatic Call Distribution Network With Call Overload System and Method", the disclosures of which are hereby incorporated by reference.
A call information circuit 110 collects call information relating to the telephone calls being received by the telephonic switch 104. For example, a dialed number identification service (DNIS) circuit 112 detects DNIS numbers ll~ n~ led with the telephone calls. Further, call information may be contained in ANI hlrol,llalion In addition, call information may be provided by callers of the telephone call by entering the appropriate numbers on the external telephonic unit 100. Anumber of methods for detectin~; and obtaining call il~llllation are known in the art. Since the structure and philosophy ofthese methods are not important to the present invention beyond gellel~tillg and detecting call il~rolmaLion, details of such methods will not be further disclosed herein.
The telephonic switch 104 routes the received telephone calls to agents positioned at agent terminals. The agent terrninals comprise a computer terminal 108 and an input device 109, such as a keyboard or mouse. The agents also have access to audio tr~n~mission devices for receiving the audio portion of the telephone call, such as a telephone console, as discussed below with respect to FIG. 2.
In accordance with the present invention, the computer terminal 108 comprises a recording device 114 for recording a telephone call based on the call information detected by the call information circuit 11 0. The recording of the telephone call is stored, either as its being recorded or afterwards, in a storage device 116. The computer terrninal 108 may comprise a call sequence indicator 118 for ~signing a call sequence number to the telephone call indicative of the order in which the agent received the call. The call sequence indicator 118 may also provide the call sequence number to the storage device 116 for storage with the recording of the telephone call. In addition, the computer terminal 108 may include a call time indicator 120 for indicating a time of day when the telephone call is received by the agent and for providing the time of day to the storage device 116 for storage with the recording ofthe telephone call. By using the call sequence number and/or the call time, an individual may later retrieve a specific recording.

CA 0221~770 1997-09-18 As noted previously, it may be advantageous to record some telephone calls from their inception. An automatic recorder 122 in the recording device 114 automatically records the telephone call upon receipt of the telephone call by the agent. This automatic recording feature may be activated based on predetermined DNIS numbers, a preselected time of day, a particular agent, or any other characteristic of the telephone call. A manual recorder 124 further provides the capability for an agent to initiate the recording of the telephone call at substantially any time during the telephone call.
In order to decrease the likelihood that the recording device 114 may begin recording after an action to be recorded occurs, such as a threat, the recording device 114 comprises an overwrite circuit 126 for recording a predetermined time period ~f the telephone call and for continuously overwriting the recording when the predetermined time period has expired. For example, the predetermined time period may be selected to be five minutes The agent, or a system administrator, selects the predetermined time period via a period selector 128.
The recording device 114 begins recording the telephone call upon receipt of thecall, or upon initiation by the agent. The call is thereafter continuously recorded for five minutes and stored in the storage device 116. After five minlltes, the overwrite circuit 126 begins to overwrite the previous five minutes of the recording. This continues for the duration of the telephone call such that the last five minutes of the telephone call is always stored in the storage device 116. If the agent wishes to continuously record the telephone call, the agent signals the recording device 114, or more particularly the manual recorder 124, via the input device 109. The recording device 114 then begins to continually record the telephone call and appends the continuous recording to the previously reco~ded five minntes After the completion ofthe telephone call, the storage device 116 contains a five minute portion of the telephone call immediately preceding the request to continually record and a continuous recording of the telephone call subsequent to the request to continually record.
An exemplary haldw~re configuration for implementing the present invention is shown in FIG. 2. An interface circuit 200 receives the telephone call from the telephonic switch 104. As shown by dotted line 240, the telephone call may be routed by the CA 0221~770 1997-09-18 telephonic switch 104 through the telephonic network 106, or other communications networks, such as a local area network and the like, to the interface circuit 200. By sending the routed telephone call through the telephonic network 106, the agent, or the computer terminal 108, may be located miles from the telephonic switch.
The interface circuit 200 includes a loudspeaker, such as headphones 202, through which the agent listens to the caller. The agent communicates to the caller through a microphone 204 connected to the interface circuit 200. The interface circuit 200 also passes the telephone call to the computer terminal 108. A sound interface 206 and a driver circuit 208 receive/Ll~ns~ signals from/to the interface circuit 200. A central processing unit (CPU) 210 controls the operation of the sound interface 206 and the driver circuit 208 by executing the applopliate software programs.
In particular, the driver circuit 208 indicates to the CPU 210 and the sound interface 206 that the telephone call has been received. The CPU 210, in conjunction with the sound interface 206, records the telephone call and stores the recording in a memory 214. When the telephone call is terminated, the driver circuit 208 is notified by the interface circuit 200 and the call recording is stopped.
In accordance with another aspect of the present invention, a method for recording a telephone call routed from the telephonic switch 104 to an agent is provided. The agent receives the telephone call from the telephonic switch 104. The call information circuit 110 detects call illrolllla~ion relating to the telephone call. The DNIS circuit 112 may detect DNIS information relating to the telephone call. Further, the caller may be prompted to provide call information. Based on the call information, the recording device 11 4 records the telephone call. A system administrator typically selects which calls are to be automatically recorded through an admini~trator computer system 250.
Preferably, the recording of the telephone call is stored in the storage device 116.
The recording device 1 14 may automatically record the telephone call upon receipt of the telephone call by the agent. The recording device 114 may operate by recording a portion of the recording of the telephone call for a predetermined time period and overwriting the portion of the recording of the telephone call with a subsequent portion of the telephone CA 0221~770 1997-09-18 call. Preferably, the period selector 128 permits the variation of the time period for which the portions of the telephone call are recorded.
The structure, control and arrangement of the software components and circuits have, for the most part, been illustrated in the drawings by readily understandable block representations and schematic diagrarns. The drawings are intended to show thosespecific details that are pertinent to the present invention, in order not to obscure the disclosure with structural details which will be readily apparent to those skilled in the art having the benefit of the description herein.
Having thus described the invention in detail by way of reference to preferred versions thereof, it will be apparent that other modifications and variations are possible without departing from the scope of the invention defined in the appended clai~ ns.
Therefore, the spirit and scope of the appended claims should not be limited to the description of the preferred versions contained herein.
What is claimed is:

Claims (18)

1. A call recording system for recording a telephone call routed from a telephonic switch to an agent comprising:
a call information circuit for detecting call information relating to the telephone call; and a recording device for recording the telephone call based on the call information.
2. The call recording system as recited in claim 1 comprising:
a storage device for storing the recording of the telephone call.
3. The call recording system as recited in claim 2 comprising:
a call sequence indicator for assigning a call sequence number to the telephone call indicative of the order in which the agent received the call and for providing the call sequence number to the storage device for storage with the recording of the telephone call.
4. The call recording system as recited in claim 2 comprising:
a call time indicator for indicating a time of day when the telephone call is received by the agent and for providing the time of day to the storage device for storage with the recording of the telephone call.
5. The call recording system as recited in claim 1 wherein the recording device comprises an automatic recorder for automatically recording the telephone call upon receipt of the telephone call by the agent.
6. The call recording system as recited in claim 1 wherein the call information circuit comprises:
a dialed number identification service circuit for detecting dialed number identification service information relating to the telephone call, and wherein the recording circuit automatically records the telephone call based on the detected dialed number identification service information.
7. The call recording system as recited in claim 1 wherein the recording device comprises:
an overwrite circuit for recording a predetermined time period of the telephone call and for continuously overwriting the recording when the predetermined time period has expired.
8. The call recording system as recited in claim 7 wherein the recording device comprises:
a period selector for defining the predetermined time period for which the telephone call is recorded.
9. The call recording system as recited in claim 7 wherein the recording device comprises:
a manual recorder for receiving instructions from the agent to begin continuallyrecording the telephone call and for appending the continuous recording to the recording for the predetermined time period.
10. A method for recording a telephone call routed from a telephonic switch to an agent comprising the steps of:
receiving the telephone call by the agent from the telephonic switch;
detecting call information relating to the telephone call; and recording the telephone call based on the call information.
11. The method as recited in claim 10 comprising:
storing the recording in a storage device.
12. The method as recited in claim 10 wherein the step of recording comprises the step of:
automatically recording the telephone call upon receipt of the telephone call by the agent.
13. The method as recited in claim 10 wherein the step of detecting comprises the step of:
detecting dialed number identification service information relating to the telephone call.
14. The method as recited in claim 10 wherein the step of detecting comprises the step of:
detecting call information provided by a caller of the telephone call.
15. The method as recited in claim 10 wherein the step of recording comprises the steps of:
recording a portion of the recording of the telephone call for a predetermined time period; and overwriting the portion of the recording of the telephone call with a subsequentportion of the telephone call.
16. The method as recited in claim 15 wherein the step of recording comprises the step of:
selecting a length of the predetermined time period.
17. The method as recited in claim 16 wherein the step of detecting call information comprises the step of:
detecting dialed number identification service information.
18. The method as recited in claim 16 wherein the step of detecting call information comprises the step of:
detecting call information provided by a caller of the telephone call.
CA002215770A 1996-09-18 1997-09-18 A call recording system and method for use with a telephone switch Abandoned CA2215770A1 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/715,510 1996-09-18
US08/715,510 US5923746A (en) 1996-09-18 1996-09-18 Call recording system and method for use with a telephonic switch

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CA2215770A1 true CA2215770A1 (en) 1998-03-18

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