SYSTEMS AND METHODS FOR PROVIDING RECORDING AS A NETWORK SERVICE

Inventor(s): Steve Byrd

John Bourne Jamie Williams

Dan Spohrer Robert Barnes

Thomas, Kayden, Horstemeyer & Risley LLP Attorney Ref. No. : 762301-1780 100 Galleria Parkway Client Ref. No.: P- 1059

Suite 1750 Customer No.: 24504

Atlanta, GA 30339 Tel: 770.933.9500 Fax: 770.951.0933

SYSTEMS AND METHODS FOR PROVIDING RECORDING AS A NETWORK SERVICE

CROSS REFERENCE TO RELATED APPLICATIONS

[0001] This application is a utility application that is based on and claims priority to U.S.

Provisional Application serial number 60/817,630, filed on June 29, 2006, and which is

incorporated by reference herein.

BACKGROUND

[0002] Recording of communications is important to many industries, particularly those in

which compliance regulations have been implemented. In this regard, a traditional passive

tap Internet Protocol (IP) recording technique includes recorders that are deployed along

routes of communications. In this technique, each recorder operates similar to a "sniffer"

by analyzing pass-by communication IP packets. Each recorder detects the packets

corresponding to certain communication sessions, locally stores the sessions by gathering

the corresponding packets, and then directs the recorded sessions to long term storage.

Clearly, interfacing such recorders with the communication network in the proper

locations is required to ensure that the desired communications are detected and

ultimately recorded.

SUMMARY

[0003] Systems and methods for providing recording as a network service are provided. In

this regard, an embodiment of such a system comprises a switching device operative to:

communicate Internet Protocol (IP) packets of a network with which the switching device

is associated; receive instructions indicating that IP packets associated with a

communication that is to be recorded are to be directed to long term storage; determine

which of the IP packets communicated by the switching device are associated with a

communication that is to be recorded; and direct information corresponding to the IP

packets associated with the communication to a long term storage device. The switching

device is a network infrastructure component configured for directing IP packets.

[0004] An embodiment of such a method comprises: communicating instructions to a

network, the instructions indicating that IP packets associated with a communication that

is to be recorded are to be directed to long term storage such that the network: receives

the instructions; determines whether Internet Protocol (IP) packets, which are being

communicated by the network, are associated with a communication that is to be

recorded; and directs information corresponding to the IP packets associated with the

communication to a long term storage device.

[0005] A computer-readable media having computer programs stored thereon also are

provided. An embodiment of such a computer-readable medium has computer program

comprising computer-executable instructions for performing the computer-implemented

steps of: communicating instructions to a network, the instructions indicating that IP

packets associated with a communication that is to be recorded are to be directed to long

term storage such that the network: receives the instructions; determines whether Internet

Protocol (IP) packets, which are being communicated by the network, are associated with

the communication; and directs the IP packets associated with the communication to a

long term storage device.

[0006] Another embodiment of such a system comprises a switching device operative to :

communicate Internet Protocol (IP) packets of a network with which the switching device

is associated; determine which of the IP packets communicated by the switching device

are associated with a communication that is to be recorded; and direct information

corresponding to the IP packets associated with the communication to a long term storage

device. The switching device is a network infrastructure component configured for

directing IP packets.

[0007] Another embodiment of such a method comprises: providing recording as a service

on a network such that: the network determines whether Internet Protocol (IP) packets,

which are being communicated by the network, are associated with a communication that

is to be recorded and the network directs information corresponding to the IP packets

associated with the communication to a long term storage device.

[0008] Other systems, methods, features and/or advantages of this disclosure will be or may

become apparent to one with skill in the art upon examination of the following drawings

and detailed description. It is intended that all such additional systems, methods, features

and/or advantages be included within this description and be within the scope of the

present disclosure.

BRIEF DESCRIPTION

[0009] Many aspects of the disclosure can be better understood with reference to the

following drawings. The components in the drawings are not necessarily to scale,

emphasis instead being placed upon clearly illustrating the principles of the present

disclosure. Moreover, in the drawings, like reference numerals designate corresponding

parts throughout the several views.

[0010] FIG. 1 is a schematic diagram illustrating an exemplary embodiment of a system for

providing recording as a network service.

[0011] FIG. 2 is a flowchart illustrating functionality (or method steps) that can be

performed by the embodiment of FIG. 1.

[0012] FIG. 3 is a flowchart illustrating functionality (or method steps) that can be

performed by another embodiment of a system for providing recording as a network

service.

[0013] FIG. 4 is a schematic diagram illustrating another exemplary embodiment of a system

for providing recording as a network service.

[0014] FIG. 5 is a schematic diagram illustrating an embodiment of a computer-implemented

device that is configured to perform the functionality associated with a recorder, such as

the recorder used in the embodiment of FIG. 4.

[0015] FIG. 6 is a flowchart illustrating functionality (or method steps) that can be

performed by the embodiment of FIG. 5.

[0016] FIG. 7 is a schematic diagram illustrating another exemplary embodiment of a system

for providing recording as a network service.

[0017] FIG. 8 is a flowchart illustrating functionality (or method steps) that can be

performed by the embodiment of FIG. 7.

DETAILED DESCRIPTION

SUBSTITUTE SFIEET (RULE 26)

[0018] As will be described here with reference to several exemplary embodiments, systems

and methods for providing recording as a network service are provided. In this regard,

some embodiments of such a system involve the use of switching devices, e.g., network

switches, network routers and/or other components that form the infrastructure of many

communication networks, such as the World Wide Web. Specifically, in these

embodiments, the switching devices themselves are capable of performing various

functionality that conventionally is provided by recorders, which typically tap into a

network, e.g., at a switching device, in order to record communications.

[0019] Referring now in detail to the drawings, FIG. 1 is a schematic diagram illustrating an

exemplary embodiment of a system for providing recording as a network service. As

shown in FIG. 1, system 100 incorporates communications networks 102 and 104. Each

of these networks can be any or a combination of network types (WAN, LAN, the

Internet) for providing Internet Protocol (IP) communications.

[0020] Communicating with each of networks 102 and 104 is a network switching device

110 that can be used for directing IP packets, such as directing IP packets between the

networks. For instance, the network switching device can be a network switch, which

directs IP packets based on the ports of the switch that receive the packets, or a network^

router, which directs IP packets based on header information contained in the packets.

[0021] Long term storage 112 also communicates with the networks 102, 104 and thus with

the switching device 110. By way of example, long term storage 112 can be a storage

area network (SAN) or network attached storage (NAS). Long term storage 112 receives

IP packets, such as IP packets associated with a communication that is to be recorded,

and stores information corresponding to the IP packets so that the recorded

communications can be replayed. By way of example, in some embodiments in which

the communications involve voice communications, received IP packets could be

converted to audio files for storage, or the IP packets themselves could be stored.

Notably, various other types of communications could be involved, such as email, chat

and/or corresponding screens of data that are displayed during such communications.

Clearly, the switching device could forward raw IP packets or re-ordered IP packets (i.e.,

IP packets arranged for conversion to a file type such as an audio file).

[0022] FIG. 2 is a flowchart illustrating functionality (or method steps) that can be

performed by the system 100 of FIG. 1. In particular, as depicted in block 210, a

determination is made as to whether Internet Protocol (IP) packets, which are being

communicated by a switching device of a network, are associated with a communication

that is to be recorded. By way of example, the switching device can be switching device

110, which can be a network router or a network switch.

[0023] In determining whether IP packets are associated with a communication that is to be

recorded, various techniques can be used. By way of example, embodiments of such a

system can incorporate one or more of receiving, filtering, analyzing and storing of the IP

packets. In this regard, it should be noted that an IP packet (which can be of various IP

versions, e.g., IPv4, Ipv6) incorporates three basic elements, i.e., a header, a data area,

and a trailer. The header designates the beginning of the packet, the data area includes

the data pay load, and the trailer designates the end of the packet.

[0024] In some embodiments, the determining step mentioned above can include analyzing

of one or more of the three basic elements of the IP packets received by the system. By

way of example, some embodiments can operate in a promiscuous mode, in which each

packet received is read in its entirety. Thus, in some embodiments, the device(s) of the

system associated with performing the determining step can capture and save the packets

for analysis.

[0025] Additionally or alternatively, such a system can operate in monitor mode, in which

the device(s) of the system associated with performing the determining step wirelessly

receive the packets and then act on the packets in a manner similar to the promiscuous

mode.

[0026] Additionally or alternatively, such a system can operate in non-promiscuous (or

normal) mode, in which the device(s) of the system associated with performing the

determining step check the address of the packet and merely forward the packet to a next

device if the packet is not of interest. Thus, these embodiments perform a type of

filtering.

[0027] Referring back to FIG. 2, regardless of the manner in which the IP packets for

recording are determined, in block 212, the switching device is used to direct the IP

packets associated with the communication to a long term storage device that is

connected to the network. By way of example, long term storage 112 can be such a

device.

[0028] FIG. 3 is a flowchart illustrating functionality (or method steps) that can be

performed by another system for providing recording as a network service. In particular,

as depicted in block 310, instructions are provided to the network such as via broadcast,

multicast, socket connection or other communication transport. The instructions indicate

that IP packets associated with desired communications are to be directed to long term

storage. For instance, the instructions may indicate that the following exemplary

communications are to be recorded: those originating from a particular source; those

including a particular source as a party to the communication; those exceeding a

particular duration; and those having associated metadata such as ANI or DNIS. Clearly,

these types of communications can potentially be identified by information provided with

the IP packets used in facilitating the communications. However, other events also can

be used to initiate recording. For example, when communications are associated with a

contact center, various computer applications may be used in concert with a voice

communication, e.g., Voice over IP (VoIP) communication, in order to facilitate an

interaction between a contact center agent and a customer. In such a scenario, various

triggers provided by one or more of the applications could be used to initiate recording.

For instance, when a teleset/softphone is used, a request for recording the voice

communication associated with that application could be encoded in instructions that are

sent to the network via broadcast, multicast, socket connection or other communication

transport.

[0029] In block 312, the instructions are received at the switching device. In block 314, a

determination is made as to whether Internet Protocol (IP) packets, which are being

communicated by the switching device, are associated with a communication that is to be

recorded. Notably, the particular communication and/or the criteria for determining

whether the communication is to be recorded are contained in the instructions. In block

316, the switching device is used to direct the IP packets associated with the

communication to long term storage.

[0030] In contrast to conventional methods of recording that use dedicated recorders for

tapping communications, using a switching device potentially reduces the latency

associated with buffering IP packets in such a recorder prior to the recorder directing the

captured data to long term storage. That is, in some embodiments, a switching device

may not perform a buffering function at all, instead directing IP packets associated with

communications that are to be recorded directly to a network-connected long term

storage device without first buffering the packets. In other embodiments, however, some

form of buffering could be provided by the switching device depending upon its

particular configuration.

[0031] Additionally, by streaming information for recording directly to network attached

storage, optimal usage of hard disks may be achieved. This is because hard disks used

for storage typically are sized for expected load even though such load is difficult to

predict. By sharing the hard disks attached to the network, the potential of a single hard

disk being over used is diminished.

[0032] It should be noted that, in contrast to the embodiment described above with respect to

FIG. 3, some embodiments may be provided with instructions for controlling recording

by methods other than network broadcast instructions. For instance, the instructions

could be directly provided to a switching device and/or provided to the switching device

prior to interconnecting the switching device with the network.

[0033] FIG. 4 is a schematic diagram illustrating another exemplary embodiment of a system

for providing recording as a network service. As shown in FIG. 4, system 400

incorporates communications networks 402 and 404. Each of these networks can be any

or a combination of network types (WAN, LAN, the Internet) for providing Internet

Protocol (IP) communications.

[0034] Communicating with each of networks 402 and 404 is a network switching device

410 that can be used for directing IP packets. Long term storage 412 communicates with

the networks 402, 404 and thus with the switching device 410. Long term storage 412

receives IP packets, such as IP packets associated with a communication that is to be

recorded, and stores information corresponding to the IP packets so that the recorded

communications can be replayed. In some embodiments, such information could include

an identification of the source (e.g., source address), an identification of the destination

(e.g., destination address), identification of an agent that is a party to the communication,

machine name and/or called phone number, for example.

[0035] As shown in FIG. 4, recording controller 414 also is provided. In this embodiment,

the recording controller coordinates activity with the switching device to ensure that the

desired communications are recorded. In particular, the recording controller can provide

instructions to the switching device so that the communications to be recorded can be

identified. This can be accomplished by a user interacting with a user interface of the

recording controller. Such a user interface enables a user to provide input regarding

criteria used for determining whether communications are to be recorded. The recording

controller then converts the input into instructions that can be provided to the switching

device by broadcast, for example.

[0036] Additionally or alternatively, duplicate recording of information can potentially be

avoided. In some embodiments, this can be accomplished by permitting the storage

devices to communicate with each other regarding recording activity. This could be

facilitated via a network protocol. In other embodiments, a recording controller could be

used to track the recording activity of the recording devices and to direct the recording

activity. By way of example, the recording controller could inform the network about the

recording device(s) that should be used for recording.

[0037] FIG. 5 is a schematic diagram illustrating an embodiment of a computer-implemented

device that is configured to perform the functionality associated with a recording

controller. Generally, in terms of hardware architecture, computer 500 includes a

processor 502, memory 504, a user interface 506, and one or more input and/or

communication (I/O) device interface(s) 508 that are communicatively coupled via a

local interface 510. The local interface can include, for example but not limited to, one

or more buses or other wired or wireless connections. The local interface may have

additional elements, which are omitted for simplicity, such as controllers, buffers

(caches), drivers, repeaters, and receivers to enable communications. Further, the local

interface may include address, control, and/or data connections to enable appropriate

communications among the aforementioned components.

[0038] The processor 502 may be a hardware device for executing software, particularly

software stored in memory 504. In this regard, the processor can be a custom made or

commercially available processor, a central processing unit (CPU), an auxiliary processor

among several processors associated with the recorder, a semiconductor based

microprocessor (in the form of a microchip or chip set), a macroprocessor, or generally

any device for executing software instructions.

[0039] The memory 504 can include one or combination of volatile memory elements (e.g. ,

random access memory (RAM, such as DRAM, SRAM, SDRAM, etc.)) and nonvolatile

memory elements (e.g., ROM, hard drive, tape, CDROM, etc.). Moreover, the memory

may incorporate electronic, magnetic, optical, and/or other types of storage media. Note

that the memory can have a distributed architecture, where various components are

situated remote from one another, but can be accessed by the processor. Additionally,

the memory can include an operating system 512, as well as instructions associated with

a recording controller 520.

[0040] The software in memory may include one or more separate programs, each of which

includes an ordered listing of executable instructions for implementing logical functions.

The operating system can be configured to control the execution of other computer

programs and provides scheduling, input-communication control, file and data

management, memory management, and communication control and/or related services.

[0041] It should be noted that a system component embodied as software may also be

construed as a source program, executable program (object code), script, or any other

entity comprising a set of instructions to be performed. When constructed as a source

program, the program is translated via a compiler, assembler, interpreter, or the like,

which may or may not be included within the memory, so as to operate properly in

connection with the operating system.

[0042] When the computer 500 is in operation, the processor is configured to execute

software stored within the memory, to communicate data to and from the memory, and to

generally control operations of the recorder pursuant to the software. Software in

memory, in whole or in part, is read by the processor, perhaps buffered, and is then

executed. In this regard, when executing instructions associated with the recording

controller, the exemplary functionality described above with respect to recording

controllers may be performed.

[0043] FIG. 6 is a flowchart illustrating functionality (or method steps) that can be

performed by a recording controller, such as the embodiment of FIG. 5. In particular, the

functionality may be construed as beginning at block 610, in which user input regarding

criteria used for determining whether communications are to be recorded is received. In

block 612, the user input is convert into instructions that are operative to enable

identification of a communication that is to be recorded. In block 614, the instructions

are provided to a component that will be responsible for identifying communications that

are to be recorded, such as to a switching device or recorder. Notably, the instructions

can be provided in various manners, such as via network broadcast or direct

communication to a selected IP address.

[0044] FIG. 7 is a schematic diagram illustrating another exemplary embodiment of a system

for providing recording as a network service. As shown in FIG. 7, system 700

incorporates communications networks 702 and 704. Each of these networks can be any

or a combination of network types (WAN, LAN, the Internet) for providing Internet

Protocol (IP) communications.

[0045] Communicating with each of networks 702 and 704 is a network switching device

710 that can be used for directing IP packets. Long term storage 712 communicates with

the networks 702, 704 and thus with the switching device 710. Long term storage 712

receives IP packets, such as IP packets associated with a communication that is to be

recorded, and stores information corresponding to the IP packets so that the recorded

communications can be replayed. Notably, the IP packets received can be copies or some

other interpretation of the original IP packets, thereby ensuring that the original packets

continue to be routed as desired.

14

SUBSTITUTE SFIEET (RULE 26)

[0046] As shown in FIG. 7, a recorder 714 also is provided. In this embodiment, the

recorder coordinates activity with the switching device to ensure that the desired

communications are recorded. In particular, the recorder can provide one or more of the

following functions: instructing the switching device about the communications that are

to be recorded; identifying which of the IP packets of the switching device are to be

directed for recording; and directing identified IP packets to long term storage.

[0047] In some embodiments, the recorder determines which of the IP packets are to be

recorded based on the tapping of the switching device and then directs the switching

device to direct those packets for long term storage. In other embodiments, responsive to

determining which of the IP packets are to be recorded based on the tapping of the

switching device, the recorder transmits those packets back to the switching device so

that those packets can be directed by the switching device to long term storage.

[0048] In such an embodiment, the recorder is somewhat similar to a conventional recorder

in that the recorder taps communications. However, unlike a conventional recorder, the

recorder of FIG. 7 may not be implemented with an ability to store IP packets locally for

the purpose of manipulating, e.g., re-ordering, the packets. That is, in contrast to

conventional recorders that buffer IP packets prior to directing those packets to a long

term storage device so that the packets can be re-ordered, some embodiments of the

recorder selectively direct IP packets to long term storage by re-transmitting the packets

to the switching device without re-ordering those packets into a segment of a

communication. In other embodiments, however, the IP packets can be held in memory,

e.g., volatile memory, while some form of ordering and/or interpretation of the

information contained in the IP packets takes place.

[0049] FIG. 8 is a flowchart illustrating functionality (or method steps) that can be

performed by a system, such as the embodiment of FIG. 7. In particular, the functionality

may be construed as beginning at block 810, in which IP packets associated with a

communication that is to be recorded are identified by a recorder that is tapped into a

switching device. In block 812, the IP packets are directed to long term storage device

with the switching device.

[0050] It should be noted that any of the executable instructions, such as those depicted

functionally in the accompanying flowcharts, can be embodied in any computer-readable

medium for use by or in connection with an instruction execution system, apparatus, or

device, such as a computer-based system, processor-containing system, or other system

that can fetch the instructions from the instruction execution system, apparatus, or device

and execute the instructions. In the context of this document, a "computer-readable

medium" can be any means that can contain, store, communicate, propagate, or transport

the program for use by or in connection with the instruction execution system, apparatus,

or device. The computer readable medium can be, for example but not limited to, an

electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system,

apparatus, or device. More specific examples (a non-exhaustive list) of the computer-

readable medium could include an electrical connection (electronic) having one or more

wires, a portable computer diskette (magnetic), a random access memory (RAM)

(electronic), a read-only memory (ROM) (electronic), an erasable programmable read¬

only memory (EPROM or Flash memory) (electronic), an optical fiber (optical), and a

portable compact disc read-only memory (CDROM) (optical). In addition, the scope of

embodiments of this disclosure can include embodying the functionality described in

logic embodied in hardware or software-configured media.

It should also be noted that the flowcharts included herein show the architecture,

functionality and/or operation of implementations that may be configured using software.

In this regard, each block can be interpreted to represent a module, segment, or portion of

code, which comprises one or more executable instructions for implementing the

specified logical function(s). It should also be noted that in some alternative

implementations, the functions noted in the blocks may occur out of the order depicted.

For example, two blocks shown in succession may in fact be executed substantially

concurrently or the blocks may sometimes be executed in the reverse order, depending

upon the functionality involved.

It should be emphasized that the above-described embodiments are merely possible

examples of implementations set forth for a clear understanding of the principles of this

disclosure. Many variations and modifications may be made to the above-described

embodiments without departing substantially from the spirit and principles of the

disclosure. AU such modifications and variations are intended to be included herein

within the scope of this disclosure.