CA2431486A1 - A method and system for monitoring and recording voice from circuit-switched switches via a packet-switched network - Google Patents

A method and system for monitoring and recording voice from circuit-switched switches via a packet-switched network Download PDF

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Publication number
CA2431486A1
CA2431486A1 CA002431486A CA2431486A CA2431486A1 CA 2431486 A1 CA2431486 A1 CA 2431486A1 CA 002431486 A CA002431486 A CA 002431486A CA 2431486 A CA2431486 A CA 2431486A CA 2431486 A1 CA2431486 A1 CA 2431486A1
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CA
Canada
Prior art keywords
switch
packet
commands
audio
network
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.)
Granted
Application number
CA002431486A
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French (fr)
Other versions
CA2431486C (en
Inventor
Tomer Ilan
Eran Halbraich
Ilan Yosef
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Nice Systems Ltd
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Individual
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Publication of CA2431486A1 publication Critical patent/CA2431486A1/en
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Publication of CA2431486C publication Critical patent/CA2431486C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/10—Architectures or entities
    • H04L65/102—Gateways
    • H04L65/1033—Signalling gateways
    • H04L65/104—Signalling gateways in the network
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/10—Architectures or entities
    • H04L65/102—Gateways
    • H04L65/1023—Media gateways
    • H04L65/103—Media gateways in the network
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1069—Session establishment or de-establishment
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1083—In-session procedures
    • H04L65/1095—Inter-network session transfer or sharing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1101—Session protocols
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/60—Network streaming of media packets
    • H04L65/75—Media network packet handling
    • H04L65/762—Media network packet handling at the source 
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42221—Conversation recording systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • H04M7/1205—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements

Abstract

Some embodiments of the present invention are directed to a method and system for monitoring and recording voice from circuit-switched switches via a packet-switched network. A circuit-switched or VoIP recording system may record and/or live-monitor telephone calls by trunk and/or extension tapping over a packet-switched network. Alternatively, a circuit-switched or VoIP recording system may record and/or live-monitor telephone calls over a packet-switched network by activating the service observation feature of the circuit-switched switch either by feature code dialing or a computer telephony integration (CTI) link command.

Claims (20)

1. A method comprising:
sending instructions over a packet-switch network to tap an extension line or trunk coupled to a circuit-switching switch;
receiving over said packet-switch network packets of audio of at least a portion of telephone calls being transferred over said extension line or said trunk.
2. The method of claim 1 and further comprising:
retrieving and recording said audio from said received packets.
3. The method of claim 1 and further comprising:
recording said received packets.
4. The method of any of claims 1 - 3 and further comprising:
retrieving and performing live-monitoring of said audio from said received packets.
5. A method comprising:
sending instructions over a packet-switch network to observe an extension line coupled to a circuit-switching switch;
receiving over said packet-switch network packets of audio of at least a portion of telephone calls being transferred over said extension line.
6. The method of claim 5 and further comprising:
retrieving and recording said audio from said received packets.
7. The method of claim 5 and further comprising:
recording said received packets.
8. The method of any of claims 5 - 7 and further comprising:
retrieving and performing live-monitoring of said audio from said received packets.
9. The method of claim 5, wherein sending said instructions over said packet-switch network comprises dialing via said packet-switch network a code to perform a service observation of said extension line.
10. The method of claim 5, wherein sending said instructions over said packet-switch network comprises instructing said circuit-switching switch via a CTI link to perform a service observation of said extension line.
11. A method comprising:
receiving for recording or live-monitoring packets of audio of at least a portion of telephone calls being handled by a circuit-switching switch over a packet-switch network via a dedicated trunk coupled to said switch.
12. A method comprising:
receiving via a packet-switch network a CTI datum or a real-time CDR
datum associated with a telephone call being handled by a circuit-switching switch coupled to said packet-switch network;
determining whether said telephone call is to be recorded by determining whether said CTI datum or said real-time CDR datum meets at least one predefined monitoring condition; and if said telephone call is to be recorded or live-monitored, receiving audio of at least a portion of said telephone call via said packet-switch network for recording.
13. A system comprising:
a recording system coupled to a packet-switch network via a local VoIP
gateway and able to receive via said local VoIP gateway audio of at least a portion of one or more telephone calls, each of said telephone calls handled by one of one or more circuit-switching switches, each of said switches coupled to said network via a respective switch VoIP gateway; and a management unit coupled to said recording system and to said packet-switch network able to send commands over said network to each said switch VoIP gateway and to said local VoIP gateway, said commands comprising commands enabling said audio to be sent to said recording system.
14. The system of claim 13, wherein said commands comprising commands to activate a service observation module of said switch.
15. The system of claim 13, wherein said commands comprising commands to capture audio by tapping an extension line or a trunk coupled to said switch.
16. The system of claim 13, wherein said recording system comprises live-monitoring capabilities.
17. A system comprising:
a recording system coupled to a packet-switch network and able to receive audio converted to voice packets of at least a portion of one or more telephone calls, each of said telephone calls handled by one of one or more circuit-switching switches, each of said switches coupled to said network via a respective switch VoIP gateway; and a management unit coupled to said recording system and to said packet-switch network and able to send via commands over said network to each said switch VoIP gateway, said commands comprising commands enabling said audio to be sent to said recording system.
18. The system of claim 17, wherein said commands comprising commands to activate a service observation module of said switch.
19. The system of claim 17, wherein said commands comprising commands to capture audio by tapping an extension line or a trunk coupled to said switch.
20. The system of claim 17, wherein said recording system comprises live-monitoring capabilities.
CA2431486A 2000-12-12 2001-12-12 A method and system for monitoring and recording voice from circuit-switched switches via a packet-switched network Expired - Lifetime CA2431486C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US25458000P 2000-12-12 2000-12-12
US60/254,580 2000-12-12
PCT/IL2001/001151 WO2002049329A2 (en) 2000-12-12 2001-12-12 A method and system for monitoring and recording voice from circuit-switched switches via a packet-switched network

Publications (2)

Publication Number Publication Date
CA2431486A1 true CA2431486A1 (en) 2002-06-20
CA2431486C CA2431486C (en) 2010-05-18

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Family Applications (1)

Application Number Title Priority Date Filing Date
CA2431486A Expired - Lifetime CA2431486C (en) 2000-12-12 2001-12-12 A method and system for monitoring and recording voice from circuit-switched switches via a packet-switched network

Country Status (5)

Country Link
US (2) US7333445B2 (en)
EP (1) EP1344376A2 (en)
AU (2) AU2002222479B2 (en)
CA (1) CA2431486C (en)
WO (1) WO2002049329A2 (en)

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Also Published As

Publication number Publication date
CA2431486C (en) 2010-05-18
WO2002049329A2 (en) 2002-06-20
EP1344376A2 (en) 2003-09-17
AU2002222479B2 (en) 2007-04-05
US7333445B2 (en) 2008-02-19
US20080212571A1 (en) 2008-09-04
US8094786B2 (en) 2012-01-10
AU2247902A (en) 2002-06-24
WO2002049329A3 (en) 2002-12-19
US20040019700A1 (en) 2004-01-29

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