Systems and methods for using secondary communication channel information, such as RTCP information to facilitate correlating business information to allow gateway recording. Using information in this secondary communication channel the recording system can correlate the business metadata either directly (e.g., using a phone extension) or through one or more indirect operations (e.g., a call ID-to-universal call id-to-phone extension). Additionally, information in the primary communication channel may be used to perform an indirect operation to correlate auxiliary business information (e.g., using the CALLID or UCID in SIP signaling to resolve the agent's phone extension and thereby access auxiliary business information.)

Systems and methods include processing communication segments. A method may include obtaining at least one audio segment of an audio communication and distributing the at least one audio segment to a rules engine, analyzing, with the rules engine, the at least one audio segment for at least one acoustic trigger, determining at least one event that is triggered based on comparing the at least one acoustic trigger to one or more trigger rules, and communicating the at least one event to at least one end user through a web server.

A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction. (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.

Systems and methods for searching communications may include receiving a selection from a user of at least one of an acoustic characteristic, a language characteristic, or a category, accessing a database comprising a plurality of communications, the plurality of communications labeled with acoustic characteristics, language characteristics, and categories, restricting the plurality of communications to a subset of the plurality of communications including the user's selection of the at least one acoustic characteristic, language characteristic, or category, generating at least one of a word cloud or a tree for presenting a plurality of topics identified in the subset of the plurality of communications, and receiving a selection of one of the plurality of topics, the receiving causing a display of a further subset of the subset of the plurality of communications, the further subset having the selected topic.

A method for text capture is provided. The method receives as inputs from a user via a mobile-text enabled device of the user, one or more telephone numbers of one or more mobile text-enabled devices of other users to engage in a message exchange there among and an additional non-user phone number dedicated only for message capture by a SMS API Provider which uses its Short Message Service (SMS) Application Programming Interface (API) for momentarily synchronizing with a SMS API gateway of a remote message capture device connected to the SMS API provider. The method momentarily captures, by the SMS API gateway of the remote message capture device using the momentary synchronization with the SMS API provider, message content and metadata for messages of the message exchange. The method stores, by the remote message capture device, the message content and the metadata in a searchable remote message repository.

Prompt snippets (typically 800 ms long) that are used to detect voice prompts within a call waveform may be divided into smaller sniplet portions (approx. 100 ms) long. The presence of a prompt in a call waveform may be detected by detecting the sniplets and determining if a sufficient number of the sniplets of a snippet were detected in sequence and within allowable time constraints. The use of sniplets improves accuracy of prompt detection in call waveforms in lower quality transmissions.

A method for text capture with matter association is provided. The method includes, responsive to a user entering one or more telephone numbers of one or more mobile text-enabled devices of other users to engage in a message exchange therebetween, receiving an additional phone number for message capture that uses a Short Message Service (SMS) Application Programming Interface (API) synchronized with a remote message capture device. The method further includes receiving a matter number dynamically specified for the message exchange. The method also includes capturing, by the remote message capture device using the SMS API, message content and metadata for messages of the message exchange. The method additionally includes storing the message content and the metadata associated with the matter number in a searchable remote message repository.

A communication logging system facilitates communications between two or more users. A secured database stores communications from each user, and the system notifies the intended recipients of the communications. The system records times of creation of the communications, times of access to the communications, and who created and/or accessed the communications. The communications may not be altered or deleted once recorded, so there is a permanent source of reliable evidence as to the content of the communications and information associated therewith.

A system for complex interaction recording, comprising a recording management server that operates on a network-connected computing device and records communications, a record server that operates on a network-connected computing device and presents records for review and interaction by a human user, and an interaction evaluation server that operates on a network-connected computing device and identifies interactions segments and groups them into complex interactions, and a method for recording complex interactions comprising the steps of loading an interaction, identifying segments within the interaction, grouping segments into a complex interaction, and sending the resulting complex interaction as output.

In accordance with an example embodiment of the present invention, there is provided an apparatus, comprising communication circuitry configured to receive a message, and execution circuitry configured to, in response to the message comprising an instruction to intercept a direct device-to-device (D2D) communication, render the apparatus capable of storing at least in part the direct device-to-device communication in at least one of the apparatus and a memory. The intercepting may comprise lawful interception.