Call Processor Secure Data Diversion
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Solution Overview
Problem
Contact centres face challenges in securely handling sensitive information during telephone calls, as existing secure telephony payment systems are costly and inefficient to switch in and out of the call path, leading to potential data breaches and non-compliance with security standards.
Innovation Solution
A method involving a call processor that connects calls to a secure data collection server to remove sensitive data from the call path, using a unique identifier and on-demand appliances to divert and reconnect calls securely, ensuring agents cannot perceive or record sensitive information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If all calls are routed through the secure telephony payment system, then security of sensitive information is improved, but cost and system complexity increase significantly
Solution Approach 1:
The patent applies local quality by implementing security measures selectively rather than universally. The system identifies when sensitive information is being transmitted during a call and activates secure telephony routing only for those specific segments, while allowing normal routing for other portions of the call. This localized application of security maintains protection where needed while avoiding the complexity and cost of securing entire calls.
2Reliability
If secure telephony payment system is used for the entire duration of the call, then security is maintained, but cost effectiveness deteriorates
Solution Approach 1:
The patent implements periodic action by activating secure telephony routing intermittently rather than continuously. The system monitors the call for indications of sensitive information transmission and switches to secure routing only during those periodic intervals when sensitive data is being transmitted. This approach maintains security during critical moments while reducing costs by avoiding continuous use of expensive secure routing resources.
3Productivity
If the secure telephony payment system is switched in and out of the call path, then cost is reduced, but reliability and security may be compromised
Solution Approach 1:
The patent applies preliminary action by detecting indicators of sensitive information transmission before the actual transmission occurs and proactively switching to secure routing in advance. The system monitors for precursors such as specific keywords, caller requests, or contextual cues that indicate sensitive data will be transmitted, and switches to secure telephony routing before the sensitive information is actually spoken or transmitted, ensuring security is already in place when needed.
Solution Approach 2:
The patent implements feedback mechanisms that continuously monitor the call for indicators of sensitive information transmission. The system uses real-time feedback from voice recognition, keyword detection, or caller input to dynamically adjust routing decisions. When feedback indicates sensitive information is being or will be transmitted, the system switches to secure routing; when feedback indicates normal conversation, the system returns to standard routing, maintaining both security and cost-effectiveness.
Data Source
AI summary
The invention relates to processing sensitive information by a contact centre. The invention provides a method of processing telephone calls by a call processor comprising the steps of receiving a call from a telephone network at the call processor; connecting the call to an agent via the call processor; liaising with a secure data collection server; transferring the call to the secure data collection server whilst the agent remains connected to the call processor; receiving said call from the secure data collection server and re-connecting the call to the agent via the call processor, the secure data collection server being arranged to remove sensitive data from the transmitted data such that the agent cannot perceive or record any sensitive data entered.