Contact Center Recording via Protocol Switch Key Interception

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Solution Overview

Problem

Existing recording systems face difficulties in capturing and decrypting encrypted contact center interactions, particularly in digital communication media like VoIP, due to encryption technologies that inhibit unauthorized access, making it challenging to record and store interaction data effectively.

Innovation Solution

A system comprising a control protocol switch interface, an encryption key information buffer, and a recording module that receives an interaction setup signal with encryption key information, allowing the decryption of encrypted data streams for recording purposes, enabling the storage and retrieval of interaction data while maintaining security.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If encryption technology is applied to contact center interactions, then security and confidentiality of interaction data are improved, but the ability of recording devices to capture and review interaction data deteriorates

Engineering Contradiction:

ImprovesecurityVSAvoidrecording capability

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The patent introduces a protocol switch as an intermediary component that sits between the encrypted communication channel and the recording device. This protocol switch intercepts and captures encryption key information during the setup phase without disrupting the encrypted communication. The recording device then uses these captured keys to decrypt and record the interaction data, thus enabling recording while maintaining the security of the communication channel for unauthorized parties.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Ease of operation

If encryption keys are captured and stored for decryption, then the ability to decrypt and record interactions is improved, but the security risk from key storage deteriorates

Engineering Contradiction:

Improvedecryption capabilityVSAvoidsecurity risk

Core Design Contradiction:

Ease of operationVSObject-affected harmful factors

Solution Approach 1:

The patent implements preliminary action by capturing and storing encryption key information during the interaction setup phase, before the actual interaction occurs. This allows the recording device to have the keys ready for decryption without needing to intercept or break encryption during the interaction itself. The keys are stored securely in key storage memory and only used for their intended purpose of enabling recording functionality.

Inventive Principle:

Principle #10Preliminary action

3Device complexity

If existing recording devices attempt to capture encrypted data without encryption keys, then recording functionality is maintained, but the ability to review and flag meaningful information deteriorates

Engineering Contradiction:

Improverecording functionalityVSAvoidinformation accessibility

Core Design Contradiction:

Device complexityVSLoss of information

Solution Approach 1:

The patent segments the recording system into distinct functional components: a protocol switch for intercepting setup signals and capturing key information, key storage memory for secure key retention, and a recording device for capturing and decrypting interaction data. This segmentation allows each component to perform its specific function efficiently, with the protocol switch handling key capture, the storage managing key retention, and the recording device focusing on data capture and decryption.

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS7881471B2Systems and methods for recording an encrypted interaction

Publication Date: 2011.02.01 VERINT AMERICAS INC

AI summary

Systems and methods for recording an encrypted contact center interaction.