On-Demand Secure Data Entry with Call-Control Masking
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Solution Overview
Problem
Existing technologies for securing representative-assisted transactions in call centers and non-call center environments are inefficient and insecure, as they either require full system security or transfer customers to separate systems, limiting representative assistance and exposing private information.
Innovation Solution
An on-demand secure data entry system using call control APIs to manipulate calls, creating a secure call platform that masks private information from representatives while allowing them to assist customers, applicable in unified communications systems and telephony networks.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If the customer speaks private information verbally to the representative, then the representative can assist the customer, but the private information is exposed to the representative
Solution Approach 1:
The patent introduces an intermediary system (secure data entry system) that mediates between the customer and representative. The system captures DTMF tones from the customer's phone keypad, processes the private information securely, and prevents it from being transmitted to the representative, while still allowing the representative to assist the customer through the call interface
2Productivity
If DTMF tones are used to enter private information, then data entry is possible, but the representative can hear and decode the tones to obtain private information
Solution Approach 1:
The patent extracts the DTMF tone capture function from the representative's interface and redirects it to a secure data entry system. The system captures the DTMF tones generated by the customer's phone keypad and processes them through secure handling mechanisms, preventing the tones from reaching the representative who could otherwise decode them
Solution Approach 2:
The secure data entry system acts as an intermediary that intercepts DTMF tones between the customer's phone and the representative's system. It processes the tones through secure channels and prevents exposure of the encoded private information to the representative
3Reliability
If the entire merchant transaction system is secured for all calls at all time, then data security is improved, but system complexity and cost increase
Solution Approach 1:
The patent implements a dynamic security approach where the secure data entry system is activated on-demand only when private information needs to be entered. The system can be initiated by the representative requesting secure data entry or by the system detecting that private information will be entered, rather than securing all calls at all times
Solution Approach 2:
The patent applies security measures partially - only to the specific portion of the call where private information is entered, rather than securing the entire transaction system for all calls. This selective application of security reduces overall system complexity while maintaining security where needed
4Object-affected harmful factors
If the customer is transferred to a different system for secure entry, then private information is protected, but representative assistance is lost
Solution Approach 1:
The patent introduces a secure data entry system as an intermediary that can be integrated into the existing call flow. The representative can initiate secure data entry during the call, and the system processes the secure entry without requiring transfer to a different system, maintaining continuous representative assistance
Solution Approach 2:
The secure data entry system is designed to work within the existing representative-assisted call environment, providing multiple functions: it secures private information entry while allowing the representative to continue assisting the customer through the same call interface, eliminating the need for system transfers
Data Source
AI summary
An on-demand secure data entry system and method for representative-assisted transactions that allows for a representative to be present on a call during the entry of private information to assist the customer while still preventing exposure of the private information to the representative. The system and method using the call control APIs of the telephony system to manipulate an existing call between a representative and by placing the customer on hold, creating a secure call “secure call platform,” placing and parking separate calls secured by the secure call platform from the system to the representative and from the system to the customer, bridging voice paths of the separate calls together such that the representative and customer are connected through the calls 10 secured by the secure call platform, and then masking portions of information received on the customer-to-system call from information transmitted to the representative-to-system call.