PII Data Suppression Server for Uninterrupted Call Security
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Solution Overview
Problem
Existing call center systems face challenges in securely handling and storing Personally Identifiable Information (PII) data, as they often require physical termination and regeneration of calls, are costly to maintain, and can be easily subverted by dishonest agents, while regulations like PCI-DSS mandate secure and temporary storage.
Innovation Solution
A system that suppresses PII data at the call center without physically terminating calls, using a PII Data Suppression Server to intercept and secure PII data before it reaches call center agents, reducing the need for hardware devices and ensuring compliance with standards like PCI-DSS.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If physical termination and regeneration of calls is used to suppress PII data, then PII data security is improved, but device complexity and maintenance costs increase
Solution Approach 1:
The patent introduces a PII Data Suppression Server as an intermediary component that sits between the caller and the call center agent. This server intercepts PII data before it reaches the agent without requiring physical call termination. The intermediary approach resolves the contradiction by providing security through a dedicated suppression server while avoiding the complexity of hardware devices at each agent endpoint.
Solution Approach 2:
The patent replaces the mechanical/physical approach of call termination and regeneration with a software-based data suppression mechanism. Instead of physically interrupting and re-establishing calls to hide PII data, the system uses a server-based software solution that suppresses PII data in the communication stream, thereby reducing hardware complexity while maintaining security.
2Reliability
If physical termination and regeneration of calls is used to suppress PII data, then PII data security is improved, but maintenance costs increase
Solution Approach 1:
By implementing a centralized PII Data Suppression Server as an intermediary, the system consolidates security functions into a single maintainable component rather than requiring distributed hardware devices at each agent location. This reduces maintenance complexity and costs while preserving PII data security through the suppression server's intercept and secure transmission capabilities.
3Device complexity
If PII data suppression is implemented without physical interrupt, then device complexity is reduced, but data security reliability may worsen
Solution Approach 1:
The PII Data Suppression Server acts as a trusted intermediary that maintains security reliability without requiring physical call interruption. The server securely intercepts PII data, prevents it from reaching the agent, and can optionally transmit it to authorized systems, thereby achieving both reduced device complexity and maintained security through centralized software control.
4Productivity
If PII data is suppressed without physical interrupt, then call continuity is improved, but data security risks increase
Solution Approach 1:
The PII Data Suppression Server serves as a security intermediary that enables call continuity while maintaining data security. The server continuously monitors and suppresses PII data in real-time without interrupting the call flow, allowing agents to communicate normally while protected data is blocked from reaching them, thus achieving both productivity and security goals.
Data Source
AI summary
In accordance with one embodiment, an apparatus is provided that includes a computer processor coupled with a call center device positioned to receive an input communication containing PII data and originating from a telephone caller, wherein the computer processor implements code to suppress at least a portion of the received PII data without requiring a physical interrupt of the input communication so that the received PII data is not conveyed to a call center agent or to a computer of the call center agent.