Telephone Call Processing System Secure Data Transmission
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Solution Overview
Problem
Existing telephone call processing systems fail to securely transmit sensitive information during calls, as DTMF clamping prevents the use of DTMF tones for IVR systems and does not entirely prevent theft of sensitive information.
Innovation Solution
A telephone call processing system that selectively attenuates voice and data signals to impede the agent from receiving sensitive information, operating in two modes: one allowing communication and another blocking signals during sensitive information entry.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If DTMF clamping is used to prevent theft of sensitive information, then security is improved, but IVR functionality is lost
Solution Approach 1:
The patent segments the call processing into multiple channels: a voice channel for IVR interaction and a data channel for secure transmission of sensitive information. The DTMF tones are detected and routed to the data channel, while voice signals continue on the voice channel, allowing IVR functionality to coexist with security measures.
Solution Approach 2:
The patent introduces an intermediary DTMF detector that intercepts DTMF tones before they reach the IVR system. This detector extracts the data signals and redirects them through a secure data channel, preventing the IVR system from accessing sensitive information while maintaining IVR functionality for non-sensitive interactions.
2Ease of operation
If DTMF tones are transmitted for data entry, then ease of operation is improved, but security is worsened due to easy decoding
Solution Approach 1:
The patent introduces a DTMF detector as an intermediary that captures DTMF tones on the voice channel and redirects them to a secure data channel. This prevents the tones from being recorded or accessed by the IVR system, while still allowing the caller to easily enter data using the familiar DTMF interface.
Solution Approach 2:
The patent replaces the traditional voice-channel-based DTMF transmission with a separate secure data channel for transmitting DTMF-detected information. This substitution maintains the ease of DTMF entry while eliminating the security vulnerability of having tones accessible through the voice channel.
3Productivity
If call recording is implemented for quality assurance, then productivity is improved, but security is worsened due to potential theft of sensitive information
Solution Approach 1:
The patent extracts DTMF tones from the voice channel and routes them through a separate secure data channel. This extraction ensures that sensitive information is removed from the recorded voice channel, while call quality assurance can still be performed on the voice recordings without exposing sensitive data.
Solution Approach 2:
The patent introduces a DTMF detector as an intermediary that prevents sensitive data from being captured in the call recording. The detector intercepts DTMF tones and redirects them through a secure channel, allowing call recording for quality assurance while protecting sensitive information from being stored in the voice recording.
Data Source
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AI summary
A telephone call processing system comprises a first interface for receiving voice signals and data signals from the caller and a second interface for receiving voice signals and data signals from the agent. The first and second interfaces configured to selectively pass voice signals and data signals therebetween to enable communication between the caller and agent. The system further comprises attenuation means, detection means and a processor. The attenuation means is configured to selectively attenuate voice and data signals passing from the first interface to the second interface to impede the agent from receiving voice and data signals from the caller. The detection means is configured to detect and decode data signals received at the first interface. The processor is coupled to the attenuation means and detection means and configured to cause the detection means to begin detecting and decoding a string of discrete data signals from the caller, the string of discrete data signals having a length and conveying sensitive information. Whilst said string of discrete data signals is being received at the first interface, the telephone call processing system is configured to operate exclusively in each of: a first mode in which voice signals and data signals are permitted to pass from the first interface to the second interface to enable the agent to receive voice and data signals from the caller; and a second mode in which the processor causes the attenuation means to attenuate voice and data signals passing from the first interface to the second interface to impede the agent from receiving voice and data signals from the caller.