Communication Session Bypass Routing for Secure Call Handoffs
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Solution Overview
Problem
In contact centers, un-anchored agents handling customer calls cannot seamlessly integrate external bypass steps like payment processing without exposing sensitive information to the agent, and the calls are not traceable to associated systems, leading to compliance issues for PBX providers.
Innovation Solution
Implementing a software platform that allows un-anchored agents to input an external bypass step indicator, modifying the communication session to bypass the PBX provider and integrate with third-party systems, ensuring secure handling of sensitive information and maintaining call traceability.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If un-anchored agents integrate external bypass steps directly through the PBX provider, then external system integration is enabled, but sensitive information is exposed to the agent and compliance issues arise
Solution Approach 1:
The patent introduces a communication session modification mechanism that acts as an intermediary between the un-anchored agent and the external bypass step handler. This intermediary modifies the communication session to route sensitive information through a secure path that bypasses the agent's device, allowing external system integration while preventing data exposure to the agent. The session modification ensures that sensitive data is transmitted securely through the PBX provider without being accessible to the un-anchored agent.
2Object-affected harmful factors
If the communication session is modified to bypass the PBX provider, then data privacy is protected, but call traceability to associated systems is lost
Solution Approach 1:
The patent implements feedback mechanisms that maintain call traceability even when the communication session is modified to bypass the PBX provider. The system continuously monitors and tracks the communication session modifications, providing feedback loops that ensure the PBX provider can still trace calls to associated systems. This feedback mechanism allows the session to be modified for security while preserving necessary traceability information through controlled communication paths.
3Productivity
If un-anchored agents can access external bypass step handlers, then workflow integration is improved, but security and compliance are compromised
Solution Approach 1:
The patent applies dynamic session modification that adapts the communication session properties based on the specific workflow requirements and security needs. The system dynamically adjusts session parameters to enable workflow integration with external bypass step handlers while maintaining security controls. This dynamic approach allows the session to be flexible enough for productivity improvements while automatically enforcing security and compliance requirements through real-time modification.
Data Source
AI summary
A communication session is established between a device of a first user and a device of a second user. An input is received from the device of the first user. Based on the input, an external bypass step handler is communicated with to modify a property of the communication session. The communication session is then continued with the modified property. Continuing the communication session with the modified property may include maintaining a signaling channel associated with the communication session and changing a destination of a media stream of the communication session.