Communication Session Property Switching for Secure Payment Bypass
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
In contact centers, un-anchored agents handling customer calls pose challenges in securely integrating payment processing systems without exposing customer financial information to the agent, linking calls to transaction systems, and avoiding compliance issues for PBX providers.
Innovation Solution
A software platform modifies communication session properties to enable external bypass steps by interpreting un-anchored agent inputs, such as DTMF key sequences, to integrate third-party systems securely, bypassing PBX providers and ensuring seamless workflow association between OMS and payment processing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If payment processing systems are integrated into the PBX infrastructure, then payment processing capability is improved, but security and compliance risks worsen due to exposure of customer financial information
Solution Approach 1:
The patent introduces an external bypass step handler as an intermediary component that mediates between the PBX system and payment processing systems. This handler receives inputs from un-anchored agents, invokes payment processing externally, and manages the bypass of media streams through third-party systems without exposing the PBX infrastructure to security risks. The intermediary enables payment processing capability while maintaining security boundaries.
2Ease of operation
If un-anchored agents are allowed to access payment processing functions, then operational flexibility is improved, but compliance issues worsen for PBX providers
Solution Approach 1:
The external bypass step handler serves as a compliance intermediary that enables un-anchored agents to access payment processing functions through a controlled interface. The handler validates inputs, manages external invocations, and ensures that PBX providers remain compliant by not directly exposing payment processing capabilities within the PBX infrastructure.
Solution Approach 2:
The patent segments the payment processing functionality from the PBX core system by implementing external bypass steps that are invoked separately through third-party handlers. This segmentation isolates compliance-critical functions from the PBX infrastructure, allowing operational flexibility for agents while maintaining compliance reliability for providers.
3Object-affected harmful factors
If media streams are routed through third-party systems for payment processing, then secure handling of financial information is improved, but system complexity worsens
Solution Approach 1:
The external bypass step handler acts as a simplified intermediary that manages the complexity of routing media streams through third-party systems. It handles the invocation, coordination, and termination of external payment processing steps, providing a simple interface for agents while managing the underlying system complexity of multi-system media stream routing.
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 during the communication session from the device of the first user. The input indicates a request to update an original property of the communication session associated with a path of media communication between the device of the first user and the device of the second user. An external bypass step handler associated with the input is identified. The external bypass step handler is communicated with to update the original property of the communication session to obtain a modified property. The communication session is continued with the modified property.