VoIP Call Processor Segmentation for Sensitive Data Security
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Solution Overview
Problem
Contact centres face challenges in securely handling sensitive information during VoIP calls, as existing methods are inefficient and costly, particularly in switching between secure and non-secure telephony systems, and existing solutions do not effectively prevent sensitive data from being transmitted to agents or stored within the contact centre infrastructure.
Innovation Solution
A call processor is implemented to manage VoIP media calls by creating and rerouting signalling and media streams, allowing for the removal of sensitive information from audio streams before forwarding them to the contact centre, thereby preventing sensitive data from entering the contact centre's system, and utilizing a secure data collection server to initiate secure data collection mode only when necessary.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If all calls are routed through the secure telephony system prior to entry into the contact centre, then security of sensitive information is improved, but call handling cost and system complexity increase
Solution Approach 1:
The call routing system is segmented into two distinct paths: a secure telephony system path and a standard contact centre path. Calls are divided and routed through different channels based on whether they contain sensitive information. This segmentation allows the secure path to be used only when necessary, maintaining security while avoiding the complexity and cost of routing all calls through the secure system.
Solution Approach 2:
The system dynamically switches between secure and standard routing paths based on real-time detection of sensitive information in calls. The routing decision is not static but adapts to the content of each call, enabling the system to optimize between security and efficiency by using the secure path only when sensitive data is present.
2Reliability
If the secure telephony payment system is used for the entire duration of the call, then security of sensitive information is improved, but call handling cost increases
Solution Approach 1:
Instead of continuously using the secure telephony system for the entire call duration, the system periodically activates secure routing only during the specific time window when sensitive information is being transmitted. This periodic activation aligns secure system usage with the actual need for security, reducing costs while maintaining protection when required.
Solution Approach 2:
The secure telephony system is applied partially rather than excessively - it is activated only for the portion of the call that involves sensitive information transmission, rather than being applied to the entire call duration. This partial application eliminates unnecessary security overhead while maintaining adequate protection during critical moments.
3Reliability
If the call is terminated and the agent calls back the original caller on a secure line, then security of sensitive information is improved, but loss of time and agent availability worsen
Solution Approach 1:
The system performs preliminary routing of calls through the secure telephony system before they reach the contact centre, rather than terminating calls and re-establishing connections after termination. This preliminary secure routing prevents sensitive information from entering the standard contact centre system in the first place, avoiding the time loss associated with call termination and reconnection.
Solution Approach 2:
The secure telephony system acts as an intermediary that processes and secures the call before it reaches the contact centre agent. This intermediary layer handles the sensitive information transmission securely without requiring the agent to terminate and re-establish the call, thereby maintaining continuous call connectivity while ensuring security.
4Reliability
If audio or video recordings or screen shots are recorded in the contact centre, then compliance monitoring and record-keeping are improved, but vulnerability to fraudulent access increases
Solution Approach 1:
Sensitive information is extracted and removed from the standard contact centre system before it can be recorded or stored. By preventing sensitive data from entering the contact centre infrastructure, the system eliminates the vulnerability of recorded sensitive information to fraudulent access, while still allowing non-sensitive call recordings for compliance purposes.
Solution Approach 2:
Instead of recording and storing sensitive information within the contact centre system where it would be vulnerable to fraudulent access, the system creates secure copies through the secure telephony system's inherent recording capabilities. These secure copies are stored outside the vulnerable contact centre infrastructure, maintaining compliance monitoring while protecting against fraudulent access.
Data Source
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AI summary
This invention relates to a method of processing sensitive information over VoIP. The method provides a method of processing, by a call processor, a media call comprising the steps of: receiving a first signalling stream from a first entity; creating a second signalling stream to a second entity; forwarding signals received from the first signalling stream to the second signalling stream; receiving a third signalling stream from the second entity; creating a fourth signalling stream to the first entity; and forwarding signals received on the third signalling stream to the fourth signalling stream; the first signalling stream containing instructions to set up a media call between the first entity and the second entity such that media is transmitted over a first media stream from the first entity to the second entity and a media is transmitted over a second media stream from the second entity to the first entity without intervention by said call processor.