Protecting sensitive information provided by a party to a contact center

摘要

A secure three-way bridge in a SIP-based processing switch protects sensitive information provided by a party during a call with an agent in a contact center. During the call, the agent may bridge an interactive voice response system (“IVR”) onto the call using the secure three-way bridge so that the party can enter sensitive information, such as a credit card account, to the IVR. The information is provided by the party using dual-tone multiple frequency (“DTMF”) tones that are presented in an unmodified form to the IVR, but modified and then presented to the agent, so that the agent is unable to discern the sensitive information provided by the party. Other embodiments may accomplish similar capabilities by application of components outside of the bridging structure. Further, recording systems may record the call comprising the modified audio, thus protecting the sensitive information from subsequent detection upon review of the recording.

主权项

1. A session initiated protocol-based (“SIP-based”) switching system comprising a processor for providing a secure three-way bridge for processing dual-tone multiple frequency (“DTMF”) information associated with a call involving a remote party, an agent in a contact center, and an interactive voice response unit (“IVR”), the processor configured to:
receive a digitized voice packet originating from the remote party at a first input of the secure three-way bridge; provide the digitized voice packet to the agent via a first output of the secure three-way bridge and to the IVR via a second output of the secure three-way bridge; receive a SIP-based real-time protocol (“RTP”) telephone-event packet at the secure three-way bridge conveying out-of-band DTMF information originating from the remote party; provide the out-of-band DTMF information to the IVR by providing the SIP-based RTP telephone-event packet to the IVR via the second output of the secure three-way bridge; and filter the out-of-band DTMF information from being provided by the secure three-way bridge to the agent via the first output of the secure three-way bridge.