System and method for payment card industry compliance

• US 10,580,014 B2
• Filed: 06/12/2014
• Issued: 03/03/2020
• Est. Priority Date: 06/12/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Moran, Thomas J., Carty, Gerard
• Primary Examiner(s): Seoh, Minnah L
• Assistant Examiner(s): Crandall, Richard W.
• Application Number:
  US14/302,643
• Publication Number:
  US 20150363789A1
• Time in Patent Office: 2,091 Days
• Field of Search: 705314, 705304, 345545
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/018 Certifying business or products
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system for providing Payment Card Industry (PCI) compliance for a contact center is disclosed. The system includes a monitoring module configured to monitor a communication session between an agent and a customer. At least one image associated with the agent'"'"'s computer screen is captured during the communication session. An analysis module is configured to compare the at least one image with at least one predefined image. A control module is configured to control a recording of information associated with the communication session based on the comparison.

Claims

1. A server comprising a compliance system for a contact center, the server comprising a processor and a memory, wherein the processor executes programming code stored in the memory to:

monitor an ongoing communication session between an agent and a customer;

receive, from a computer of the agent, a video data stream of a screen of the computer of the agent during the monitored ongoing communication session;

extract a first image from the received video data stream, wherein the first image is extracted from a periodic subset of frames of the received video data stream;

retrieve a stored predefined image, wherein the stored predefined image comprises at least one field associated with sensitive data to avoid recording;

compare the first image with the predefined image that comprises at least one field associated with sensitive data to avoid recording;

generate a first confidence score based on the comparison of the first image with the predefined image; and

selectively perform;

a) recording of information associated with the ongoing communication session when the first confidence score is less than a threshold value; and

b) pause recording of information associated with the ongoing communication session when the first confidence score is greater than or equal to the threshold value.

2. The system of claim 1, wherein the processor executes programming code stored in the memory to:

subsequent to extracting the first image, determine the ongoing communication session has not ended and extract a second image from the received video data stream, wherein the second image is extracted from the periodic subset of frames of the received video data stream;

compare the second image with the predefined image;

generate a second confidence score based on the comparison of the second image with the predefined image; and

resume recording of information associated with the ongoing communication session based on the second confidence score being less than the threshold value.

3. The system of claim 1, wherein pausing recording of information associated with the ongoing communication comprises masking the sensitive data.

4. The system of claim 1, wherein the information associated with the ongoing communication session comprises data associated with at least one of a telephone call, a video conference, an instant messaging service, a short messaging service, a multimedia messaging service, a screen sharing service, or an interactive voice response service.

5. The system of claim 1, wherein the predefined image comprises a one or more screenshots of the agent'"'"'s computer screen.

6. A computer-implemented method in a contact center, the method comprising:

monitoring, by a server, an ongoing communication session between an agent and a customer;

receiving, by the server, from a computer of the agent, a video data stream of a screen of the computer of the agent during the monitored ongoing communication session;

extracting, by the server, a first image from the received video data stream, wherein the first image is extracted from a periodic subset of frames of the received video data stream;

retrieving, by the computer, a stored predefined image, wherein the stored predefined image comprises at least one field associated with sensitive data to avoid recording;

comparing, by the server, the first image with the predefined image that comprises at least one field associated with sensitive data to avoid recording;

generating, by the server, a first confidence score based on the comparison of the first image with the predefined image; and

based on the first confidence score being greater than or equal to a threshold value, pausing, by the server, recording of information associated with the ongoing communication session.

7. The method of claim 6, comprising:

subsequent to extracting the first image, determining, by the server, the ongoing communication session has not ended and extracting, by the server, a second image from the received video data stream, wherein the second image is extracted from the periodic subset of frames of the received video data stream;

comparing, by the server, the second image with the predefined image;

generating, by the server, a second confidence score based on the comparison of the second image with the predefined image; and

resuming, by the server, recording of information associated with the ongoing communication session based on the second confidence score being less than the threshold value.

8. The method of claim 6, wherein the pausing comprises one of a masking of the sensitive data or a shedding of the sensitive data.

9. The method of claim 6, wherein the predefined image comprises a screenshot of a client application that receives the sensitive information.

10. The method of claim 9, wherein the screenshot comprises a plurality of named fields and a plurality of corresponding input areas.

11. The method of claim 6, wherein the at least one field comprises at least one of a customer name, a credit card number, a card security number or an expiry date.