Method and system for securing access to information in an automatic call distributor system
First Claim
Patent Images
1. A method for granting access to secure caller information, comprising:
- receiving from a caller a call for connection with one of a plurality of agents;
distributing the call to an agent of the plurality of agents;
initiating an active communication session between the caller and the agent for handling the call; and
granting to the agent access to secure caller information using a plurality of access authentication information, the plurality of access authentication information comprising the active communication session between the caller and the agent.
2 Assignments
0 Petitions
Accused Products
Abstract
A method for granting access to secure information includes receiving from a caller a call for connection with one of a plurality of agents, distributing the call to the agent of the plurality of agents, initiating an active communication session between the caller and the agent for handling the call, and granting to the agent access to the secure caller information using a plurality of access authentication information that includes an active communication session between the caller and the agent.
31 Citations
41 Claims
-
1. A method for granting access to secure caller information, comprising:
-
receiving from a caller a call for connection with one of a plurality of agents;
distributing the call to an agent of the plurality of agents;
initiating an active communication session between the caller and the agent for handling the call; and
granting to the agent access to secure caller information using a plurality of access authentication information, the plurality of access authentication information comprising the active communication session between the caller and the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
-
-
12. A method for granting access to secure caller information, comprising:
-
receiving from a caller;
a call for connection with one of a plurality of agents; and
caller authenticating credentials associated with the caller;
distributing the call to an agent of the plurality of agents;
initiating an active communication session between the caller and the agent for handling the call;
generating a session key for the communication session between the caller and the agent, the session key expiring at the end of the communication session; and
providing the agent with access to secure caller information of the caller using the caller authenticating credentials and the session key. - View Dependent Claims (13)
-
-
14. A system for granting access to secure caller information, comprising:
-
an interface operable to receive from a caller a call for connection with one of a plurality of agents; and
a controller operable to;
distribute the call to an agent of the plurality of agents;
initiate an active communication session between the caller and the agent for handling the call; and
grant to the agent access to secure caller information using a plurality of access authentication information, the plurality of access authentication information comprising the active communication session between the caller and the agent. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
-
-
25. A system for granting access to secure caller information, comprising:
-
an interface operable to receive from a caller;
a call for connection with one of a plurality of agents; and
caller authenticating credentials associated with the caller;
a controller operable to;
distribute the call to an agent of the plurality of agents;
initiate an active communication session between the caller and the agent for handling the call;
generate a session key for the communication session between the caller and the agent, the session key expiring at the end of the communication session; and
provide the agent with access to secure caller information of the caller using the caller authenticating credentials and the session key. - View Dependent Claims (26)
-
-
27. Logic embodied in a computer readable medium, the computer readable medium comprising code operable to:
-
receive from a caller a call for connection with one of a plurality of agents;
distribute the call to an agent of the plurality of agents;
initiate an active communication session between the caller and the agent for handling the call; and
grant to the agent access to secure caller information using a plurality of access authentication information, the plurality of access authentication information comprising the active communication session between the caller and the agent. - View Dependent Claims (28, 29, 30, 31, 32, 33, 34, 35, 36, 37)
-
-
38. Logic embodied in a computer readable medium, the computer readable medium comprising code operable to:
-
receive from a caller;
a call for connection with one of a plurality of agents; and
caller authenticating credentials associated with the caller;
distribute the call to an agent of the plurality of agents;
initiate an active communication session between the caller and the agent for handling the call;
generate a session key for the communication session between the caller and the agent, the session key expiring at the end of the communication session; and
provide the agent with access to secure caller information of the caller using the caller authenticating credentials and the session key. - View Dependent Claims (39)
-
-
40. A system for granting access to secure caller information, comprising:
-
means for receiving from a caller a call for connection with one of a plurality of agents;
means for distributing the call to an agent of the plurality of agents;
means for initiating an active communication session between the caller and the agent for handling the call; and
means for granting to the agent access to secure caller information using a plurality of access authentication information, the plurality of access authentication information comprising the active communication session between the caller and the agent.
-
-
41. A method for granting access to secure caller information, comprising:
-
receiving from a caller;
a call for connection with one of a plurality of agents; and
caller authenticating credentials associated with the caller;
distributing the call to an agent of the plurality of agents;
receiving from the agent agent authenticating credentials associated with the agent;
initiating an active communication session between the caller and the agent for handling the call;
generating a session key for the active communication session between the caller and the agent, the session key expiring at the end of the communication session;
providing the agent with access to secure caller information of the caller using a plurality of access authentication information, the plurality of access authentication information comprising;
caller authenticating credentials;
agent authenticating credentials; and
session key;
communicating to the caller actions performed by the agent in handling the secure caller information;
receiving a disconnect command from the caller to disconnect from the agent the access to the secure caller information; and
in response to receiving the disconnect command from the caller;
destroying the session key;
removing from the agent the access to the secure caller information; and
clearing the secure caller information from a display associated with the agent.
-
Specification