Systems and methods for a secure recording environment

• US 20080005588A1
• Filed: 06/30/2006
• Published: 01/03/2008
• Est. Priority Date: 06/30/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Smith, Damian, Williams, Jamie Richard, Calahan, Marc, Watson, Joe, Dong, Thomas
• Granted Patent: US 7,853,800 B2
• Time in Patent Office: Days
• US Class Current: 713/193
• CPC Class Codes: G06F 21/606 by securing the transmission between two devices or processes
• CPC Class Codes: G06F 21/6218 to a system of files or objects, e.g. local or distributed file system or database
• CPC Class Codes: G06Q 20/3829 involving key management
• CPC Class Codes: H04L 9/083 involving central third party, e.g. key distribution center [KDC] or trusted third party [TTP]
• CPC Class Codes: H04L 9/0841 involving Diffie-Hellman or related key agreement protocols

Abstract

Systems and methods are disclosed for retrieving and playing back a secure, captured data in a customer center. In another embodiment, the method comprises: transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem; establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the retrieval component; transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data; receiving the electronic keys by the retrieval component; decrypting the stored, encrypted data using the electronic keys; and playing back the decrypted data.

Claims

1. A method for retrieving and playing back a secure, captured data in a customer center, comprising the steps of:

transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem;

establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data;

receiving the stored, encrypted data by the retrieval component;

transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data;

receiving the electronic keys by the retrieval component;

decrypting the stored, encrypted data using the electronic keys; and

playing back the decrypted data.

2. The method as defined in claim 1, wherein establishing the secure communication comprises transmitting authentication information by the retrieval component via a network.

3. The method as defined in claim 2, wherein establishing the secure communication further comprises receiving the authentication information by the recording subsystem and determining whether the retrieval component has authentication based on the authentication information.

4. The method as defined in claim 1, wherein establishing a secure communication comprises establishing a secure tunnel between the retrieval component and the recording subsystem.

5. The method as defined in claim 4, wherein the secure tunnel is achieved by a cryptographic protocol which provide secure communications on the network.

6. The method as defined in claim 5, wherein the cryptographic protocol is a secure sockets layer.

7. The method as defined in claim 1, wherein the request to retrieve the electronic keys for decrypting the data includes one of key identifications associated with the electronic keys and unique identifiers associated with the stored data.

8. The method as defined in claim 1, wherein decrypting the encrypted data by one of a key management system, a recording subsystem and retrieval component.

9. A system for retrieving and playing back a secure, captured data in a customer center comprising:

a secure communication over a network between a retrieval component and a recording subsystem to retrieve stored, encrypted data;

the recording subsystem operative to;

receive the request to retrieve the stored, encrypted data via the network,

transmit a request to retrieve electronic keys for decrypting the stored, encrypted data via the network, and

transmit the stored data and electronic keys via the network; and

the retrieval component operative to;

transmit a request by to retrieve the stored, encrypted data via the network,

receive the stored, encrypted data and electronic keys via the network,

decrypt the stored, encrypted data using the electronic keys, and

play back the decrypted data.

10. The system as defined in claim 9, wherein the secure communication is established by transmitting authentication information by the retrieval component via a network.

11. The system as defined in claim 10, wherein establishing the secure communication further comprises receiving the authentication information by the recording subsystem and determining whether the retrieval component has authentication based on the authentication information.

12. The system as defined in claim 9, wherein the secure communication is established by establishing a secure tunnel between the retrieval component and the recording subsystem.

13. The system as defined in claim 12, wherein the secure tunnel is achieved by a cryptographic protocol which provide secure communications on the network.

14. The system as defined in claim 13, wherein the cryptographic protocol is a secure sockets layer.

15. The system as defined in claim 9, further comprising a key management system operative to receive the request to retrieve the electronic keys for decrypting the data, the request including one of key identifications associated with the electronic keys and unique identifiers associated with the stored data.

16. The system as defined in claim 15, wherein the key management system is further operative to decrypt the stored, encrypted data and transmit the decrypted data to the retrieval component for play back.

17. The system as defined in claim 9, further comprising a cache operative to receive the request to retrieve the electronic keys for decrypting the data, the request including one of key identifications associated with the electronic keys and unique identifiers associated with the stored data.

18. The system as defined in claim 9, wherein the recording subsystem is further operative to decrypt the stored, encrypted data and transmit the decrypted data to the retrieval component for play back.

19. A system for retrieving and playing back a secure, captured data in a customer center comprising:

a secure communication over a network between a retrieval component and a recording subsystem to retrieve stored, encrypted data;

the recording subsystem operative to;

receive the request to retrieve the stored, encrypted data via the network,

transmit a request to retrieve electronic keys for decrypting the stored, encrypted data via the network;

decrypt the stored data using the electronic keys, and

transmit the decrypted data via the network,

a cache operative to receive the request to retrieve the electronic keys for decrypting the data, the request including one of key identifications associated with the electronic keys and unique identifiers associated with the stored data; and

the retrieval component operative to;

transmit a request by to retrieve the stored, encrypted data via the network,

receive the decrypted data via the network, and

play back the decrypted data.

20. The system as defined in claim 19, further comprising a key management system operative to transmit a duplicate copy of at least one key to the cache.