Systems and Methods for Recording an Encrypted Interaction
First Claim
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1. A system for recording an encrypted data stream, the encrypted data comprising a contact center interaction, the system comprising:
- a control protocol switch interface configured to interface with a protocol switch and receive an interaction setup signal, the interaction setup signal including an exchange of encryption key information associated with an interaction;
an encryption key information buffer coupled to the control protocol switch interface, the encryption key information buffer being configured to receive the encryption key information and hold the encryption key information;
a data switch interface configured to interface with a data switch and receive an encrypted data stream associated with the interaction, the encrypted data stream being encrypted such that devices that do not have an encryption key associated with the encrypted data stream are inhibited from reviewing the interaction data;
a recording module configured to record the interaction;
wherein the system is operable to subsequently decrypt the encrypted data stream using associated encryption key information held in the encryption key information buffer.
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Abstract
Systems and methods for recording an encrypted contact center interaction.
144 Citations
51 Claims
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1. A system for recording an encrypted data stream, the encrypted data comprising a contact center interaction, the system comprising:
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a control protocol switch interface configured to interface with a protocol switch and receive an interaction setup signal, the interaction setup signal including an exchange of encryption key information associated with an interaction; an encryption key information buffer coupled to the control protocol switch interface, the encryption key information buffer being configured to receive the encryption key information and hold the encryption key information; a data switch interface configured to interface with a data switch and receive an encrypted data stream associated with the interaction, the encrypted data stream being encrypted such that devices that do not have an encryption key associated with the encrypted data stream are inhibited from reviewing the interaction data; a recording module configured to record the interaction; wherein the system is operable to subsequently decrypt the encrypted data stream using associated encryption key information held in the encryption key information buffer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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25. A method for recording encrypted interaction data, the method comprising the steps of:
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receiving an interaction setup signal at a recording device, the interaction setup signal comprising encryption key information associated with interaction data; storing the encryption key information in a key storage, the key storage being configured to store encryption key information for retrieval; receiving encrypted data stream at the recording device, the encrypted data stream representing an encrypted form of interaction data, the encryption being configured to inhibit review of the interaction data without an encryption key; storing the interaction data in a system data store; and wherein the encrypted interaction data is operable to be decrypted using the stored encryption key information. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51)
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Specification