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; and
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,wherein the system is not a party to the interaction, andwherein the recording module receives a duplicate media stream representing the interaction, and the encryption key information is received from the source of the duplicate media stream.
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Abstract
Systems and methods for recording an encrypted contact center interaction.
148 Citations
43 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; and 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, wherein the system is not a party to the interaction, and wherein the recording module receives a duplicate media stream representing the interaction, and the encryption key information is received from the source of the duplicate media stream. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. 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; and 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, wherein the encryption key information is obtained via a control protocol interface between the system and the control protocol switch, and wherein the encryption key information used to decrypt the control protocol is requested from the control protocol switch based upon an endpoint or call identification, and is provided during the interaction or after the interaction is complete. - View Dependent Claims (18, 19)
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20. 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; and an encryption module configured to generate a new key separately from the encryption key information used to encrypt the interaction, the encryption module being further configured to re-encrypt the decrypted interaction data using the new key, wherein the system is operable to subsequently decrypt the encrypted data stream using associated encryption key information held in the encryption key information buffer, and wherein the recording module comprises a decryption buffer and is configured to decrypt the encrypted data stream in volatile storage prior to storage to a data store using the decryption buffer.
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21. 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; and storing the interaction data in a system data store, wherein the encrypted interaction data is operable to be decrypted using the stored encryption key information, wherein the recording device is not a party to the interaction, and wherein the data switch interface receives a duplicate media stream representing the interaction, and the encryption key information is received from the source of the duplicate media stream. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38)
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39. 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; and storing the interaction data in a system data store, wherein the encrypted interaction data is operable to be decrypted using the stored encryption key information, wherein the encryption key information is obtained via a control protocol sent between the recording device and a control protocol switch, and wherein the encryption key information used to decrypt the control protocol is requested from the control protocol switch based upon an endpoint or call identification, and is provided during the interaction or after the interaction is complete. - View Dependent Claims (40, 41, 42)
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43. 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 encrypted data in memory prior to storage to a data store using a decryption buffer; storing the interaction data in a system data store; and generating a new encryption key, and re-encrypting the decrypted interaction data using the new encryption key, wherein the encrypted interaction data is operable to be decrypted using the stored encryption key information.
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Specification