Systems and methods for a secure recording environment

• US 8,290,871 B1
• Filed: 04/28/2010
• Issued: 10/16/2012
• 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: Watson, Joe, Calahan, Marc, Williams, Jamie Richard, Dong, Thomas Z., Smith, Damian
• Primary Examiner(s): Chea, Philip
• Assistant Examiner(s): ABEDIN, SHANTO
• Application Number:
  US12/769,541
• Time in Patent Office: 902 Days
• Field of Search: 726/2, 726/26, 726/27, 380/277, 713/193, 713/189, 705/67, 705/901, 705/902, 705/908, 705/50
• US Class Current: 705/50
• CPC Class Codes: G06Q 20/3674 involving authentication
• CPC Class Codes: H04L 2209/60 Digital content management, e.g. content distribution
• CPC Class Codes: H04L 63/0428 wherein the data content is protected, e.g. by encrypting or encapsulating the payload
• CPC Class Codes: H04L 63/06 for supporting key management in a packet data network cryptographic mechanisms or cryptographic arrangements for key management H04L9/08
• CPC Class Codes: H04L 9/083 involving central third party, e.g. key distribution center [KDC] or trusted third party [TTP]

Abstract

Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

Claims

1. A method for providing secure, captured data in a customer center, comprising the steps of:

capturing unencrypted data with a recording system at a customer center through a VoIP network, wherein the unencrypted data comprises a communication between a user and an agent of the customer center;

generating, at a key management system, electronic keys for encrypting the unencrypted data;

transmitting the electronic keys and key identifications to the recording system in response to a request;

encrypting the unencrypted data at the recording system using the electronic keys to generate encrypted data;

associating the electronic keys with the encrypted data to store the encrypted data at the recording system;

associating metadata of the stored encrypted data with the key identifications at the recording system;

transmitting a code associated with the stored encrypted data to the key management system, the code being unique to a context of the captured unencrypted data; and

maintaining a database of metadata and key identifications to facilitate retrieval of the electronic keys for decrypting the stored encrypted data.

2. The method as defined in claim 1, wherein associating the electronic keys with the encrypted data comprises associating the key identifications with the stored encrypted data.

3. The method as defined in claim 1, wherein the key identifications are hash values on the electronic keys.

4. The method as defined in claim 1, wherein associating the electronic keys with the encrypted data comprises associating the electronic keys with the code.

5. The method as defined in claim 4, further comprising maintaining a database of electronic keys and unique identifiers to facilitate retrieval of the electronic keys for decrypting the stored encrypted data.

6. The method as defined in claim 1, wherein the code is a hash value based on the electronic keys.

7. A method for providing secure, capture of multimedia communications data in a customer center, comprising the steps of:

capturing, at a recording system, the multimedia communications data in accordance with predetermined business rules, the multimedia communications data being communicated between a user and an agent of the customer center;

generating, at a key management system, electronic keys for encrypting the multimedia communications data;

transmitting the electronic keys and key identifications to the recording system in response to a request;

encrypting the multimedia communications data at the recording system using the electronic keys to generate and store encrypted data;

assigning a unique identifier to the multimedia communications data in accordance with a context of the multimedia communications data;

associating metadata of the stored encrypted data with the key identifications at the recording system; and

maintaining a database of metadata and key identifications to facilitate retrieval of the electronic keys for decrypting the stored encrypted data.

8. The method as defined in claim 7, wherein associating the electronic keys with the encrypted data comprises associating the key identifications with the stored encrypted data.

9. The method as defined in claim 7, wherein the key identifications are hash values on the electronic keys.

10. The method as defined in claim 7, wherein associating the electronic keys with the encrypted data comprises associating the electronic keys with the unique identifiers.

11. The method as defined in claim 10, further comprising maintaining a database of electronic keys and unique identifiers to facilitate retrieval of the electronic keys for decrypting the stored encrypted data.

12. The method as defined in claim 7, wherein the unique identifiers are hash values on the electronic keys.