Systems and methods for secure recording in a customer center environment

• US 8,675,825 B1
• Filed: 12/14/2010
• Issued: 03/18/2014
• Est. Priority Date: 05/23/2008
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Barnes, Robert John, Calahan, Marc, Williams, Jamie Richard, Dong, Thomas Z., Smith, Damian
• Primary Examiner(s): Anwah, Olisa
• Application Number:
  US12/968,240
• Time in Patent Office: 1,190 Days
• Field of Search: 379/67.1, 379/68, 379/88.08, 379/88.16, 379/88.22, 379/88.23, 379/88.24, 379/88.25, 380/257
• US Class Current: 379/68
• CPC Class Codes: H04M 1/2747 Scrolling on a display
• CPC Class Codes: H04M 1/656 for recording conversations
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.

Claims

1. A method for protecting information provided during a communication session, said method comprising:

recording the communication session at a recorder in a first recording mode in accordance with a rule, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in optimal fashion;

receiving an event at the recorder from a media distribution device, the event being identified by a capture engine at the media distribution device;

acting on the event at the recorder to change to a second recording mode to protect data associated with the communication session; and

resuming the first recording mode after a predetermined timeout period expires, wherein the timeout period is a predetermined value, a specified value in the event, a condition on a business rule, or a value associated with specific agents or extensions.

2. The method of claim 1, wherein the first recording mode and the second recording mode is at least one of:

start, stop, resume, pause, skip, insert, encrypt, mark, flag, tag or segment.

3. The method of claim 1, further comprising identifying the data during the communication session, wherein the identifying is performed by at least one of a customer relationship management (CRM) system, interactive voice response (IVR) system, computer telephony integration (CTI) server, an analytics application or a payment application.

4. The method of claim 1, wherein the event instructs the recorder to protect data in the communication session.

5. The method of claim 4, wherein to protect data comprises at least one of inserting silence into the recording, pausing the recording, resume the recording, encrypting the recording to protect the data, and marking the recording and/or metadata for a start of a protected section.

6. The method of claim 1, further comprising receiving a second event at the recorder to resume the first recording mode.

7. The method of claim 1, further comprising:

applying business rules to the event; and

changing to the second recording mode in accordance with the business rules.

8. The method of claim 1, wherein the rule is one of one of recording all calls for compliance reasons, selective recording based on attributes associated with the communication session, selective recording based on specific agents, or selective recording based on specific extensions.

9. An apparatus for protecting information provided during a communication session, comprising:

a recorder that records the communication session in a first recording mode in accordance with a rule, the recorder being operative to receive and act on an event to change to a second recording mode to protect data associated with the communication session, the event being identified by a capture engine at the media distribution device that communicates the event to the recorder, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in optimal fashion,

wherein the first recording mode is resumed after a predetermined timeout period expires, wherein the timeout period is a predetermined value, a specified value in the event, a condition on a business rule, or a value associated with specific agents or extensions.

10. The apparatus of claim 9, wherein the first recording mode and the second recording mode is at least one of:

start, stop, resume, pause, skip, insert, encrypt, mark, flag, tag or segment.

11. The apparatus of claim 9, further comprising a second component that identifies the data during the communication session, wherein the second component is at least one of a customer relationship management (CRM) system, interactive voice response (IVR) system, computer telephony integration (CTI) server, a desktop analytics application or a payment application.

12. The apparatus of claim 9, wherein the event instructs the recorder to protect data in the communication session when the second recording mode.

13. The apparatus of claim 12, wherein to protect data comprises at least one of inserting silence into the recording, pausing the recording, resume the recording, encrypting the recording to protect the data, and marking the recording and/or metadata for a start of a protected section.

14. The apparatus of claim 9, wherein a second event is received by the recorder to resume the first recording mode.

15. The apparatus of claim 9, wherein business rules are applied to the event at the recorder, and wherein the second recording mode is changed to in accordance with the business rules.

16. The apparatus of claim 9, wherein the rule is one of one of recording all calls for compliance reasons, selective recording based on attributes associated with the communication session, selective recording based on specific agents, or selective recording based on specific extensions.

17. A method for protecting information provided during a communication session, said method comprising:

recording the communication session at a recorder in accordance with a rule, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in optimal fashion;

receiving an event at the recorder from a media distribution device, the event being identified by a capture engine at the media distribution device;

pausing the recording at the recorder to protect data associated with the communication session; and

resuming the recording mode after a predetermined timeout period expires, wherein the timeout period is a predetermined value, a specified value in the event, a condition on a business rule, or a value associated with specific agents or extensions.

18. The method of claim 17, further comprising receiving a second event at the recorder to unpause the recording.