System and method for encrypting and recording media for a contact center

• US 9,596,344 B2
• Filed: 08/30/2013
• Issued: 03/14/2017
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Lum, Henry R., Filonov, Vladimir, Culbert, Jeffrey, Blander, Daniel, Subramaniam, Somasundaram, Cicchitto, Angelo, Gvildys, Paul
• Primary Examiner(s): King, John B
• Application Number:
  US14/015,983
• Publication Number:
  US 20140270154A1
• Time in Patent Office: 1,292 Days
• Field of Search: 380/29
• US Class Current: 1/1
• CPC Class Codes: H04L 2209/24 Key scheduling, i.e. generating round keys or sub-keys for block encryption
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1045 Proxies, e.g. for session initiation protocol [SIP]
• CPC Class Codes: H04L 65/1063 Application servers providing network services systems providing special services to telephonic subscribers H04M3/42
• CPC Class Codes: H04L 65/1076 Screening of IP real time communications, e.g. spam over Internet telephony [SPIT]
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/765 intermediate
• CPC Class Codes: H04L 9/0819 Key transport or distribution, i.e. key establishment techniques where one party creates or otherwise obtains a secret value, and securely transfers it to the other(s) network architectures or network communication protocols for key distribution in a packet data network H04L63/062
• CPC Class Codes: H04L 9/0822 using key encryption key
• CPC Class Codes: H04M 1/656 for recording conversations
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/609 Secret communication
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/28 Automatic routine testing ; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42348 Location-based services which utilize the location information of a target
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04Q 3/00 : Selecting arrangements H04Q5/00 - H04Q11/00 take precedence
• CPC Class Codes: H04W 12/04 : Key management, e.g. using generic bootstrapping architecture [GBA]
• CPC Class Codes: H04W 24/04 : Arrangements for maintaining operational condition
• CPC Class Codes: H04W 4/16 : Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 40/20 : based on geographic position or location

Abstract

A system and method for recording media for a contact center where a processor is configured to determine that media exchanged between first and second communication devices during a telephony call is to be recorded; bridge a media path between the first and second communication devices; cause replicating of the media exchanged in the media path; encrypt the replicated media via a first cryptographic key for storing the encrypted media in a data storage device; and encrypt the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media.

Claims

1. A method for recording media for a contact center comprising:

receiving, by a switch, a telephony call for establishing communication between a first communication device and a second communication device;

determining, by a processor coupled to the switch, that media exchanged between the first communication device and the second communication device during the telephony call is to be recorded;

bridging, by the processor, a media path between the first communication device and the second communication device;

cause replicating, by the processor, of the media exchanged in the media path;

encrypting, by the processor, the replicated media via a first cryptographic key for storing the encrypted media in a storage device;

encrypting, by the processor, the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key in a metadata file for the encrypted media, the metadata file being stored separately from the encrypted media and storing an identifier to the encrypted media, wherein the second cryptographic key is stored as part of a series of keys in an interactive voice response (IVR) profile;

re-encrypting, by the processor, the first cryptographic key corresponding to the encrypted media and a plurality of other encrypted media using a third cryptographic key; and

retrieving, by the processor, the encrypted media for playback based on the identifier to the encrypted media.

2. The method of claim 1 wherein the first cryptographic key is a symmetric key and the second cryptographic key is a public encryption key.

3. The method of claim 2, wherein the first cryptographic key is a session key randomly generated by the processor.

4. The method of claim 2, further comprising:

identifying the third cryptographic key;

re-encrypting the first cryptographic key via the third cryptographic key; and

modifying the metadata file based on the re-encrypted first cryptographic key.

5. The method of claim 1 further comprising:

retrieving the encrypted first cryptographic key from the metadata file associated with the encrypted media;

decrypting the first cryptographic key based on a decryption key corresponding to the second cryptographic key;

decrypting the encrypted media based on the first cryptographic key; and

providing an audible rendering of the decrypted media.

6. The method of claim 5 further comprising:

receiving a passphrase; and

accessing the decryption key based on the passphrase.

7. The method of claim 1, wherein the determining is based on a request received by the processor to record the media, wherein the request is transmitted by a call controller configured to set up and tear down the media path between the first communication device and the second communication device.

8. The method of claim 7, wherein the bridging further includes:

receiving by the processor from the call controller, first media session information and second media session information corresponding to the telephony call for respectively the first communication device and the second communication device;

establishing a first portion of the media path between the processor and the first communication device based on the first media session information; and

establishing a second portion of the media path between the processor and the second communication device based on the second media session information.

9. The method of claim 1, wherein the data storage device is configured to store media recordings for a plurality of contact centers, the data storage device being accessible over a wide area network.

10. The method of claim 9, wherein each contact center is associated with a different second cryptographic key, the method further comprising:

retrieving the second cryptographic key from a profile record stored in association with one of the plurality of contact centers.

11. The method of claim 1, wherein the encrypted media comprises a plurality of segments, and the metadata comprises data identifying a link between different ones of the segments.

12. A system for recording media for a contact center comprising:

a switch configured to receive a plurality of communications for routing to one or more communication devices;

a processor coupled to the switch; and

a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;

receive, by the switch, a telephony call for establishing communication between a first communication device and a second communication device;

determine that media exchanged between the first communication device and the second communication device during the telephony call is to be recorded;

bridge a media path between the first communication device and the second communication device;

cause replicating of the media exchanged in the media path;

encrypt the replicated media via a first cryptographic key for storing the encrypted media in a data storage device;

encrypt the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key in a metadata file for the encrypted media, the metadata file being stored separately from the encrypted media and storing an identifier to the encrypted media, wherein the second cryptographic key is stored as part of a series of keys in an interactive voice response (IVR) profile;

re-encrypt the first cryptographic key corresponding to the encrypted media and a plurality of other encrypted media using a third cryptographic key; and

retrieve the encrypted media for playback based on the identifier to the encrypted media.

13. The system of claim 12 wherein the first cryptographic key is a symmetric key and the second cryptographic key is a public encryption key.

14. The system of claim 13, wherein the first cryptographic key is a session key, wherein the instructions further cause the processor to randomly generate the session key.

15. The system of claim 13, wherein the instructions further cause the processor to:

identify the third cryptographic key;

re-encrypt the first cryptographic key via the third cryptographic key; and

modify the metadata file based on the re-encrypted first cryptographic key.

16. The system of claim 12, wherein the instructions further cause the processor to:

retrieve the encrypted first cryptographic key from the metadata file associated with the encrypted media;

decrypt the first cryptographic key based on a decryption key corresponding to the second cryptographic key;

decrypt the encrypted media based on the first cryptographic key; and

provide an audible rendering of the decrypted media.

17. The system of claim 16, wherein the instructions further cause the processor to:

receive a passphrase; and

access the decryption key based on the passphrase.

18. The system of claim 12, wherein the instructions that cause the processor to determine that media exchanged is to be recorded is based on receipt of a request to record the media, wherein the request is transmitted by a call controller configured to set up and tear down the media path between the first communication device and the second communication device.

19. The system of claim 18, wherein the instructions which cause the processor to bridge the media path further cause the processor to:

receive from the call controller the first media session information and the second media session information corresponding to the telephony call for respectively the first communication device and the second communication device;

establish a first portion of the media path with the first communication device based on the first media session information; and

establish a second portion of the media path with the second communication device based on the second media session information.

20. The system of claim 12 further comprising:

a call controller in a first geographic region, the call controller being configured to;

establish the telephony call between the-first communication device and the second communication device;

identify a second geographic location associated with a resource involved in the telephony call; and

identify the processor based on location of the processor in the identified second geographic location.

21. The system of claim 12, wherein the processor is a first media controller, the system further comprising:

a call controller configured to;

identify the first media controller currently assigned to the telephony call;

detect failure of the first media controller during the telephony call, wherein the failure of the media controller tears down the media path;

in response to detecting the failure, bridge a second media path between the first communication device and the second communication device until a second media controller is identified; and

in response to the second media controller being identified, signal the second media controller to bridge and record media exchanged during the telephony call.

22. The system of claim 12 further comprising a second processor configured to:

receive call metadata for the telephony call, the call metadata including a link to a recording of media exchanged during the telephony call;

receive a call event associated with the telephony call, the call event including a timestamp of when the event occurred during the telephony call;

store the call metadata and the call event in a database record;

retrieve the database record for displaying the call event on a display device;

receive a user command identifying the call event in response to the display on the display device; and

retrieve a portion of the recording associated with the call event in response to the user command for providing an audible rendering of the retrieved portion of the recording.

23. The system of claim 12, wherein the encrypted media comprises a plurality of segments, and the metadata comprises data identifying a link between different ones of the segments.