System and method for encrypting and recording media for a contact center
First Claim
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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.
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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.
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Citations
23 Claims
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1. A method for recording media for a contact center comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for recording media for a contact center comprising:
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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. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23)
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Specification