Method and apparatus for protecting sensitive data

• US 9,881,178 B1
• Filed: 06/01/2016
• Issued: 01/30/2018
• Est. Priority Date: 09/22/2015
• Status: Active Grant

• Current Assignee: IntraNext Software, Inc.
• Original Assignee: IntraNext Software, Inc.
• Inventors: Brown, Patrick, Mitch, James, Verlare, Michael
• Primary Examiner(s): Chang, Kenneth W
• Application Number:
  US15/170,723
• Time in Patent Office: 608 Days
• CPC Class Codes: G06F 21/6245 Protecting personal data, e.g. for financial or medical purposes
• CPC Class Codes: G06Q 20/10 specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
• CPC Class Codes: H04M 2203/6009 Personal information, e.g. profiles or personal directories being only provided to authorised persons
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

In accordance with one embodiment, an apparatus is provided that includes a computer processor coupled with a call center device positioned to receive an input communication containing PII data and originating from a telephone caller, wherein the computer processor implements code to suppress at least a portion of the received PII data without requiring a physical interrupt of the input communication so that the received PII data is not conveyed to a call center agent or to a computer of the call center agent.

Claims

1. A method comprising:

receiving at a call center a triggering signal indicating that Personally Identifiable Information (PII) data is about to be sent from a telephone caller;

receiving at a call center an input communication originating from the telephone caller and comprising PII data in the form of dual-tone-multi-frequency transmission data;

in response to the triggering signal, detecting the dual-tone-multi-frequency transmission data with a dual-tone-multi-frequency detector;

based on the detected dual-tone-multi-frequency transmission data, suppressing at least a portion of the received PII data without requiring a physical interrupt of the input communication, so that the portion of the received PII data is not conveyed to a call center agent or to a computer of the call center agent.

2. The method of claim 1 and further comprising:

maintaining a voice connection between the telephone caller and the call center agent while the PII data is suppressed.

3. The method of claim 1 and further comprising:

conveying a remainder of the input communication to the call center agent or to the computer of the call center agent.

4. The method of claim 1 and further comprising:

determining that the input communication includes PII data before the suppressing of the PII data.

5. The method of claim 4 wherein the determining that the input communication includes PII data comprises:

receiving an input signal that a payment web page has been served to the computer of the call center agent.

6. The method of claim 4 wherein the determining that the input communication includes PII data comprises:

receiving an input signal that the call center agent has activated a payment interface.

7. The method of claim 4 wherein the determining that the input communication includes PII data comprises:

determining that the call center agent is using a cursor in a payment graphical user interface.

8. The method of claim 1 and further comprising:

preventing physical storage of transient PII data before handing off the PII data to an adjunct process.

9. The method of claim 1 wherein suppressing the PII data from the input communication comprises:

suppressing at least a portion of the received PII data without pausing call monitoring of the input communication.

10. The method of claim 1 wherein suppressing the PII data comprises:

removing the PII data from the communication.

11. The method of claim 1 wherein suppressing the PII data comprises:

replacing the PII data with proxy tone data.

12. The method of claim 1 wherein suppressing the PII data comprises:

intercepting and manipulating Voice Over IP (VOIP) packets containing PII data.

13. The method of claim 1 and further comprising:

providing a visual proxy for a PII data number on a computer of the call center agent to indicate an entry of the PII data number by the telephone caller.

14. The method of claim 1 and further comprising:

muting a connection between the telephone caller and the call center agent for a portion of the time that PII data is entered by the telephone caller;

unmuting the connection between the telephone caller and the call center agent for a remaining portion of the time that the PII data is entered by the telephone caller.

15. The method of claim 1 wherein the suppressing of the PII data is implemented without having to hardware-terminate and regenerate the input communication in order to suppress the PII data.

16. An apparatus comprising:

a computer processor,

wherein the computer processor is configured to respond to a triggering signal received at a call center indicating that Personally Identifiable Information (PII) data is about to be sent from a telephone caller; and

wherein the computer processor is coupled with a call center device positioned to receive an input communication containing the PII data and originating from a telephone caller in the form of dual-tone-multi-frequency transmission data;

a dual-tone-multi-frequency detector coupled with the call center device and operable to detect, from the input communication, the dual-tone-multi-frequency transmission data;

wherein the computer processor implements code to suppress, based on the detected dual-tone-multi-frequency transmission data, at least a portion of the received PII data without requiring a physical interrupt of the input communication so that the portion of the received PII data is not conveyed to a call center agent or to a computer of the call center agent.

17. The apparatus of claim 16 wherein the processor implements code to cause a voice connection between the telephone caller and the call center agent to be maintained while the PII data is suppressed.

18. The apparatus of claim 16 wherein the processor implements code to cause the call center device to convey a remainder of the input communication to the call center agent or to the computer of the call center agent.

19. The apparatus of claim 16 wherein the processor implements code to cause a determination that the input communication includes Personally Identifiable Information (PII) data before the suppressing of the PII data.

20. The apparatus of claim 16 wherein the processor implements code to determine if an input signal has been received signaling that a payment web page has been served to the computer of the call center agent.

21. The apparatus of claim 16 wherein the processor implements code to determine if an input signal has been received signaling that the call center agent has activated a payment interface.

22. The apparatus of claim 16 wherein the processor implements code to determine if an input signal has been received signaling that the call center agent is using a cursor in a payment graphical user interface.

23. The apparatus of claim 16 wherein the processor only stores transient PII data in a register of the processor before handing off the PII data to an adjunct process.

24. The apparatus of claim 16 wherein the processor implementing code to suppress the PII data comprises the processor implementing code to suppress all or a portion of the PII data from the input communication without pausing call monitoring of the input communication.

25. The apparatus of claim 16 wherein the processor implementing code to suppress the PII data comprises the processor implementing code to remove the PII data from the communication.

26. The apparatus of claim 16 wherein the processor implementing code to suppress the PII data comprises the processor implementing code to replace the PII data with proxy tone data.

27. The apparatus of claim 16 wherein the processor implementing code to suppress the PII data comprises the processor implementing code to intercept and manipulate Voice Over IP (VOIP) packets containing PII data.

28. The apparatus of claim 16 wherein the processor implements code to cause:

muting of a connection between the telephone caller and the call center agent for a portion of the time that PII data is entered by the telephone caller;

unmuting of the connection between the telephone caller and the call center agent for a remaining portion of the time that the PII data is entered by the telephone caller.

29. A method comprising:

receiving at a server located within a call center a first signal indicating that an incoming call has been received from a caller;

receiving at the server located within the call center a second signal indicating that PII data might soon be entered by the caller;

receiving Personally Identifiable Information (PII) data in the form of dual-tone-multi-frequency transmission data at the server located within the call center;

in response to the second signal and from an input communication from the caller, detecting dual-tone-multi-frequency transmission data with a dual-tone-multi-frequency detector;

based on the detected dual-tone-multi-frequency transmission data, suppressing at least a portion of the received PII data without requiring a physical interrupt of the input communication;

conveying an unsuppressed portion of the received PII data to a call center agent or to a computer of the call center agent; and

conveying at least the suppressed portion of the received PII data to a payment system processor.

30. A method comprising:

receiving at a Personally Identifiable Information Data Suppression server disposed within a physically secure facility in compliance with the Payment Card Industry-Data Security Standard (PCI-DSS) a triggering signal indicating that Personally Identifiable Information (PII) data is about to be sent from a telephone caller;

receiving at a call center an input communication originating from the telephone caller and comprising PII data in the form of dual-tone-multi-frequency transmission data;

in response to the triggering signal, detecting the dual-tone-multi-frequency transmission data with a dual-tone-multi-frequency detector;

based on the detected dual-tone-multi-frequency transmission data, suppressing at least a portion of the received PII data without requiring a physical interrupt of the input communication, so that the portion of the received PII data is not conveyed to a call center agent or to a computer of the call center agent;

conveying the PII data to the Personally Identifiable Information Data Suppression server;

conveying the PII data from the Personally Identifiable Information Data Suppression server to a payment gateway.