Systems and methods for a secure recording environment

• US 7,848,524 B2
• Filed: 06/30/2006
• Issued: 12/07/2010
• 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: Smith, Damian, Williams, Jamie Richard, Calahan, Marc, Watson, Joe, Dong, Thomas
• Primary Examiner(s): Cervetti; David Garcia
• Assistant Examiner(s): ABEDIN, SHANTO
• Application Number:
  US11/479,925
• Publication Number:
  US 20080005568A1
• Time in Patent Office: 1,621 Days
• Field of Search: 713/165, 713/168, 713/176, 713/182, 713/185, 713/193, 380/277, 380/278, 726/2, 726/26, 726/27
• US Class Current: 380/277
• 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 63/06 for supporting key management in a packet data network cryptographic mechanisms or cryptographic arrangements for key management H04L9/08
• CPC Class Codes: H04L 63/08 for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 63/166 at the transport layer
• 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 electronic keys that are used to encrypt and decrypt secure, captured data in a customer center. In one embodiment, the method comprises the steps of: establishing a secure communication over a network between the key management system and a retrieval component; transmitting a duplicate copy of at least one electronic key to a cache that is electrically coupled to the retrieval component; receiving a request to retrieve the electronic keys; and transmitting the retrieved electronic keys for decrypting the stored data.

Claims

1. A method for providing electronic keys to encrypt and decrypt secure, captured data in a customer center, comprising the steps of:

establishing a secure communication over a network between a key management system in a customer center and a playback component in the customer center by transmitting authentication information from the playback component to the key management system via the network, wherein establishing the secure communication further comprises receiving the authentication information by a recording subsystem and determining whether the playback component has authentication based on the authentication information;

transmitting, from the key management system via the network, a duplicate copy of an electronic key to a cache that is electrically coupled to the playback component,

receiving, at the cache, a request to retrieve the electronic key from the playback component, the request including a key identification associated with the electronic key and unique identifiers associated with stored data and being generated from unencrypted captured data; and

transmitting, from the cache, the retrieved electronic key to the playback component to decrypt stored secured, captured data, wherein the encrypted data comprises a communication between a customer and an agent of the customer center.

2. The method as defined in claim 1, wherein establishing a secure communication comprises establishing a secure tunnel between the playback component and a recording subsystem.

3. The method as defined in claim 2, wherein the secure tunnel is achieved by a cryptographic protocol which provide secure communications on the network.

4. The method as defined in claim 3, wherein the cryptographic protocol is a secure sockets layer.

5. The method as defined in claim 1, wherein decrypting the encrypted data by one of a key management system, a recording subsystem and the retrieval component.

6. A system for playing back a stored, encrypted data in a customer center comprising:

a secure communication over a network between a key management system, a playback component of a customer center and a recording subsystem of the customer center to retrieve the stored, encrypted data, wherein the encrypted data comprises a communication between a customer and an agent of the customer center;

the recording subsystem operative to;

receive a request to retrieve the stored, encrypted data via the network from the playback component,

transmit the stored, encrypted data and an electronic key via the network to the playback component, and

transmit a request, to a cache, to retrieve the electronic key for decrypting the stored, encrypted data via the network;

the playback component operative to;

transmit a request to retrieve the stored, encrypted data via the network to the recording subsystem,

receive the stored, encrypted data and the electronic key via the network from the recording subsystem, and

decrypt the stored, encrypted data using the electronic key to create decrypted data, and

play back the decrypted data; and

the key management system operative to;

receive the request to retrieve the electronic key for decrypting the data, the request including a key identification associated with the electronic key and unique identifiers associated with the stored data and being generated from unencrypted data that comprises a communication between the customer and the agent of the customer center.

7. The system as defined in claim 6, wherein the secure communication is established by transmitting authentication information by the playback component via a network.

8. The system as defined in claim 7, wherein establishing the secure communication further comprises receiving the authentication information by the recording subsystem and determining whether the playback component has authentication based on the authentication information.

9. The system as defined in claim 6, wherein the secure communication is established by establishing a secure tunnel between the playback component and the recording subsystem.

10. The system as defined in claim 9, wherein the secure tunnel is achieved by a cryptographic protocol which provide secure communications on the network.

11. The system as defined in claim 10, wherein the cryptographic protocol is a secure sockets layer.

12. The system as defined in claim 6, wherein the key management system is further operative to decrypt the stored, encrypted data and transmit the decrypted data to the retrieval component for play back.

13. The system as defined in claim 6, wherein the cache is operative to receive the request to retrieve the electronic key for decrypting the data, the request including a key identification associated with the electronic key and unique identifiers associated with the stored data.

14. The system as defined in claim 6, wherein the recording subsystem is further operative to decrypt the stored, encrypted data and transmit the decrypted data to the playback component for play back.

15. A system for playing back a stored, encrypted data in a customer center comprising:

a secure communication over a network between a playback component of a customer center and a recording subsystem of the customer center to retrieve the stored, encrypted data, wherein the encrypted data comprises a communication between a customer and an agent of the customer center;

the recording subsystem operative to;

receive a request to retrieve the stored, encrypted data via the network from the playback component,

transmit the encrypted data and an electronic key via the network, and

transmit a request to retrieve the electronic key for decrypting the stored, encrypted data via the network to a cache;

the cache operative to receive the request to retrieve the electronic key for decrypting the data, the request including one of a key identification associated with the electronic key and unique identifier associated with the stored data;

the playback component operative to;

transmit a request to retrieve the stored, encrypted data via the network to the recording subsystem, the request including a key identification associated with the electronic key and unique identifiers associated with the stored, encrypted data and being generated from unencrypted data that comprises the communication between the customer and the agent of the customer center,

receive the stored, encrypted data and the electronic key via the network from the recording subsystem,

decrypt the stored, encrypted data using the electronic key to create decrypted data,

play back the decrypted data; and

a key management system operative to transmit a duplicate copy of the key to the cache.