Systems and methods for a secure recording environment

• US 7,853,800 B2
• Filed: 06/30/2006
• Issued: 12/14/2010
• 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 García
• Assistant Examiner(s): ABEDIN, SHANTO
• Application Number:
  US11/479,841
• Publication Number:
  US 20080005588A1
• Time in Patent Office: 1,628 Days
• Field of Search: 713/193, 713/165, 713/182, 713/185, 713/189, 726/2, 726/26, 380/277, 380/278, 389/278, 725/31, 705/51, 705/57, 705/71, 705/50
• US Class Current: 713/189
• CPC Class Codes: G06F 21/606 by securing the transmission between two devices or processes
• CPC Class Codes: G06F 21/6218 to a system of files or objects, e.g. local or distributed file system or database
• CPC Class Codes: G06Q 20/3829 involving key management
• CPC Class Codes: H04L 9/083 involving central third party, e.g. key distribution center [KDC] or trusted third party [TTP]
• CPC Class Codes: H04L 9/0841 involving Diffie-Hellman or related key agreement protocols

Abstract

Systems and methods are disclosed for retrieving and playing back a secure, captured data in a customer center. In another embodiment, the method comprises: transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem; establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the retrieval component; transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data; receiving the electronic keys by the retrieval component; decrypting the stored, encrypted data using the electronic keys; and playing back the decrypted data.

Claims

1. A method for retrieving and playing back a secure, captured data in a customer center, comprising the steps of:

transmitting a request by a playback component at a customer center to retrieve stored, encrypted data from a recording subsystem, the request to retrieve an electronic key for decrypting the data including a key identification associated with the electronic key and a unique identifier associated with the stored encrypted data in accordance with a context;

establishing a secure communication between the playback component and the recording subsystem to retrieve the stored, encrypted data;

receiving the stored, encrypted data by the playback component from the recording subsystem;

transmitting a request to the recording subsystem to retrieve the electronic key for decrypting the stored, encrypted data;

receiving the electronic key by the playback component from the recording subsystem, wherein the electronic key is received electronically via a network, further wherein the electronic key was retrieved by the recording subsystem from a cache operative to receive the request to retrieve the electronic key for decrypting the data;

decrypting the stored, encrypted data associated with the unique identifier using the electronic key, wherein other stored, encrypted data not associated with the unique identifier remain encrypted; and

playing back the decrypted data.

2. The method as defined in claim 1, wherein establishing the secure communication comprises transmitting authentication information by the playback component via a network.

3. The method as defined in claim 2, 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.

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

5. The method as defined in claim 4, wherein the secure tunnel is achieved by a cryptographic protocol which provide secure communications on the network.

6. The method as defined in claim 5, wherein the cryptographic protocol is a secure sockets layer.

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

8. A system for retrieving and playing back a secure, captured data in a customer center comprising:

a secure communication over a network between a playback component at a customer center, a key management system, a recording subsystem to retrieve stored, encrypted data, and a cache;

the recording subsystem operative to;

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

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

transmit the stored data and electronic key electronically via the network to the playback component;

the key management system operative to transmit a duplicate copy of the electronic key electronically via the network to the cache;

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 electronic key via the network from the recording subsystem,

decrypt the stored, encrypted data associated with the unique identifier using the electronic key, wherein other stored, encrypted data not associated with the unique identifier remain encrypted, and

play back the decrypted data; and

the cache 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.

9. The system as defined in claim 8, wherein the secure communication is established by transmitting authentication information by the playback component via a network.

10. The system as defined in claim 9, 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.

11. The system as defined in claim 8, wherein the secure communication is established by establishing a secure tunnel between the playback component and the recording subsystem.

12. The system as defined in claim 11, wherein the secure tunnel is achieved by a cryptographic protocol which provide secure communications on the network.

13. The system as defined in claim 12, wherein the cryptographic protocol is a secure sockets layer.

14. The system as defined in claim 8, wherein the key management system is further operative to decrypt the stored, encrypted data and transmit the decrypted data to the playback component for play back.

15. The system as defined in claim 8, 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.

16. A system for retrieving and playing back a secure, captured data in a customer center comprising:

a secure communication over a network between a playback component at a customer center, a key management system operative to receive a request to retrieve the electronic key for decrypting the data and a recording subsystem to retrieve stored, encrypted data;

the recording subsystem operative to;

receive the request to retrieve the stored, encrypted data via the network from the playback component, the request to retrieve the electronic key for decrypting the data including a key identification associated with the electronic key and a unique identifier associated with the stored encrypted data in accordance with a context,

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

receive the electronic key electronically via the network;

decrypt the stored, encrypted data associated with the unique identifier using the electronic key, wherein other stored, encrypted data not associated with the unique identifier remain encrypted, and

transmit the decrypted data via the network,

the cache 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

the playback component operative to;

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

receive the decrypted data via the network from the recording subsystem, and play back the decrypted data.

17. The system as defined in claim 16, further comprising a key management system operative to transmit a duplicate copy of at least one key to the cache.