08831204 is referenced by 12 patents and cites 8 patents.

A secure three-way bridge in a SIP-based processing switch protects sensitive information provided by a party during a call with an agent in a contact center. During the call, the agent may bridge an interactive voice response system (“IVR”) onto the call using the secure three-way bridge so that the party can enter sensitive information, such as a credit card account, to the IVR. The information is provided by the party using dual-tone multiple frequency (“DTMF”) tones that are presented in an unmodified form to the IVR, but modified and then presented to the agent, so that the agent is unable to discern the sensitive information provided by the party. Other embodiments may accomplish similar capabilities by application of components outside of the bridging structure. Further, recording systems may record the call comprising the modified audio, thus protecting the sensitive information from subsequent detection upon review of the recording.

Title
Protecting sensitive information provided by a party to a contact center
Application Number
13/861102
Publication Number
8831204 (B1)
Application Date
April 11, 2013
Publication Date
September 9, 2014
Inventor
Karl H Koster
Sandy Springs
GA, US
Ruby A Fields
Smyrna
GA, US
Marcin Pycko
Madison
AL, US
Assignee
Noble Systems Corporation
GA, US
IPC
H04M 3/22
H04M 3/00
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