Granted Patent B2

US 8,683,547 · App. 12/589,832 · Granted Mar 25, 2014

Abstract

Claims (34)

1. A security server for managing adaptive security zones in complex business operations, comprising:

a server computer including a computer memory, the computer memory being configured to include a security manager module executable on the server computer, the security manager module being coupled to a rules engine, via a data network, adapted to receive events from a plurality of sources, and the security manager module being configured to:

(a) receive a notification from the rules engine regarding an event triggering a security rule;

(b) automatically establish a new security zone based at least in part on the contents of the notification, said new security zone extending to at least one remote independent agent of handling calls from customers seeking products or services from a contact center of an enterprise, wherein the at least one remote independent agent works at an agent station that is outside of boundaries of the enterprise;

(c) determine one or more components and the at least one remote independent agent affected by the new security zone; and

(d) notify each affected component and the at least one remote independent agent of one or more security rules to be enforced by on the component to facilitate the establishment of the new security zone.

2. The system of claim 1 , in which at least one of the event sources is a communications system or device.

3. The system of claim 1 , in which at least one of the event sources is a call manager.

4. The system of claim 1 , in which the security zone precludes the use of at least one software tool or program that is otherwise available to the remote independent agent.

5. The system of claim 1 , in which the security zone requires at least an additional authentication step before the remote independent agent is allowed to take a specific action.

6. The system of claim 1 , in which the security zone causes sensitive information to be automatically made inaccessible within a call recording.

7. A system for managing adaptive security zones in customer service operations involving remote independent customer service agents, comprising:

a call manager server adapted at least to receive and control telephony sessions;

a rules engine adapted to receive events from at least the call manager server; and

a security manager coupled to the rules engine via a data network, the security manager being configured to:

(a) receive a notification from the rules engine regarding an event triggering a security rule;

(b) automatically establish a new security zone based at least in part on the contents of the notification, said new security zone extending to at least one remote independent agent of a contact center handling calls from customers seeking products or services from a contact center of an enterprise, wherein the at least one remote independent agent works at an agent station that is outside of boundaries of the enterprise;

(e) determine one or more components and the at least one remote independent agent affected by the new security zone; and

(d) notify each affected component and the at least one remote independent agent of one or more security rules to be enforced by the component to facilitate the establishment of the new security zone.

8. A computer implemented method for adaptively managing security zones in complex business operations, comprising the steps of:

(a) receiving an event pertaining to a business operation;

(b) determining if any rules are triggered by the received event;

(c) determining if any triggered rules pertain to security;

(d) establishing a new security zone based at least in part on the identity and contents of a triggered security-related rule, said new security zone extending to at least one remote independent agent of a contact center handling calls from customers seeking products or services from a contact center of an enterprise, wherein the at least one remote independent agent works at an agent station that is outside of boundaries of the enterprise;

(e) determining one or more components and the at least one remote independent agent affected by the new security zone; and

(f) notifying each affected component and the at least one remote independent agent of one or more security rules to be enforced by the component to facilitate the establishment of the new security zone.

9. The method of claim 8 , in which the complex business operation is a customer service operation.

10. The method of claim 8 , in which the event is generated by a communications server or device.

11. The method of claim 9 , in which the event is generated by a call manager.

12. The method of claim 8 , in which the security zone precludes the use of at least one software tool or program that is otherwise available to the remote independent agent.

13. The method of claim 8 , in which the security zone requires at least an additional authentication step before the remote independent agent is allowed to take a specific action.

14. The method of claim 8 , in which the security zone causes sensitive information to be automatically made inaccessible within a call recording.

15. The system of claim 1 , wherein the at least one remote independent agent is an agent working from home.

16. The system of claim 1 , wherein the at least one remote independent agent is an employee of an outsourcer that provides contact center services on behalf of the enterprise.

Assignments (11)