Signal detection and blocking for voice processing equipment
A telephone call processor for processing telephone calls comprising voice signals and data signals, the call processor comprising a first telephone interface and a second telephone interface, the call processor being operable in a first mode and in a second mode. In the first mode, the call processor is adapted to receive voice signals and data signals at the first telephone interface and to transmit voice signals and data signals via the second telephone interface. In the second mode, the call processor is adapted to receive voice signals and data signals at the first telephone interface, to block data signals from being transmitted via the second telephone interface and optionally to transmit voice signals via the second telephone interface.
1. An apparatus for processing sensitive information, the sensitive information provided via a call processor by a caller assisted by an agent, the apparatus comprising an agent computer adapted to:
receive data signals comprising sensitive information from the call processor;
extract the sensitive information from the data signals;
transmit the sensitive information to an application server adapted to conduct a transaction with an external entity using the sensitive information; and
indicate to the agent that the sensitive information has been received and/or transmitted without revealing the sensitive information to the agent.
2. The apparatus of claim 1 , wherein the apparatus is adapted to indicate to the agent via a visual indicator comprising one or more of: a progress indicator, a completion indicator, the sensitive information in masked form.
3. The apparatus of claim 1 , wherein the apparatus is adapted to enable the agent to transfer the sensitive data between a first application and a second application without becoming privy to the sensitive data.
4. The apparatus of claim 1 , wherein sensitive information comprises payment, identification or other personal data.
5. The apparatus of claim 1 , wherein the call processor is adapted to receive from a caller voice signals and data signals and to selectively transmit the voice signals and data signals such that data signals comprising sensitive information are transmitted to the apparatus and prevented from reaching the agent.
6. The apparatus of claim 1 , wherein the agent is located at a call or contact center.
7. The apparatus of claim 6 , wherein the apparatus comprises an agent computer running middleware software adapted to interact with the agent via a web page or application.
8. The apparatus of claim 7 , wherein the apparatus and/or middleware software is adapted to be controlled remotely.
9. The apparatus of claim 1 , wherein the transfer of the sensitive data between the first application and the second application is by means of a cut-and-paste operation between first and second application interfaces.
10. A method of processing sensitive information, the sensitive information provided by a caller via a call processor assisted by an agent, the method comprising:
receiving data signals comprising sensitive information from the call processor;
extracting the sensitive information from the data signals;
transmitting the sensitive information to an application server adapted to conduct a transaction with an external entity using the sensitive information; and
indicating to the agent that the sensitive information has been received and/or transmitted without revealing the sensitive information to the agent.
11. The method of claim 10 , further comprising indicating to the agent via a visual indicator comprising one or more of: a progress indicator, a completion indicator, the sensitive information in masked form.
12. The method of claim 10 , further comprising enabling the agent to manipulate the sensitive data between a first application and a second application without becoming privy to the sensitive data.
13. The method of claim 12 , wherein the transfer of the sensitive data between the first application and the second application is by means of a cut-and-paste operation between first and second application interfaces.
14. The method of claim 10 , wherein the sensitive information comprises payment, identification or other personal data.
15. The method of claim 10 , further comprising receiving from a caller voice signals and data signals and selectively transmitting the voice signals and data signals such that data signals comprising sensitive information are transmitted to the apparatus and prevented from reaching the agent.
16. The method of claim 10 , wherein the agent is located at a call or contact center.
17. The method of claim 16 , performed on an agent computer running middleware software adapted to interact with the agent via a web page or application.
18. The method of claim 17 , further comprising remotely controlling the middleware software.
19. An agent computer adapted for use with the system of claim 18 .
20. A system for processing sensitive information, the sensitive information provided by a caller assisted by an agent, the system comprising a call processor, an agent computer and an application server, wherein:
the call processor is adapted to receive from the caller voice signals and data signals and to selectively transmit the voice signals and data signals such that data signals comprising sensitive information are transmitted to the agent computer and prevented from reaching the agent;
the agent computer is adapted to receive data signals comprising sensitive information from the call processor, extract the sensitive information from the data signals; transmit the sensitive information to an application server; and indicate to the agent that the sensitive information has been received and/or transmitted without revealing the sensitive information to the agent; and
the application server is adapted to conduct a transaction with an external entity using the sensitive information.
21. A method of processing sensitive information, the sensitive information provided by a caller assisted by an agent, the method comprising:
receiving at a call processor voice signals and data signals from the caller and selectively transmitting the voice signals and the data signals such that data signals comprising sensitive information are transmitted to an agent computer and prevented from reaching the agent;
extracting the sensitive information from the data signals;
transmitting the sensitive information to an application server;
indicating to the agent that the sensitive information has been received and/or transmitted without revealing the sensitive information to the agent; and
conducting a transaction via the application server interacting with an external entity using the sensitive information.