Secure transmission of sensitive data during call processing
Apparatus for the transfer of sensitive information between two parties facilitated by an intermediary, the apparatus adapted to: receive from the first party voice signals and data signals; determine a parameter relating to an estimate of the time required for sensitive information to be determined from the data signals received from the first party; transmit to the intermediary the received voice signals and the parameter; determine sensitive information from the received data signals; and transmit the sensitive information to the second party. A corresponding method is also provided.
1. Apparatus for the transfer of sensitive information between two parties facilitated by an intermediary, the apparatus adapted to:
receive from the first party voice signals and data signals;
determine an estimate of the time required for sensitive information to be determined from the data signals received from the first party;
transmit to the intermediary the received voice signals and the estimate;
determine sensitive information from the received data signals; and
transmit the sensitive information to the second party,
wherein the apparatus is adapted to, based on a comparison between the estimate and an elapsed time, trigger an alarm to the intermediary.
2. Apparatus according to claim 1 , wherein the apparatus is further adapted to determine the estimate before receipt from the first party of data signals from which sensitive information is to be determined.
3. Apparatus according to claim 2 , wherein the data signals comprise a first set of data signals and a second set of data signals, the second set of data signals comprising sensitive information, and wherein the apparatus is further adapted to determine the estimate in dependence on the first set of data signals.
4. Apparatus according to claim 1 , wherein the apparatus is further adapted to determine the estimate in dependence on a characteristic of the data signals received from the first party,
wherein the characteristic is the rate at which the data signals are received from the first party,
wherein the apparatus is further adapted to determine a revised estimate in dependence on data signals received from the first party and to transmit the revised estimate to the intermediary.
5. Apparatus according to claim 1 , wherein the apparatus is further adapted to determine the estimate in dependence on historical data relating to at least one of:
data signals received from the first party,
wherein the apparatus is further adapted to trigger an alert in the event characteristics of the data signals received from the first party differ from historical characteristics of data signals received from the first party, and
data signals received from a plurality of parties other than the first party.
6. Apparatus according to claim 1 , wherein the apparatus is further adapted to determine the estimate from a property of the first party, wherein the property comprises at least one geography, age, time of day and device used for input of the data signals.
7. Apparatus according to claim 1 , wherein the apparatus is further adapted to at least one of:
transmit to the intermediary at least some voice signals received from the first party while receiving data signals from the first party;
block from the intermediary at least some voice signals received from the first party while receiving data signals from the first party; and
operate in a secure mode during which sensitive information received from the first party is blocked from transmission to the intermediary,
wherein the apparatus is further adapted to trigger an alert in dependence on the transition to operating in the secure mode, and
wherein the apparatus is further adapted to determine the estimate in dependence on the time the apparatus is placed in the secure mode.
8. Apparatus according to claim 1 , wherein the apparatus is further adapted to provide an indicator to the intermediary in dependence on the estimate.
9. Apparatus according to claim 1 , wherein the data signals received from the first party comprise audio tones, including DTMF tones.
10. Apparatus according to claim 1 , wherein at least one of:
the first party is a caller to a contact center;
the second party is an external entity such as a payment provider; and
the intermediary is an agent at a contact center.
11. A method of transferring sensitive information between two parties facilitated by an intermediary, the method comprising:
receiving from the first party voice signals and data signals;
determining an estimate of the time required for sensitive information to be determined from the data signals received from the first party;
transmitting to the intermediary the received voice signals and the estimate;
determining sensitive information from the received data signals; and
transmitting the sensitive information to the second party,
further comprising the step of triggering an alarm to the intermediary based on a comparison between the estimate and an elapsed time.
12. A method according to claim 11 , wherein the method further comprises determining the estimate before receipt from the first party of data signals from which sensitive information is to be determined.
13. A method according to claim 12 , wherein the data signals comprise a first set of data signals and a second set of data signals, the second set of data signals comprising sensitive information, and the method further comprises determining the estimate in dependence on the first set of data signals.
14. A method according to claim 11 , wherein the method further comprises determining the estimate in dependence on a characteristic of the data signals received from the first party,
wherein the characteristic is the rate at which the data signals are received from the first party, and
wherein the method further comprises determining a revised estimate in dependence on data signals received from the first party and transmitting the revised estimate to the intermediary.
15. A method according to claim 11 , wherein the method further comprises determining the estimate in dependence on historical data relating to at least one of:
data signals received from the first party,
wherein the method further comprises triggering an alert in the event characteristics of the data signals received from the first party differ from historical characteristics of data signals received from the first party; and
data signals received from a plurality of parties other than the first party.
16. A method according to claim 11 , wherein the method further comprises determining the estimate from a property of the first party, wherein the property comprises at least one of: geography, age, time of day and device used for input of the data signals.
17. A method according to claim 11 , wherein the method further comprises at least one of:
transmitting to the intermediary at least some voice signals received from the first party while receiving data signals from the first party;
blocking from the intermediary at least some voice signals received from the first party while receiving data signals from the first party; and
operating in a secure mode during which sensitive information received from the first party is blocked from transmission to the intermediary,
wherein the method further comprises triggering an alert in dependence on the transition to operating in the secure mode, and
wherein the method further comprises determining the estimate in dependence on the transition to operating in the secure mode.
18. A method according to claim 11 , wherein the method further comprises providing an indicator to the intermediary in dependence on the estimate.
19. A method according to claim 11 , wherein the data signals received from the first party comprise audio tones, including DTMF tones.
20. A method according to claim 11 , wherein at least one of:
the first party is a caller to a contact center;
the second party is an external entity such as a payment provider; and
the intermediary is an agent at a contact center.