Call authentication service systems and methods
A system for authenticating the calling device used to place a call to an enterprise call center. The system uses a premise component, a cloud-based Call Authentication Service (CAS), and orchestration between these two components. The premise component includes a number of sub-components including servers and probes. The CAS includes a Decision Engine that utilizes a number and variety of authentication plugins. The disclosed system may be used independently or as part of a multi-factor authentication strategy with other techniques such as reduced Knowledge-Based Authentication or voice biometrics.
1. A method for authenticating calls, the method comprising the steps of:
a) providing a premise component, the premise component comprising:
1) a Session Initiation Protocol (SIP)/Real-Time Protocol (RTP) probe; and
2) a mediation server;
b) providing a Call Authentication Service (CAS), the CAS comprising:
1) a Representational State Transfer (REST) Application Programming Interface (API);
2) a plurality of Quality Authentication Service (QAS) parameters; and
3) a decision engine comprising a plurality of authentication plug-ins;
c) receiving, at the premise component, a call from a calling device;
d) transmitting, by the premise component, information about the call to the CAS over the REST API;
e) submitting, by the premise component, at least one query to the CAS;
f) determining, by the decision engine, and based at least in part on one or more of the plurality of QAS parameters, which of the plurality of authentication plugins are necessary for making an authentication determination;
g) generating, by the CAS, an authentication result;
h) transmitting, by the CAS, the authentication result to the premise component; and
i) transmitting, by the premise component, the authentication result to an Interactive Voice Response (IVR) system or an agent.
2. The method of claim 1 , wherein the premise component further comprises an E.164 Number to Uniform Resource Identifier Mapping (ENUM) server.
3. The method of claim 2 , wherein the ENUM server is configured to utilize the authentication result for call control actions, wherein the call control actions include rerouting the call and termination of the call.
4. The method of claim 1 , wherein the authentication result is in at least one class, wherein the at least one class includes a cheapest result, a fastest result, a best value result, and a best result.
5. The method of claim 1 , wherein the at least one query is submitted to the CAS before the call is connected.
6. The method of claim 1 , wherein the at least one query is submitted while the call is connected.
7. A system for authenticating calls, the system comprising:
a) a premise component configured to receive a call from a calling device, the premise component comprising:
1) a Session Initiation Protocol (SIP)/Real-Time Protocol (RTP) probe; and
2) a mediation server; and
b) a Call Authentication Service (CAS), the CAS comprising:
1) a Representational State Transfer (REST) Application Programming Interface (API);
2) a plurality of Quality Authentication Service (QAS) parameters; and
3) a decision engine comprising a plurality of authentication plugins;
c) the premise component being further configured to:
1) transmit information about the call to the CAS over the REST API; and
2) submit at least one query to the CAS;
d) the CAS being configured to:
1) receive information about the call from the premise component;
2) determine, via the decision engine, which of the plurality of authentication plugins are necessary for making an authentication decision, the determination being based at least in part on one or more of the plurality of QAS parameters;
3) generate the authentication decision; and
4) transmit the authentication decision to the premise component; and
e) the premise component being further configured to transmit the authentication decision to an Interactive Voice Response (IVR) system or an agent.
8. The system of claim 7 , wherein the premise component further comprises an ENUM server.
9. The system of claim 8 , wherein the ENUM server is configured to utilize the authentication decision for call control actions, wherein the call control actions include rerouting the call and termination of the call.
10. The system of claim 7 , wherein the authentication decision is in at least one class, wherein the at least one class includes a cheapest result, a fast result, a best value result, and a best result.
11. The system of claim 7 , wherein the at least one query is submitted to the CAS before the call is connected.
12. The system of claim 7 , wherein the at least one query is submitted to the CAS while the call is connected.