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. A method performed in a call processor of processing a telephone call, the method comprising:
receiving via a first interface a telephone call, the telephone call comprising voice signals and data signals;
generating an identifier for the telephone call; and
while the call is in progress:
receiving first information signals encoded in the data signals via a first interface and second information signals via a second interface;
associating the identifier with the first and second information signals;
generating a request based on the first and second information signals;
transmitting via a data interface the request to an external entity;
receiving via the data interface a message from the entity to identify success or failure of the request;
matching the received message to the telephone call in dependence on the identifier; and
processing the first and second information signals in dependence on the success or failure of the request.
2. The method according to claim 1 , the method further comprising:
transmitting via the second interface at least some of the voice signals and the data signals with at least some of the data signals modified to prevent all of the transaction information signals being transmitted via the second interface.
3. The method according to claim 2 , further comprising modifying at least some of the data signals by masking or replacing them with other signals.
4. The method according to claim 3 , wherein the data signals comprise audible tones.
5. The method according to claim 4 , wherein the audible tones include dual-tone multi-frequency (DTMF) tones.
6. The method according to claim 2 , further comprising transmitting at least some of the voice signals via the second interface at the same time as receiving at least some of the data signals via the first interface.
7. The method according to claim 6 , further comprising transmitting via the first interface voice signals received via the second interface at the same time as receiving at least some of the data signals via the first interface.
8. The method according to claim 1 , further comprising receiving data signals as part of the telephone call, the data signals being operable to navigate a menu system.
9. The method according to claim 1 , further comprising blocking the first transaction information signals received via the first interface from being transmitted via the second interface.
10. The method according to claim 1 , wherein the telephone call comprises a transaction or the collection of sensitive information.
11. The method according to claim 10 , wherein the sensitive information comprises at least one of: personal information, financial information, or associated information to enable identification of the user.
12. The method according to claim 11 , wherein the personal information comprises at least one of: address data including a postal code or a zip code, a date of birth, a national insurance number, or social security number.
13. The method according to claim 11 , wherein the financial information comprises at least one of: a credit card number, a charge card number, a bank account numbers, or a sort code.
14. The method according to claim 11 , wherein the associated information includes at least one of: a password, or an answer to a security question.
15. An apparatus for processing a telephone call, the apparatus comprising a telephone call processor adapted to receive via a first interface a telephone call comprising voice signals and data signals, the telephone call processor being further adapted:
to generate an identifier for the telephone call; and
while the call is in progress:
to receive first information signals encoded in the data signals via a first interface and second information signals via a second interface;
to associate the identifier with the first and second information signals;
to generate a request based on the first and second information signals;
to transmit via a data interface the request to an external entity;
to receive via the data interface a message from the entity to identify success or failure of the request;
to match the received message to the telephone call in dependence on the identifier; and
to process the first and second information signals in dependence on the success or failure of the request.
16. The apparatus according to claim 15 , further adapted to transmit via the second interface at least some of the voice signals and the data signals and to modify at least some of the data signals to prevent all of the transaction information signals being transmitted via the second interface.
17. The apparatus according to claim 16 , further adapted to modify at least some of the data signals by masking or replacing them by other signals.
18. The apparatus according to claim 17 , wherein the data signals comprise audible tones.
19. The apparatus according to claim 18 , wherein the audible tones include dual-tone multi-frequency (DTMF) tones.
20. The apparatus according to claim 16 , further adapted to transmit at least some of the voice signals via the second interface at the same time as receiving at least some of the data signals via the first interface.
21. The apparatus according to claim 20 , further adapted to transmit via the first interface voice signals received via the second interface at the same time as receiving at least some of the data signals via the first interface.
22. The apparatus according to claim 15 , further adapted to receive data signals as part of the telephone call, the data signals being operable to navigate a menu system.
23. The apparatus according to claim 15 , further adapted to block the first transaction information signals received via the first interface from being transmitted via the second interface.
24. An apparatus for processing a telephone call placed to a call centre, the apparatus comprising a telephone call processor located external to the call centre and adapted to receive via a first interface a telephone call comprising voice signals and data signals, the telephone call processor being further adapted:
to generate an identifier for the telephone call;
to receive information signals encoded in the data signals;
to associate the identifier with the information signals;
to generate a request based on the information signals;
to transmit via a data interface the request to an external entity;
to receive via the data interface a message from the entity to identify success or failure of the request;
to match the received message to the telephone call in dependence on the identifier; and
to process the information signals in dependence on the success or failure of the request.
25. The apparatus according to claim 24 , wherein the telephone call comprises a transaction or the collection of sensitive information.
26. The apparatus according to claim 25 , wherein the sensitive information comprises at least one of: personal information, financial information, or associated information to enable identification of the user.
27. The apparatus according to claim 26 , wherein the personal information comprises at least one of: address data including a postal code or a zip code, a date of birth, a national insurance number, or social security number.
28. The apparatus according to claim 26 , wherein the financial information comprises at least one of: a credit card number, a charge card number, a bank account numbers, or a sort code.
29. The apparatus according to claim 26 , wherein the associated information includes at least one of: a password, or an answer to a security question.