Granted Patent B1

US 12,353,589 · App. 17/208,952 · Granted Jul 8, 2025

Inventors: Patrick Brown (Parker, CO); James Mitch (Lone Tree, CO); Michael Verlare (Centennial, CO)

Assignee: INTRANEXT SOFTWARE, INC.

G06F21/6245G06Q20/10H04M3/5183H04M2203/6009

Abstract

Claims (50)

1. A method comprising:

establishing a hardware connection between a telephone caller and a call center agent;

then, receiving at a call center a triggering signal indicating that Personally Identifiable Information (PII) data is about to be sent from the telephone caller and wherein the triggering signal does not signal that a physical interruption of the hardware connection should be implemented;

receiving at a call center an input communication originating from the telephone caller and comprising PII data;

in response to the triggering signal, detecting the PII data in the received input communication by analyzing the received input communication;

suppressing at least a portion of the received PII data in response to the detecting the PII data in the received input communication without altering the hardware connection between the telephone caller and the call center agent.

2. The method of claim 1 and further comprising:

maintaining a voice connection between the telephone caller and the call center agent while the PII data is suppressed.

3. The method of claim 1 and further comprising:

conveying a remainder of the input communication to the call center agent or to a computer of the call center agent.

4. The method of claim 1 and further comprising:

determining that the input communication includes PII data before the suppressing of the PII data.

5. The method of claim 4 wherein the determining that the input communication includes PII data comprises:

receiving an input signal that a payment web page has been served to the computer of a call center agent.

6. The method of claim 4 wherein the determining that the input communication includes PII data comprises:

receiving an input signal that the call center agent has activated a payment interface.

7. The method of claim 4 wherein the determining that the input communication includes PII data comprises:

determining that the call center agent is using a cursor in a payment graphical user interface.

8. The method of claim 1 and further comprising:

preventing physical storage of transient PII data before handing off the PII data to an adjunct process.

9. The method of claim 1 wherein suppressing the PII data from the input communication comprises:

suppressing at least a portion of the received PII data without pausing call monitoring of the input communication.

10. The method of claim 1 wherein suppressing the PII data comprises:

removing the PII data from the communication.

11. The method of claim 1 wherein suppressing the PII data comprises:

replacing the PII data with proxy tone data.

12. The method of claim 1 wherein suppressing the PII data comprises:

intercepting and manipulating Voice Over IP (VOIP) packets containing PII data.

13. The method of claim 1 and further comprising:

providing a visual proxy for a PII data number on a computer of the call center agent to indicate an entry of the PII data number by the telephone caller.

14. The method of claim 1 and further comprising:

muting a connection between the telephone caller and the call center agent for a portion of the time that PII data is entered by the telephone caller;

unmuting the connection between the telephone caller and the call center agent for a remaining portion of the time that the PII data is entered by the telephone caller.

15. The method of claim 1 wherein the suppressing of the PII data is implemented without having to hardware-terminate and regenerate the input communication in order to suppress the PII data.

16. An apparatus comprising:

a computer processing unit (CPU),

wherein the CPU is configured to respond to a triggering signal received at a call center indicating that Personally Identifiable Information (PII) data is about to be sent from a telephone caller and wherein the triggering signal does not signal that a physical interruption of a hardware connection between the telephone caller and the call center should be implemented; and

wherein the CPU is coupled with a call center device positioned to receive an input communication containing the PII data and originating from a telephone caller;

wherein the CPU is configured to detect the PII data in the received input communication by analyzing the received input communication;

wherein the CPU is configured to suppress at least a portion of the PII data in response to the detecting of the PII data in the received input communication.

17. The apparatus of claim 16 wherein the CPU is configured to implement code to cause a voice connection between the telephone caller and the call center agent to be maintained while the PII data is suppressed.

18. The apparatus of claim 16 wherein the CPU is configured to implement code to cause the call center device to convey a remainder of the input communication to the call center agent or to the computer of the call center agent.

19. The apparatus of claim 16 wherein the CPU implements code to cause a determination that the input communication includes Personally Identifiable Information (PII) data before the suppressing of the PII data.

20. A method comprising:

receiving at a Personally Identifiable Information Data Suppression server disposed within a physically secure facility in compliance with the Payment Card Industry-Data Security Standard (PCI-DSS) a triggering signal indicating that Personally Identifiable Information (PII) data is about to be sent from a telephone caller and wherein the triggering signal does not signal that a physical interruption of a hardware connection between the telephone caller and a call center should be implemented;

receiving at the call center an input communication originating from the telephone caller and comprising PII data;

in response to the triggering signal, detecting the PII data in the received input communication by analyzing the received input communication;

suppressing at least a portion of the received PII data without requiring a physical interrupt of the input communication;

conveying the PII data to the Personally Identifiable Information Data Suppression server;

conveying the PII data from the Personally Identifiable Information Data Suppression server to a payment gateway.

Continuity (5)

References Cited (69)