On-demand secure data entry for representative-assisted transactions
An on-demand secure data entry system and method for representative-assisted transactions that allows for a representative to be present on a call during the entry of private information to assist the customer while still preventing exposure of the private information to the representative. The system and method involve placing an existing call between a representative and customer on hold, creating a secure call “secure call platform,” placing and parking separate calls secured by the secure call platform from the system to the representative and from the system to the customer, transferring the held call to the secure call platform, bridging the separate calls such that the representative and customer are connected through the calls secured by the secure call platform, and then masking portions of information received on the customer-to-system call from information transmitted to the representative-to-system call.
1. A system for on-demand secure data entry for representative-assisted calls, comprising:
a computer system comprising a memory, a processor, and a non-volatile data storage device;
a messaging broker operating on the computer system, the messaging broker comprising a first plurality of programming instructions stored in the memory which, when operating on the processor, causes the computer system to coordinate the operation of a plurality of microservices via messaging, each of the microservices comprising a cloud-based service providing telephony functionality, and wherein the plurality of microservices comprises:
a session worker microservice providing the following telephony functionality:
during an unsecured call between a customer and merchant representative via a telephony system of the merchant's telecommunications carrier occurring in non-call center environments controlled by the merchant, receive a request to establish a secured, connected call wherein the customer and the merchant representative remain in voice communication with one another while payment information provided by customer is masked from the merchant representative; and
instruct a dual-tone multi-frequency (DTMF) secure call platform to establish the secured, connected call via a series of API calls to third-party control features of the telephony system of the merchant's telecommunications carrier; and
the dual-tone multi-frequency (DTMF) secure call microservice, the DTMF secure call microservice providing the following telephony functionality:
receive the instructions to establish the secured, connected call and the phone number allocation from the session worker;
via a series of API calls to the telephony system of the merchant's telecommunications carrier, instruct the telephony system to:
park or hold the customer-to-representative call;
place a representative-to-system call to a dialed number identification service (DNIS) phone number through the softswitch;
transfer the held customer-to-representative call to the DNIS phone number to connect the customer-to-system; and
connect the representative-to-system call and the customer-to-system call via the phone number;
secure the representative-to-system call after receipt of validation of the system-to-representative call using a first DTMF secure call space;
secure the customer-to-system call after receipt of validation of the system-to-customer call using a second DTMF secure call space;
receive one or more dual-tone multi-frequency (DTMF) tones representing digits from zero to nine from the customer-to-system call; and
using the first DTMF secure call space and second DTMF secure call space, block transmission of the DTMF tones to the representative-to-system call while passing through any other audio from the customer-to-system call to the representative-to-system-call.
2. The system of claim 1 , wherein the DTMF secure call microservice is further configured to:
decrypt the received DTMF tones into the digits they represent;
add the digits to a field; and
transmit the field to a payment worker for processing by a secure payment application.
3. The system of claim 2 , wherein the DTMF secure call microservice is further configured to:
mask one or more of the digits in the field; and
transmit the field with the masked digits to a representative interface via the representative-to-system call.
4. The system of claim 2 , further comprising the representative interface operating on a second computing device which is configured to receive and display the field with the masked digits.
5. The system of claim 2 , further comprising a secure border controller (SBC) microservice operating in the PCI compliant zone wherein the SBC acts as a call gateway securing a payment card industry (PCI) compliant zone.
6. A method for on-demand secure data entry for representative-assisted calls, comprising the steps of:
using a messaging broker operating on a computer system comprising a memory and a processor to coordinate the operation of a plurality of microservices via messaging, each of the microservices comprising a cloud-based service providing telephony functionality, wherein:
the messaging broker is used to instruct a session worker microservice to provide the following telephony functionality:
during an unsecured call between a customer and merchant representative via a telephony system of the merchant's telecommunications carrier, receive a request to establish a secured, connected call wherein the customer and the merchant representative remain in voice communication with one another while payment information provided by customer is masked from the merchant representative; and
instruct a dual-tone multi-frequency (DTMF) secure call platform to establish the secured, connected call via a series of API calls to the telephony system of the merchant's telecommunications carrier; and
the messaging broker is used to instruct the dual-tone multi-frequency (DTMF) secure call microservice, the DTMF secure call microservice to provide the following telephony functionality:
receive the instructions to establish the secured, connected call and the phone number allocation from the session worker;
via a series of API calls to the telephony system of the merchant's telecommunications carrier, instruct the telephony system to:
park or hold the customer-to-representative call;
place a representative-to-system call between a dialed number identification service (DNIS) phone number through the softswitch;
transfer the held customer-to-representative call to the DNIS phone number to connect the customer-to-system; and
connect the representative-to-system call and the customer-to-system call via the phone number;
secure the representative-to-system call after receipt of validation of the representative-to-system call using a first DTMF secure call space;
secure the customer-to-system call after receipt of validation of the customer-to-system call using a second DTMF secure call space;
receive one or more dual-tone multi-frequency (DTMF) tones representing digits from zero to nine from the customer-to-system call; and
using the first DTMF secure call space and second DTMF secure call space, block transmission of the DTMF tones to the representative-to-system call while passing through any other audio from the customer-to-system call to the system-to-representative call.
7. The method of claim 6 , further comprising the step of using the DTMF secure call microservice to:
decrypt the received DTMF tones into the digits they represent;
add the digits to a field; and
transmit the field to a payment worker for processing by a secure payment application.
8. The method of claim 7 , further comprising the step of using the DTMF secure call microservice to:
mask one or more of the digits in the field; and
transmit the field with the masked digits to a representative interface via the representative-to-system call.
9. The method of claim 7 , further comprising the steps of receiving and displaying the field with the masked digits on the representative interface which is operating on a second computing device.
10. The method of claim 7 , further comprising the step of using a secure border controller (SBC) microservice operating in the PCI compliant zone as a call gateway securing payment card industry (PCI) compliant zone.