System and method to authenticate contact center agents by a reverse authentication procedure
AssigneeAvaya Inc.
InventorsParag Mulay, Satyam Lad, Sambhaji Gayake
Life of this patent
Estimating the term…
Abstract
An authentication system to validate the authenticity of call center agents by using a reverse authentication procedure. The authentication system includes a verification module that verifies the authenticity of agents calling from the call center. The verification module retrieves reference answers in response to the user-provided query questions from a media server. The media server may be located inside the enterprise network. These reference questions and their corresponding reference answers are provided by users when registering with the enterprise network.
Claims18
A computer-implemented method to verify authenticity of a resource placing a call from an entity associated with an enterprise network to a registered user of the enterprise network, the method comprising:
- receiving, by a server associated with the enterprise network, following receipt of the call by the registered user, a question from the registered user;
- matching, by the server, the question to one of a plurality of security questions to produce a matched question;
- fetching, by the server, a reference answer corresponding to the matched question;
- providing, by the server, to the registered user, the reference answer corresponding to the matched question, wherein the question from the registered user, the plurality of security questions, and the reference answer are kept secret from the resource;
- after the reference answer is provided to the registered user, receiving, by the server, a notification of acceptance of the call from the registered user;
- and
- following receipt of the notification of acceptance, starting, by the server, a communication session between the registered user and the resource.
A system to verify authenticity of a resource placing a call from an entity associated with an enterprise network to a registered user of the enterprise network, the system comprising:
- a server comprising a processor, wherein the server is associated with the enterprise network;
- and
- a storage device, in communication with the processor, storing executable instructions, wherein the processor when executing the executable instructions:
- following receipt of the call by the registered user, receives a question from the registered user;
- matches the question to one of a plurality of security questions to produce a matched question;
- fetches a reference answer corresponding to the matched question;
- provides, to the registered user, the reference answer corresponding to the matched question, wherein the question from the registered user, the plurality of security questions, and the reference answer are kept secret from the resource;
- after the reference answer is provided to the registered user, receives a notification of acceptance of the call from the registered user;
- and
- following receipt of the notification of acceptance, starts a communication session between the registered user and the resource.
Dependencies are inferred from the claim text.