Restricting media access by contact center agents during a user verification process

A non-transitory computer readable medium storing instructions operable to cause one or more processors of a conferencing server to perform operations comprising:

• enabling a contact center engagement between a device of a contact center agent and a device of a contact center user;
• restricting access by the device of the contact center agent to a first type of media from the device of the contact center user based on a request prompted to the contact center user during the contact center engagement, wherein the device of the contact center agent continues to have access to a second type of media from the device of the contact center user while access to the first type of media is restricted, wherein the first type being video data and the second type being audio data, and wherein restricting the access by the device of the contact center agent to the first type of media from the device of the contact center user comprises:
• determining that the request prompted to the contact center user involves obtaining visual information using a camera of the device of the contact center user;
• continuing a flow of a second stream of the second type of media between the device of the contact center agent and the device of the contact center user;
• receiving a first stream of the first type of media from the device of the contact center user;
• processing, to obtain a processed first stream, the first stream by selectively blurring or greying only the visual information in the first stream while transmitting portions that do not depict the visual information without blurring or greying out, wherein the processing is performed during the contact center engagement to prevent the contact center agent from viewing the visual information;
• and
• transmitting the processed first stream to the device of the contact center agent;
• and
• reenabling the access based on a verification of information obtained from the device of the contact center user responsive to the request.

An apparatus, comprising:

• a memory;
• and
• a processor configured to execute instructions stored in the memory to:
• enable a contact center engagement between a device of a contact center agent and a device of a contact center user;
• restrict access by the device of the contact center agent to a first type of media from the device of the contact center user based on a request prompted to the contact center user during the contact center engagement, wherein the device of the contact center agent continues to have access to a second type of media from the device of the contact center user while access to the first type of media is restricted, wherein the first type being video data and the second type being audio data, and wherein to restrict the access by the device of the contact center agent to the first type of media from the device of the contact center user comprises to:
• determine that the request prompted to the contact center user involves obtaining visual information using a camera of the device of the contact center user;
• continue a flow of a second stream of the second type of media between the device of the contact center agent and the device of the contact center user;
• receive a first stream of the first type of media from the device of the contact center user;
• process, to obtain a processed first stream, the first stream by selectively blurring or greying only the visual information in the first stream while transmitting portions that do not depict the visual information without blurring or greying out, wherein the processing is performed during the contact center engagement to prevent the contact center agent from viewing the visual information;
• and
• transmit the processed first stream to the device of the contact center agent;
• and
• reenable the access based on a verification of information obtained from the device of the contact center user responsive to the request.