Caller authentication
AssigneeAvaya Inc.
InventorsMichael Krack, Jeffrey Wong, Wayne Wong, Jai Pugalia
Life of this patent
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Abstract
In order to authenticate a caller, a callee generates a code, such as, an alphanumeric code that is sent to a code manager via an electronic communication channel. The generated code is for authenticating a caller in a communication session to be made by the caller to the callee. The code manager stores the code in a memory. After the communication session has been initiated from the caller to the callee and then established, the code is sent to the callee so the callee can verify the caller is authentic.
Claims33
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A communication system for authenticating a caller to a callee the system comprising:
- a processor;
- and
- a memory, coupled to the processor, that stores a callee generated code and a code manager that causes the processor to receive the callee generated code via an electronic communication channel, wherein the callee generated code authenticates the caller in a first communication session to be made from the caller to the callee, and to send, during the first communication session, the callee generated code to a communication device of the callee to authenticate the caller to the callee.
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A method for authenticating an agent of a contact center to a callee comprising:
- receiving, by a processor, a callee generated code via an electronic communication channel during a first communication session between a communication device of the callee and the contact center;
- in response to receiving the callee generated code, storing, by the processor, the callee generated code in a memory in association with the callee or the callee communication device;
- initiating, by the processor, a later second communication session between a communication device of an agent of the contact center and the callee communication device;
- and
- sending, by the processor during the second communication session, the callee generated code to the callee communication device to authenticate the contact center agent to the callee.
A contact center comprising:
- a processor;
- a communication module, coupled with the processor, to manage a communication session between an agent communication device and a called communication device;
- and
- a memory, coupled with the processor, to store a callee generated code in association with a callee, wherein the processor receives the callee generated code via an electronic communication channel during a first communication session between a communication device of the callee and the contact center;
- initiates, by the communication module, a later second communication session between a communication device of an agent of the contact center and the callee communication device;
- and sends, by the communication module during the second communication session, the callee generated code to the callee communication device to authenticate the contact center agent to the callee.
Dependencies are inferred from the claim text.