Systems and methods to securely collect data over a telephone
AssigneeKombea Corporation
InventorsRonnie D. Johansen, Kolby M. Olsen
Life of this patent
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Abstract
A computer-implemented method to securely collect data over a telephone is described. Telephone communications between a customer and a customer service representative are monitored. At least one tone from a telephone keypad of the customer is detected. The at least one tone represents sensitive data for the customer. An audio output channel directed to the customer service representative is prevented from outputting a detectable tone from the telephone keypad of the customer. An indicator is provided to the customer service representative when detection of the at least one tone occurs.
Claims20
A computer-implemented method to securely collect data over a telephone, comprising:
- monitoring, via a multi-channel audio patch device, telephone communications between a customer and a customer service representative;
- detecting at least one tone from a telephone keypad of the customer, wherein the at least one tone represents sensitive data for the customer;
- receiving, from a computing device connected to the multi-channel audio patch device, a cancellation signal;
- upon receiving the cancellation signal, preventing an audio output channel of the multi-channel audio patch device directed to the customer service representative from outputting a detectable tone from the telephone keypad of the customer;
- providing an indicator to the customer service representative when detection of the at least one tone occurs;
- and
- generating an authorization recording that includes a summary of a transaction between the customer and the customer service representative, at least a portion of the authorization recording comprising an audio recording.
A computing device configured to securely collect data over a telephone, comprising:
- a processor;
- memory in electronic communication with the processor;
- instructions being stored in the memory and being executable by the processor to:
- monitor, via a multi-channel audio patch device, telephone communications between a customer and a customer service representative;
- detect at least one tone from a telephone keypad of the customer, wherein the at least one tone represents sensitive data for the customer;
- receive, from a computing device connected to the multi-channel audio patch device, a cancellation signal;
- upon receiving the cancellation signal, prevent an audio output channel of the multi-channel audio patch device directed to the customer service representative from outputting a detectable tone from the telephone keypad of the customer;
- provide an indicator to the customer service representative when detection of the at least one tone occurs;
- and
- generate an authorization recording that includes a summary of a transaction between the customer and the customer service representative, at least a portion of the authorization recording comprising an audio recording.
A computer-program product to securely collect data over a telephone, the computer-program product comprising a computer-readable storage medium device having instructions thereon, the instructions comprising:
- monitor, via a multi-channel audio patch device, telephone communications between a customer and a customer service representative;
- detect at least one tone from a telephone keypad of the customer, wherein the at least one tone represents sensitive data for the customer;
- receive, from a computing device connected to the multi-channel audio patch device, a cancellation signal;
- upon receiving the cancellation signal, prevent an audio output channel of the multi-channel audio patch device directed to the customer service representative from outputting a detectable tone from the telephone keypad of the customer;
- provide an indicator to the customer service representative when detection of the at least one tone occurs;
- and
- generate an authorization recording that includes a summary of a transaction between the customer and the customer service representative, at least a portion of the authorization recording comprising an audio recording.
A multi-channel audio patch device configured to securely collect data over a telephone, comprising:
- a plurality of multiplexers, wherein each multiplexer comprises a plurality of audio input channels and a single audio output channel, the multi-channel audio patch device configured to monitor communications between a customer and a customer service representative;
- a microcontroller connected to a computing device, the microcontroller configured to provide control signals, received from the computing device, for the plurality of audio input channels and the single audio output channel for each of the plurality of multiplexers, wherein the microcontroller cancels the single output of a multiplexer directed to the customer service representative when audio tones from a telephone keypad of the customer are detected;
- and
- wherein one of the plurality of multiplexers is configured to output an authorization recording to the customer that includes a summary of a transaction between the customer and the customer service representative, at least a portion of the authorization recording comprising an audio recording.
Dependencies are inferred from the claim text.