Patent ID: 7714878
Filing Date: 2010-05-11
Classification: H04L,H04N

Abstract:
1. A method for restricting access to call center multimedia information comprising an at least one audio and screen stream, the method comprising: recording a first part of the at least one audio stream and a first part of the at least one screen stream comprising a screen event in a data format structure by a multimedia capture device, to obtain at least one recorded audio stream and at least one recorded screen stream, the at least one audio stream and at least one screen stream representing at least one interaction between a customer and an agent of the call center; automatically marking locations in the at least one recorded audio stream and at least one recorded screen stream, the locations associated with an event, metadata, or content user data; automatically masking at least two second parts of the at least one recorded audio stream and the at least one recorded screen stream, substantially at the locations, the at least two second parts containing a personal detail or a credit card detail or a medical detail of the customer; and presenting to a user the at least one recorded audio stream or the at least one recorded screen stream as masked, wherein said multimedia capture device is selected from the group consisting of: a disk device, a tape device, a DAT device, a telephone, a cellular phone, a satellite phone, a wireless device, a microphone, a RF receiving device, a VOIP device, a facsimile machine, a computing device in which a session of data communications occurs, and any combination thereof.