Patent SG-11201807895S-A (SG)
Title: Processing sensitive information by a contact centre
Inventor: FORSYTH GEOFF
IPC: H04M3/51
Filed: 2017-03-16
Abstract: INTERNATIONAL APPLICATION PUBLISHED UNDER THE PATENT COOPERATION TREATY (PCT) (19) World Intellectual Property -, Organization MD 1111101110101011111 HO 11111 01E3 1011111110111101110111110 1111 III (43) International Bureau ... .1 j ..... .....1 (10) International Publication Number International Publication Date WO 2017/158359 Al 21 September 2017 (21.09.2017) WIP0 I PCT (51) International Patent Classification: AO, AT, AU, AZ, BA, BB, BG, BH, BN, BR, BW, H04M 3/51 (2006.01) BZ, CA, CH, CL, CN, CO, CR, CU, CZ, DE, DJ, DK, DO, DZ, EC, EE, EG, ES, FI, GB, GD, GE, GH, GM, BY, DM, GT, (21) International Application Number: HN, HR, HU, ID, IL, IN, IR, IS, JP, KE, KG, KH, KN, PCT/GB2017/050719 KP, KR, KW, KZ, LA, LC, LK, LR, LS, LU, LY, MA, (22) International Filing Date: MD, ME, MG, MK, MN, MW, MX, MY, MZ, NA, NG, 16 March 2017 (16.03.2017) NI, NO, NZ, OM, PA, PE, PG, PH, PL, PT, QA, RO, RU, RW, SA, SC, SD, SE, SG, SK, SL, SM, ST, SV, RS, SY, (25) Filing Language: English TH, TJ, TM, TN, TR, TT, TZ, UA, UG, US, UZ, VC, VN, (26) Publication Language: English ZA, ZM, ZW. (30) Priority Data: (84) Designated States (unless otherwise indicated, for every 1604668.2 18 March 2016 (18.03.2016) GB kind of regional protection available): ARIPO (BW, GM, KE, LR, LS, MW, MZ, NA, RW, SD, SL, ST, GH, SZ, (71) Applicant: PCI-PAL (U.K) LIMITED [GB/GB]; 7 TZ, UG, ZM, ZW), Eurasian (AM, AZ, BY, KG, KZ, Gamma Terrace, Ransomes Europark, Ipswich 1P3 9FF TJ, TM), European (AL, AT, BE, BG, CH, CY, CZ, (GB). DK, EE, ES, FI, FR, GB, GR, HR, HU, IE, IS, IT, LT, RU, DE, LU, (72) L The V, MC, MK, MT, NL, NO, PL, PT, RO, RS, SE, SI, 95J SM, TR), OAPI (BF, BJ, CF, CG, CI, CM, GA, GN, SK, GQ, Inventors: FORSYTH, Geoff; 2 Melford Court, Havens, Ransomes Europark, Ipswich Suffolk IP3 (GB). BARHAM, James; 2 Melford Court, The Havens, GW, KM, ML, MR, NE, SN, TD, TG). Ransomes Europark, Ipswich Suffolk 1P3 95J (GB). Published: (74) Agents: SIMONS, Alison et al.; Dummett Copp LLP, 25 — with international search report (Art. 21(3)) The Square, Martlesham Heath, Ipswich Suffolk IP5 3SL with amended claims (Art. 19(1)) (GB). (81) Designated States (unless otherwise indicated, for every kind of national protection available): AE, AG, AL, AM, — = Title: PROCESSING SENSITIVE INFORMATION BY A CONTACT CENTRE = (54) '\"— ,7,:= Route call to al agent Ja d collect on server ectetlbMerall autos aRmanmt eau e 1 m.rte Il Racyme %T Oahl iallr Marl cygtern C:r In Ot ir) M Omar i 11 Fig 1 ....... IN (57) : The invention relates to processing sensitive information by a contact centre. The invention provides a method of 1-1 C processing telephone calls by a call processor comprising the steps of receiving a call from a telephone network at the call processor; ei connecting the call to an agent via the call processor; liaising with a secure data collection server; transferring the call to the secure en. ) data collection server whilst the agent remains connected to the call processor; receiving said call from the secure data collection server and re-connecting the call to the agent via the call processor, the secure data collection server being arranged to remove sens - .,. itive data from the transmitted data such that the agent cannot perceive or record any sensitive data entered.