Patent ID: 7853800

Claim:
A method for retrieving and playing back a secure, captured data in a customer center, comprising the steps of: transmitting a request by a playback component at a customer center to retrieve stored, encrypted data from a recording subsystem, the request to retrieve an electronic key for decrypting the data including a key identification associated with the electronic key and a unique identifier associated with the stored encrypted data in accordance with a context; establishing a secure communication between the playback component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the playback component from the recording subsystem; transmitting a request to the recording subsystem to retrieve the electronic key for decrypting the stored, encrypted data; receiving the electronic key by the playback component from the recording subsystem, wherein the electronic key is received electronically via a network, further wherein the electronic key was retrieved by the recording subsystem from a cache operative to receive the request to retrieve the electronic key for decrypting the data; decrypting the stored, encrypted data associated with the unique identifier using the electronic key, wherein other stored, encrypted data not associated with the unique identifier remain encrypted; and playing back the decrypted data.