Patent Document

[0001]    The benefit of a Dec. 15, 1999 filing date for Provisional Patent Application Ser. No. 60/170,808 is hereby claimed. 
     
    
     
       FIELD OF THE INVENTION  
         [0002]    This invention relates generally to Internet security. More particularly, this invention relates to the method of attempting to verify the identity of an Internet user.  
         BACKGROUND OF INVENTION  
         [0003]    The internet offers the prospect of expanded, world-wide commerce, e-commerce, with potentially lower cost to purchasers than heretofore possible. However, the lack of direct person-to-person contact has created its own set of problems. Identity theft is a problem threatening the growth of e-commerce.  
           [0004]    E-commerce growth will only occur if there is a trusted and reliable security infrastructure in place. It is imperative that the identity of site visitors be verified before granting them access to any online application that requires trust and security. According to the National Fraud Center, its study of identity theft “led it to the inescapable conclusion that the only realistic broad-based solution to identity theft is through authentication.”  Identity Theft: Authentication As A Solution, page  10,  nationaifaud com.    
           [0005]    In order to “authenticate” an entity, one must:  
           [0006]    1) identify the entity as a “known” entity;  
           [0007]    2) verify that the identity being asserted by the entity is its true identity; and,  
           [0008]    3) provide an audit trail, which memorializes the reasons for trusting the identity of the entity.  
           [0009]    In the physical world, much of the perceived security of systems relies on physical presence. Traditionally, in order to open a bank account, an applicant must physically appear at a bank branch, assert an identity, fill out forms, provide signatures on signature cards, etc. It is customary for the bank to request of the applicant that they provide one or more forms of identification. This is the bank&#39;s way of verifying the applicant&#39;s asserted identity. If the bank accepts, for instance, a driver&#39;s license in accepting as a form of identification, then the bank is actually relying on the processing integrity of the systems of the state agency that issued the driver&#39;s license that the applicant is who he/she has asserted themselves to be.  
           [0010]    The audit trail that the bank maintains includes all of the forms that may have been filled out (including signature cards), copies of important documents (such as the driver&#39;s license), and perhaps a photo taken for identification purposes. This process highlights the reliance that a trusted identification and authentication process has on physical presence.  
           [0011]    In the electronic world, the scenario would be much different. An applicant would appear at the registration web site for the bank, enter information asserting an identity and click a button to continue the process. With this type of registration, the only audit trail the bank would have is that an entity from a certain IP address appeared at the web site and entered certain information. The entity may actually have been an automated device. The IP address that initiated the transaction is most likely a dynamically-assigned address that was issued from a pool of available addresses. In short, the bank really has no assurance of the true identity of the entity that registered for the account.  
           [0012]    To resolve this issue, many providers of electronic commerce sites have begun to rely on mechanisms that do not happen as part of the actual electronic transaction to help provide assurance that the transaction is authentic. These mechanisms are generally referred to as “out-of-band” mechanisms. The most frequently used out-of-band authentication mechanism is sending the end user a piece of mail via the United States Postal Service or other similar delivery services. The piece of mail sent to the end user will contain some piece of information that the site requires the end user to possess before proceeding with the registration.  
           [0013]    By sending something (e.g. . . , a PIN number) through the mail, and then requiring the end user to utilize that piece of information to “continue” on the web site, the provider of the site is relying on the deterrent effects of being forced to receive a piece of mail at a location, including but not limited to, the federal laws that are intended to prevent mail fraud. The primary drawback of using the mail is that it is slow. In addition, there is no audit trail. In this day and age of the Internet, waiting “7-10 days” for a mail package to arrive is not ideal for the consumer or the e-commerce site.  
           [0014]    An authentication factor is anything that can be used to verify that someone is who he or she purports to be. Authentication factors are generally grouped into three general categories: something you know, something you have, and something you are.  
           [0015]    A “something you know” is a piece of information which alone, or taken in combination with other pieces of information, should be known only by the entity in question or those whom the entity in question should trust. Examples are a password, mother&#39;s maiden name, account number, PIN, etc. This type of authentication factor is also referred to as a “shared secret”.  
           [0016]    A shared secret is only effective if it is maintained in a confidential fashion. Unfortunately, shared secrets are often too easy to determine. First, the shared secret is too often derived from information that is relatively broadly available (Social Security Number, account number). Second, it is difficult for a human being to maintain a secret that someone else really wants. If someone really wants information from you, they may go to great lengths to get it, either by asking you or those around you, directly or indirectly, or by determining the information from others that may know it.  
           [0017]    A “something you have” is any physical token which supports the premise of an entity&#39;s identity. Examples are keys, swipe cards, and smart cards. Physical tokens generally require some out-of-band mechanism to actually deliver the token. Usually, some type of physical presence is necessary (e.g., an employee appearing in the human resources office to pick up and sign for keys to the building.)  
           [0018]    Physical tokens provide the added benefit of not being “socially engineer-able”, meaning that without the physical token, any amount of information known to a disreputable party is of no use without the token. A trusted party must issue the token in a trusted manner.  
           [0019]    A “something you are” is some feature of a person that can be measured and used to uniquely identify an individual within a population. Examples are fingerprints, retina patterns, and voiceprints. Biometric capabilities offer the greatest form of identity authentication available. They require some type of physical presence and they are able to depict unique characteristics of a person that are exceedingly difficult to spoof.  
           [0020]    Unfortunately, biometric devices are not yet totally reliable, and the hardware to support biometrics is expensive and not yet broadly deployed. Some biometric technology in use today also relies on an electronic “image” of the biometric to compare against. If this electronic image is ever compromised, then the use of that biometric as identity becomes compromised. This becomes a serious problem based on the limited number of biometrics available today. More importantly, biometrics cannot be utilized to determine an individual&#39;s identity in the first instance.  
           [0021]    A security infrastructure is only as strong as its underlying trust model. For example, a security infrastructure premised upon security credentials can only address the problems of fraud and identity theft if the security credentials are initially distributed to the correct persons.  
           [0022]    First-time registration and the initial issuance of security credentials, therefore, are the crux of any security infrastructure; without a trusted tool for initially verifying identity, a security infrastructure completely fails. The National Fraud Center explicitly noted this problem at page 9 of its report:  
           [0023]    “There are various levels of security used to protect the identities of the [security credential] owners. However, the known security limitation is the process utilized to determine that the person obtaining the [security credential] is truly that person. The only known means of making this determination is through the process of authentication.” 
           [0024]    In any security model, the distribution of security credentials faces the same problem: how to verify a person&#39;s identity over the anonymous Internet. There are three known methods for attempting to verify a site visitor&#39;s identity. The three current methods are summarized below:  
           [0025]    Solution A: an organization requires the physical presence of a user for authentication. While the user is present, a physical biometric could be collected for later use (fingerprint, voice sample, etc.). The problem with the physical presence model is that it is extremely difficult and costly for a company to require that all of its employees, partners, and customers present themselves physically in order to receive an electronic security credential. This model gets more difficult and more expensive as it scales to a large number of users.  
           [0026]    Solution B: a company identifies and authenticates an individual based on a shared secret that the two parties have previously agreed upon. The problem with the shared secret model is that it in itself creates a serious security problem: shared secrets can easily be compromised. Since the shared secret is relatively easy to obtain, this security model suffers from serious fraud rates. Use of an electronic copy of a specific biometric like a thumbprint could be used as a shared secret. But once it is compromised, one cannot reissue a new thumbprint and there is a limited set of others to choose from.  
           [0027]    Solution C: a company relies on communication of a shared secret through the postal service. This process begins when the user registers at a web site and enters uniquely identifying information. A personal identification number (PIN) is then sent to the user at a postal mailing address (assuming the identifying information is correct). The user must receive the PIN in the mail, return to the web site and re-register to enter the PIN. The postal service is used because it is a trusted network; there is some assurance of delivery to the expected party and there are legal implications for breach of the network. A large flaw with this method is the built-in delay of days, even weeks, before the user receives the PIN. This mode of authentication is too slow by today&#39;s business standards; the potential of the Internet to transform the structure of commerce rests firmly on the ability to process transactions rapidly. Too many people simply never finish the process. Moreover, there is a limited audit trail to refer to in the event of a dispute regarding the use of the security credential. A signature (another type of biometric) could be required, but that triples the delay until the PIN is returned. Organizations are seeing large number of potential customers not returning to close a transaction after these delays.  
           [0028]    Table I summarizes characteristics of the known authentication processes.  
                                             TABLE I                                       Authentication Processes                    Physical       Shared           Characteristics   Presence   Mail   Secrets                       Automated           ✓           Easily Scalable       ✓   ✓           Auditable   ✓   ✓           Can use biometrics   ✓           Has legal protections   ✓   ✓           Occurs in real time,           ✓           therefore tends to retain           customers           Deters fraud   ✓   ✓           Protects private data   ✓                      
 
           [0029]    Known solutions do not enable organizations to distribute efficiently and securely electronic security credentials. There continues to be a need for improved authentication or authorizing methods. Preferably such improvements could be realized without creating substantial additional complexity for a visitor to a site. It would also be preferable if such methods did not slow down the pace of the interaction or transaction.  
         SUMMARY OF THE INVENTION  
         [0030]    An automated system uses a publicly available communications network, such as the Public Switched Telephone Network (PSTN), wire line or wireless, to provide a real-time, interactive and largely self-service mechanism to aide in authentication (identity verification) and authorization (acceptance by a verified identity) for electronic transactions. Actions are coordinated between an electronic network (the Internet) and the Public Switched Telephone Network.  
           [0031]    This coordination of an active Internet session with an active PSTN session can be used as a tool for verification. In one embodiment, it can be used to create an audit trait for any individual electronic transaction. These transactions may be, for example, the first-time issuance of an electronic security credential (e.g., passwords, digital certificates, PINs) or the verification of a security credential already issued. Other transactions, without limitation, come within the spirit and scope of the present invention.  
           [0032]    A visitor who has logged onto a site to obtain goods, services, credentials, access or the like, all without limitation, is requested to enter or to specify a telephone number where he/she can be contacted during the current session (multi-line environment), or between segments of the present session (single line environment). Authentication/authorization software can at this time transmit specific confirmation information to the user&#39;s display. This is information available only to the transmitting software and the recipient.  
           [0033]    The authentication/authorization software then places a call, via the public switched telephone network, to the site visitor. The site visitor, on receipt of the call from the software, is requested to key in via phone pad or to read back the confirmation information via the telephone network. If will be understood that the order and timing of the presentation and capture of confirmation information can be varied based on the application.  
           [0034]    This “out of band” confirmation has the advantage that the confirmation information is delivered to the visitor immediately while on-line. In a multi-line environment, the visitor stays on-line and receives an automated phone call, at the identified phone number essentially immediately. The visitor provides immediate confirmation information feedback, to the software.  
           [0035]    In addition to the confirmation information, the software can initiate a voice based exchange, with the user. This exchange can be stored to provide an audit trail. The same audit trail can include the called telephone number, the non-verbal confirmation information and/or any additional transaction related information.  
           [0036]    Once the software has authenticated or authorized the visitor, the visitor can be transferred, with appropriate authorization or access indicia to transaction or access providing software.  
           [0037]    In one embodiment, the coordination of an active Internet session with an active PSTN session implements a method for providing real-time, fully-automated, two-factor authentication of an Internet user. This invention is an improvement over the known process for helping to verify an Internet user&#39;s identity. The invention has benefits, illustrated in Table II, when compared to known processes:  
                                             TABLE II                                       Authentication Processes                    Physical       Shared       Characteristics   Telephone   Presence   Mail   Secrets               Automated   ✓           ✓       Easily Scalable   ✓       ✓   ✓       Auditable   ✓   ✓   ✓       Can use biometrics   ✓   ✓       Has legal protection   ✓   ✓   ✓       Occurs in real time,   ✓           ✓       therefore tends to retain       customers       Deters fraud   ✓   ✓   ✓       Protects private data   ✓   ✓                  
 
           [0038]    The present method is usable in connection with:  
           [0039]    registration and issuance of Electronic Security Credentials (ESC)  
           [0040]    real time authorization of sensitive transactions (e.g., high financial value, age sensitive material, etc.)  
           [0041]    collection of payment information (e.g., credit card information).  
           [0042]    The present system and method meet a significant number of the requirements necessary for effective first-time registration and subsequent maintenance of security credentials: speed, security, scalability and a strong audit trail. In one aspect, an automated, self-service tool to aid in quickly and reliably verifying a person&#39;s identity over the Internet is provided.  
           [0043]    In another aspect, the Public Switched Telephone Network (PSTN) is a factor in authentication. The system contains mechanisms that enable the synchronization of a session established over an electronic network, such as the Internet, with a session established over the Public Switched Telephone Network (a phone call).  
           [0044]    A person&#39;s ability to answer a phone call at their own phone number behaves as a “something you have” rather than a “something you know”. In the case of a telephone number, it is easy for a disreputable party to determine your phone number (as a something you know), but it is far more difficult for the disreputable party to actually gain access to your phone to receive a call on the phone (as a something you have).  
           [0045]    There is no law against knowing your phone number (even if it is unlisted), but there are laws against unauthorized access to the telephone line which your telephone number represents. A criminal&#39;s knowledge of your phone number allows him to call it, but he cannot answer it. The present system requires simultaneous or substantially simultaneous use of the phone and a nearby computer connected to the Internet.  
           [0046]    In addition to using the PSTN as an authentication factor, the use of the PSTN also makes it possible to use a voice recording to create an audit trail. That voice recording could also be used as input for voice biometrics (one&#39;s voiceprint is a “something you are”) as an additional factor of authentication. This would be especially useful if an electronic security credential must be re-issued to a traveling (i.e., away from a known telephone number) subject.  
           [0047]    In another aspect, the system is configured such that a site owner can request any number of voice recordings, keypad entries, and web pages together to create a customized authentication application. A scripting component of the system provides this flexibility within the various applications running on the system.  
           [0048]    The Scripting capability enables a given transaction to be validated in a distinct way. For instance one type of transaction might only require a phone call to be placed and a confirmation number to be entered. Another type of transaction may require four voice recordings along with a keypad entry of the year the site visitor was born.  
           [0049]    In yet another embodiment, a transaction record of an authentication session can be created. The transaction record may include, as exemplary information: site visitor information, the site owner who sent the request, the acceptance recording, the name recording, the IP address of the site visitor, the confirmation number issued and entered, the phone number called, a trusted date/time stamp, and a digital signature of the information.  
           [0050]    The transaction record provides a substantial evidentiary trail that the site visitor was the one who carried out the authenticating/authorizing transaction. This audit trail can also be used to allow the completion of future transactions, in the case of registration, for electronic security credential re-issuance based on voiceprint biometrics, or the human Help Desk equivalent—listening to the audit recording and comparing it to the Site visitor&#39;s voice on the phone.  
           [0051]    This recorded audit trail may be made available to site owners via telephone, or via the Internet (using techniques such as streaming audio or audio file players). The audit trail can also be placed on a server allowing the site owner to retrieve the data at its own discretion.  
           [0052]    It will be understood that communication between a target site and an authentication/authorization service can take place in various ways. In one form, the authentication service can accept a redirect from the target site and take control of the network session with the site visitor. Alternately, the target site can maintain control of the network session with the visitor and communicate with the authentication/authorization service via a separate independent network session.  
           [0053]    Numerous other advantages and features of the present invention will become readily apparent from the following detailed description of the invention and the embodiments thereof, from the claims and from the accompanying drawings in which details of the invention are fully and completely disclosed as part of this specification. 
       
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0054]    [0054]FIG. 1 is a block diagram of a system in accordance with the present invention;  
         [0055]    [0055]FIG. 2 is a diagram which illustrates the steps of a method in accordance with the present invention;  
         [0056]    [0056]FIG. 3 is a block diagram of the system of FIG. 1 for implementing a registration process;  
         [0057]    [0057]FIG. 4 is a copy of a visitor&#39;s screen displayed to initiate a registration process;  
         [0058]    [0058]FIG. 5 is a view of a visitor&#39;s prompt screen for submitting information;  
         [0059]    [0059]FIG. 6 is a view of a visitor&#39;s screen for submitting or selecting a phone number;  
         [0060]    [0060]FIG. 7 is a copy of a visitor&#39;s screen querying the visitor about his/her ability to answer a telephone call simultaneously while connected to the internet;  
         [0061]    [0061]FIG. 8 is a reconfirmation of the information provided on the screen of FIG. 7;  
         [0062]    [0062]FIG. 9 is a copy of a visitor&#39;s screen informing the visitor that an automated call is being placed to him/her while on-line;  
         [0063]    [0063]FIG. 10 is a view of a visitor&#39;s screen prompting the visitor to listen to an audible message presented via telephone;  
         [0064]    [0064]FIG. 11 is a visitor&#39;s screen illustrating a final step of the registration process;  
         [0065]    [0065]FIG. 12 is a visitor&#39;s screen reconfirming that the visitor must disconnect before answering a telephone call;  
         [0066]    [0066]FIG. 13 is a screen which presents confirmation information to the visitor with instructions;  
         [0067]    [0067]FIG. 14 is a visitor&#39;s screen illustrating instructions for proceeding after the telephone call has been concluded;  
         [0068]    [0068]FIG. 15 is a screen requesting that the visitor specify how much time is needed to log off the internet;  
         [0069]    [0069]FIG. 16 is a reconfirmation of the confirmation information previously presented on FIG. 13; and  
         [0070]    [0070]FIG. 17 is a log-off screen prior to the telephone call being placed to the visitor. 
     
    
     DETAILED DESCRIPTION OF THE INVENTION  
       [0071]    While this invention is susceptible of embodiment in many different forms, there are shown in the drawings and will be described herein in detail, specific embodiments thereof with the understanding that the present disclosure is to be considered as an exemplification of the principles of the invention and is not intended to limit the invention to the specific embodiments illustrated.  
         [0072]    [0072]FIG. 1 illustrates a system  10  for carrying out an interactive, authentication/authorization process. In one aspect, system  10  as discussed below can be implemented using a multi-line approach. Alternately, a single line approach can be used.  
         [0073]    The system  10  includes a site visitor&#39;s display  12  and associated local computer  14 . The site visitor V, via a bi-directional communication link  16  can access, forward requests to and receive services from an internet service provider  20 . The internet service provider  20  which would be coupled via bi-directional communication links  22  communicates via an electronic network  26 , which could be the publicly available internet or a private intranet with a target site  30  via a bi-directional communication link  32 .  
         [0074]    In a typical transaction, the visitor V logs onto target site  30  and requests, authorization, authentication or other services alone or in combination from the site  30 . In response to one or more requests from the visitor V, the site  30 , via a bi-directional communication link  34  and the network  26  communicates via another link  36  with an authentication/authorization server  38 .  
         [0075]    Server  38  includes authorization/authentication software in the form of prestored executable instructions P. It also includes data bases D wherein information is stored in connection with prior transactions, or, previously supplied information provided by target site  30 .  
         [0076]    The authentication/authorization server  38  makes it possible to authenticate or authorize the site visitor V in accordance with the present invention. The server  38  receives either from target site  30  or directly from visitor V a telephone number where the visitor V can be called or reached essentially immediately.  
         [0077]    The server  38  includes executable instructions P for implementing either a multi-line environment wherein the visitor V can communicate by telephone simultaneously while being on-line with the server  38  or a single line environment wherein the visitor V must log off so as to receive the telephone called discussed subsequently and then log back on again.  
         [0078]    In a multi-line environment, the server  38  interacts in real time with the visitor V both via the network  26  and via the switched telephone network  44 . In this circumstance, prior to the telephone call, the authentication/authorization software P transmits, via the network  26 , confirmation information. This information appears on the visitor&#39;s display  12 .  
         [0079]    Confirmation information can include alphanumeric sequences of information of a type the visitor V can key in or audibly speak into a telephone  46 . The server  38  then automatically places a telephone call via the network  44  to the phone  46  using the number supplied by the site visitor V.  
         [0080]    The server  38  can, once the visitor V has picked up the telephone  46 , verbally confirm with the visitor V that it is in fact the individual who has logged onto site  30  and that that individual is in fact expecting a call at that telephone. The server  38  then verbally requests the visitor V to key or speak the confirmation information which has just been received on display  12 .  
         [0081]    The server  38  can also request that the visitor V speak into the telephone  46  for purposes of creating one or more stored voice files usable as part of an audit trail.  
         [0082]    Assuming that the appropriate confirmation information has been fed back by the visitor V to the server  38  using the network  44 , the server  38  can direct the visitor V to terminate the telephone call. The server  38  can then compare the received confirmation information to the transmitting confirmation and determine if they are the same. Control of the visitor&#39;s browser can then be returned to target site  30  along with a message confirming the identify of the visitor V or providing authorization information in connection with a transaction based on initial information stored in data base D of server  38 . Either one alone or both of servers  38  and site  30  can be involved in making the authentication/authorization decision. The site  30  then continues the transaction and communicates directly with a visitor V.  
         [0083]    It will be understood that a variety of types of confirmation information can be transmitted via server  38  to the visitor V using the out-of-band transmission link, namely the public switched telephone network  44 . Similarly, a variety of responses by the visitor V to the server  38  can be forwarded to site  30 , if desired, to be used to make the authentication/authorization decision.  
         [0084]    [0084]FIG. 2 illustrates the steps of a process  100  implemented by the system  10 . In a step  102 , the visitor V logs onto target site  30  and in a step  104 , provides preliminary identification information. In a step  106 , the site  30  confirms a telephone number with the visitor V at which the visitor can be immediately reached. The site  30  then redirects the visitor along with the visitor&#39;s phone number to server  38 .  
         [0085]    In a step  108 , server  38  assumes control of the visitor&#39;s browser and inquires of the visitor if a call can be placed at that phone number while the visitor is on-line. In a multi-line environment, where the user answers “yes”, the on-line session continues with the server  38  forwarding a confirmation code via network  26  which is in turn presented on display  12 .  
         [0086]    In a step  110 , the server  38  places a telephone call to the provided phone number via the network  44  which should produce ringing at phone  46  which in turn is picked up by visitor V. The server  38  can then confirm that the visitor V, the call recipient, is expecting the call. The server  38  then requests that the visitor V either speaks or types the confirmation information on display  12 .  
         [0087]    In addition to analyzing the confirmation information fed back via network  44 , the server  38  in a step  112  can request that the visitor V make predetermined voice statements such as reciting his or her name and then reciting an agreement to terms of a proposed transaction.  
         [0088]    Visitors who remain on line during the call can then hang up the telephone and terminate the conversation. Visitors who had to be disconnected for purposes of making the telephone call via the network  44  are reminded to log back onto the site  30  and complete the registration step  104 .  
         [0089]    The server  38  then returns control of the visitor&#39;s browser in a step  114  to site  30 . The site  30  then using its internal software determines whether the visitor V has satisfied the necessary requirements to permit the transaction to continue.  
         [0090]    The following discussion and associated figures illustrate the flow where server  38  assists a credential issuing site  30 ′ in registering visitor V, see FIG. 3.  
         [0091]    In the following scenario, Site Visitor V is an individual who has logged onto web site  30 ′ to apply for the Electronic Security Credential. “ESC” stands for Electronic Security Credential. “SO application” refers to the registration application software that runs at the “Site Owner&#39;s” facility  30 ′.  
         [0092]    In the following tables, numbered steps in the left-most column which contain numbers in BOLD and UNDERLINED refer to interactions on the server  38 ′. The steps that are not in bold refer to interactions that the site visitor V is having on the site owner&#39;s system  30 ′.  
         [0093]    FIGS.  4 - 17  illustrate the associated, exemplary Internet browser screens which are referenced within the Internet Session column of Table 3.  
         [0094]    Two scenarios are represented in Table III and IV. Table III labeled “Immediate Synchronization” refers to a session where the site visitor V has an Internet connection that does not interfere with the previously discussed automated telephone call. Table IV labeled “Delayed Synchronization” refers to the site visitor V using the same telephone line for the internet connection as is to be used for receiving the authentifying telephone call.  
                                 TABLE III                           Immediate Synchronization       Immediate synchronization occurs when the visitor V is using a different       communications link for the internet connection than is being used for the automated call       from the server 38, FIG. 1 or 38′, FIG. 3.            Step   Internet Session   PSTN Session   Comments                1   Site visitor V arrives at a                   prescribed web site 30′ to           initiate the registration           process.           (FIG. 4)        2   Site visitor enters information       Information to be collected will           into the Site Owner&#39;s (SO)       be prescribed by the issuer of           application as prompted by the       the ESC, and for exemplary           web page and submits the       purposes could contain           information,       identifying information such as           (FIG. 5)       name, address, SSN, employee                   number, account number,                   mother&#39;s maiden name, etc.        3   SO application uses       The Site Visitor information           information submitted by Site       collected can be validated,           visitor to query a data store       reviewed for inconsistencies,           and determine if the       and associated with an existing           information provided by the       identity within the SO&#39;s           site visitor identifies an entity       system.           to which an ESC is to be           issued by the system.           (FIG. 5)        4   In one embodiment, the SO           application displays a list of           locations for telephone           numbers maintained in the           data store for the entity just           identified. This list could be           rendered as the location           names, the entire telephone           number, or a masked number           (555-555-***5), and           presented back to the Site           visitor in a web page. The           web page asks the Site visitor           to identify at which of the           listed locations Site visitor can           be reached at this time.           There are several other           alternates from which the           issuer of a credential could           choose. These include:           • Actual phone numbers             may be presented (instead             of   location names)           • The site visitor may be             prompted to enter a phone             number           A combination of location           name and last four digits of           the number may be used to           increase accuracy while           maintaining privacy.           (FIG. 6)        5   Site visitor identifies the       This information is submitted           number of the telephone at       to the Register system, server           which he/she can be reached,       38′. Therefore, after the site           either by selecting a number       visitor selects a number and           or representative location       clicks submit, he/she is           name or by entering the       redirected to the Register server           number. This information is       38′. The site visitor will be           then submitted.       unaware of this transfer           (FIG. 6)       because the web pages will                   look similar to the SO                   application        6   Server 38′ presents a web       This question is presented to           page querying the site visitor       the Site Visitor in order to           about his/her ability to answer       determine if the site visitor can           a call placed to a certain       receive the automated           number while connected to the       telephone call while connected           Internet.       to the Internet. Alternately,           Example question is “Can you       they have to disconnect their           talk on 555-555-***5 while       computer in order to receive a           connected to the Internet?”       telephone call.           (FIG. 7)        7   Server 38′ then presents a web       This web page allows the site           page to the site Visitor which       visitor to confirm that he/she           reconfirms the decision he/she       can receive a telephone call           made on the previous page. If       while they are connected to the           the site visitor answered       Internet. It also allows the site           “YES” to the question above       visitor to go back to the           then the following text would       previous question if the           be displayed.       statement that is presented to           “I can personally answer calls       him/her is incorrect.           placed to 555-555-***5 at the           same time my computer is           connected to the Internet and I           can read information           displayed on my computer&#39;s           screen while using the           telephone”           (FIG. 8)        8   Server 38′ displays a web   Automated telephone call is   At this point, Server 38′ will           page telling the site visitor   placed to the prescribed   employ a state management           that an automated call is being   number that the site visitor has   technique that will enable the           placed to them.   requested.   active internet session to be           The web page also contains a       coordinated with the PSTN           confirmation number or       session (telephone call).           alphanumeric string       Error conditions (busy signal,           (Conformation information)       switchboard, etc.) must be           (FIG. 9)       appropriately handled.                   “Appropriate” handling will be                   dependent upon the                   requirements of the owner of                   the credential. Examples are:                   • If the line is busy, fail                   • If the line is busy,                     retry after pause        9   Same web page is displayed   Once answered, Server 38′ will   The actual content of the           as in step 8.   respond with an identifying   greeting can be controlled by           (FIG. 9)   greeting such as:   site 30′ or Server 38′ or both               “Hello, this is XYZ   without limitation.               Corporation&#39;s automated   The Server 38′ can, as an               telephone call. If you are   option, require a positive action               expecting this call, press   to have the person who               pound. Otherwise please hang-   answered the phone               up.”   acknowledge an identity.                   For the duration of the PSTN                   session, Server 38′ will provide                   the site visitor the ability to                   receive help at any time. If the                   site visitor presses the help key                   (* key on the telephone), the                   system will react per the                   requirements of the site owner.                       10   Same web page is displayed   Server 38′ will instruct the site   Once the site visitor has           as in step 8.   visitor to enter the   entered the confirmation           (FIG. 9)   confirmation number from the   number from the web page into               web page into the telephone:   the telephone. The Server 38′               “Please enter the confirmation   expects that whoever is using               number displayed on your   the web browser is the same               computer screen using your   person who is on the telephone               telephone keypad, then press   call.               pound.”   The Server 38′ will allow the               site visitor to retry the                   confirmation number many                   times. The site owner                   determines how many times it                   will allow the site visitor to                   enter the confirmation number.       11   When the site visitor presses   Server 38′ will instruct the site   The Server 38′ will make a           the pound key, the web page   visitor to record his/her name:   name recording for audit trail           changes and has the following   “For audit purposes we need to   information.           text:   record your name. After the   The owner of site 30′ can           “Please listen carefully to the   tone, please say your full   determine what information           telephone voice prompts   name, then press pound.”   should be recorded from the           (FIG. 10)       site visitor V. The Server 38′                   will allow many recordings or                   no recordings as requested by                   the site owner. A scripting                   feature provides such                   flexibility.                   The Server 38′ has                   mechanisms that ensure that the                   recordings are of good quality.                   The Server 38′ is able to detect                   if a voice is loud enough and                   long enough to get an accurate                   recording.                   The Server 38′ can use these                   recordings by applying voice                   biometrics to them for                   subsequent authentications       12   The same web page as step 11   Server 38′ will instruct the site   Again, this recording is           (FIG. 10)   visitor to record his/her   intended to be used as an audit               acceptance of the terms an   trail mechanism.               conditions:   The owner of site 30′ can               “XYZ Corporation now needs   determine if it would like this               to record your acceptance of   voice recording or any               the terms and conditions from   additional recordings.               its web site. After the tone,   The owner of site 30′ decides if               please say ‘I accept the   the Server 38′ should use               conditions’, then press pound.”   speech recognition to verify                   proper acceptance or use                   number entry (e.g. “Press 1 if                   you accept, 2 if you do not”) as                   an alternative.       13   The site visitor is redirected   The Server 38′ reads an   After the site visitor has           back to the site 30′ application   acknowledgement of success to   finished the process prescribed           (FIG. 10)   the site visitor:   by the owner of site 30′, he/she               “Congratulations, you have   will be redirected back to the               completed your   owner of site 30′ application,               authentification. Your new   thus allowing the owner of site               userid and password are   30′ to distribute the ESC.               displayed on your computer               screen. Good-bye.       14   The site owner will display on       The site owner will distribute           its system the next web page       the ESC that the site visitor was           in its process. It could       initially seeking when he/she           potentially give the site       came to the SO application in           visitor:       step 1.           -userid and password           -digital certificate           -personal identification           number           -an e-mail to an e-mail box           (FIG. 11)                  
 
         [0095]    [0095]                                 TABLE IV                           Delayed Synchronization       The delayed synchronization scenario occurs when the site visitor V is using the       same telephone line for his/her Internet connection as he/she is using to receive the       automated telephone call, thus forcing the site visitor to temporarily disconnect from the Internet.            Step   Internet Session   PSTN Session   Comments                1   Site visitor arrives at a                   prescribed web site to initiate           the registration process.           (FIG. 4)        2   Site visitor enters information       Information to be collected will           into the Site Owner&#39;s       be prescribed by the issuer of           application as prompted by the       the ESC, and could contain           web page and submits the       identifying information such as           information.       name, address, SSN, employee           (FIG. 5)       number, account number,                   mother&#39;s maiden name, etc.        3   SO application uses       The Site Visitor information           information submitted by Site       collected can be validated,           visitor to query a data store       reviewed for inconsistencies,           and determine if the       and associated with an existing           information provided by the       identity within the SO&#39;s           site visitor identifies an entity       system.           to which an ESC is to be           issued by the system.           (FIG. 5)        4   In one embodiment, the SO           application displays a list of           locations for telephone           numbers maintained in the           data store for the entity just           identified. This list could be           rendered as the location           names, the entire telephone           number, or a masked number           (555-555-***5), and           presented back to the Site           visitor in a web page. The           web page asks the Site visitor           to identify at which of the           listed locations Site visitor can           be reached at this time.           There are several other           alternates from which the           issuer of a credential could           choose. These include:           • Actual phone numbers             may be presented (instead             of location names)           • The site visitor may be             prompted to enter a phone             number           A combination of location           name and last four digits of           the number may be used to           increase accuracy while           maintaining privacy.           (FIG. 6)        5   Site visitor identifies the       IMPORTANT           number of the telephone at       This information is submitted           which he/she can be reached,       to the system. Therefore, after           either by selecting a number       the site visitor selects a number           or representative location       and clicks submit, he/she is           name or by entering the       redirected to the Server 38′.           number. This information is       The site visitor will be unaware           then submitted.       of this because the web pages           (FIG. 6)       will look similar to the SO                   application        6   Server 38′ presents a web       This question is presented to           page querying the site visitor       the Site Visitor in order to           about his/her ability to answer       determine if the site visitor can           a call placed to a certain       receive the automated           number while connected to the       telephone call while connected           Internet.       to the Internet. Alternately,           Example question is “Can you       he/she have to disconnect their           talk on 555-555-***5 while       computer in order to receive a           connected to the Internet?”       telephone call.           (FIG. 7)        7   Server 38′ then presents a web       This web page allows the site           page to the site visitor which       visitor to confirm that he/she           reconfirms the decision he/she       must disconnect the computer           made on the previous page. If       from the Internet in order to           the site visitor answered “NO”       receive the phone call. It also           to the question above then the       allows the site visitor to go           following text would be       back to the previous question if           displayed.       the statement that is presented           “To personally answer a       to him/her is incorrect.           telephone call placed to 555-           555-***5, I must first           disconnect my computer from           the Internet”           (FIG. 12)        8   Server 38′ presents a web       The site visitor needs to write           page with a confirmation       down or print out the web page           number on it.       in order to use the confirmation           (FIG. 13)       number during the telephone                   call.        9   Server 38′ presents a web       The site visitor needs to           page which contains a URL       remember or write down the           ‘www.finishregistration.com’       URL because after the           (FIG. 14)       telephone call he/she will need                   to reconnect to the Internet and                   direct their web browser to the                   URL that is shown on the web                   page. The reason this is done is                   because the system must close                   out the site visitors session                   before redirecting to the site                   visitor back to the SO                   application       10   Server 38′ then presents a web       The site visitor will be able to           page allowing the site visitor       choose the delay time before           to select how long they want       the telephone call is placed.           to wait before the call is       The SO will instruct as to the           placed to him/her.       values that the Server 38′ will           (FIG. 15)       display to the site visitor.       11   Server 38′ presents a web       The Server 38′ reminds the site           page reminding the site visitor       visitor one more time of the 2           about the confirmation       pieces of information they will           number and the URL (web       need to complete the           address)       authentication process.           (FIG. 16)       12   Server 38′ presents a web       When the site visitor sees this           page instructing the site visitor       screen the Server 38′ will start           to disconnect from the Internet       the timer on the time delay that           and wait for the system to       was chosen in step 10.           place the automated telephone       The SO decides if the Server           call       38′ should use speech           (FIG. 17)       recognition to verify proper                   acceptance or use number entry                   (e.g. “Press 1 if you accept, 2 if                   you do not”) as an alternative.                   The web session is now                   completed, and the phone                   session will begin       13       Voice application begins   During the phone call the site               “Hello, this is   visitor is not connected to the               XYZ Corporation&#39;s automated   web application. This first               telephone call. If you are   prompt helps identify that the               expecting this call, press   Server 38′ has reached the               pound. Otherwise please hang-   intended party.               up.”       14       “Please enter your   This step asks the site visitor to               confirmation number, then   enter the number that was               press pound”   previously given to him/her                   over the web application. This                   ensures that the person who                   was on the web session is the                   same person that is on the                   telephone       15       “For audit purposes we need to   This steps takes a voice               record your name. After the   recording of the site visitor for               tone, please say your full   audit purposes.               name, then press pound.”   The Server 38′ can use these                   recordings by applying voice                   biometrics to them for                   subsequent authentications.       16       “XYZ Corporation now needs   This step takes another voice               to record your acceptance of   recording of the site visitor for               the terms and conditions from   audit purposes.               its web site. After the tone,   The Server 38′ can use these               please say ‘I accept the   recordings by applying voice               conditions’, then press pound.”   biometrics to them for                   subsequent authentications.       17       “Congratulations, you have   This is the last step in the               completed your telephone   phone session. After the site               authorization. Please go to   visitor has completed this step               Internet address   he/she must reconnect his/her               www.finishregistration.com to   computer to the Internet and               complete your registration.   point their web browser to               You must reconnect within 20   ‘www.finishregistration.com’.               minutes to complete the   This helps reinforce the               process. Good-bye.”   information that was given to                   the site visitor in steps 9 and                   11.                   The Server 38′ has the                   capability of requiring a site                   visitor to reconnect their                   computer and go to the                   appropriate web address within                   a certain amount of time. The                   amount of time is configurable                   as requested by the site owner.       18   Site visitor V reconnects       The Server 38′ then checks           his/her computer to the       which site visitor is coming           Internet and goes for example       back to the web site and makes           to:       all the appropriate checks to           www.finishregistration.       ensure he/she has indeed           com       finished the phone session.           (FIG. 17)       If all the checks are successful                   the site visitor is redirected                   back to the SO application in                   the exact same manner as the                   Immediate Synchronization                   scenario step 13. Thus                   allowing the SO to distribute                   the ESC       19   The site owner will display on       The site owner will distribute           their system the next web       the ESC that the site visitor was           page in their process. It could       initially seeking when they           potentially give the site       came to the SO application in           visitor:       step 1           -userid and password           -digital certificate           -personal identification           number           -an e-mail to him/her           (FIG. 11)                    
         [0096]    The following is a list of sample error conditions which may occur and a suggestion of how they may be handled. Handling of many of these conditions is largely a policy issue to be decided by the owner of site  30 ′. Each of these failure cases has as a possible response that the electronic registration could not be completed.  
                                         TABLE V                                   Error Condition   Possible Response                                    1   Busy signal   • Wait 30 seconds and call back.               • Present instructions on the web to choose a                 different number or clear line.       2   Telephone call   • Present recording requesting transfer to Site           reaches switchboard     visitor.               • Transfer to human agent on initiation side of                 the call, request transfer to Site visitor,                 transfer back to automated attendant.               • Play the DTMF tones of the extension the                 system is trying to reach       4   Site visitor cancels   PSTN session thanks them for participating and           out of web session   terminates call.       5   Site visitor cancels   Web session presents page offering alternative           out of PSTN session   registration mechanisms.       6   No voice recording   • Provide instructions to speak more loudly.           captured   • Fail registration               • Accept registration with no voice audit                  
 
         [0097]    From the foregoing, it will be observed that numerous variations and modifications may be effected without departing from the spirit and scope of the invention. It is to be understood that no limitation with respect to the specific embodiment illustrated herein is intended or should be inferred. The disclosure is intended to cover the appended claims all such modifications as fall within the scope of the claims.

Technology Category: 5