System and method to authenticate contact center agents by a reverse authentication procedure

Patent metadata

Field	Value
Publication number	US-2019268469-A1
Application number	US-201916411344-A
Country	US
Kind code	A1
Filing date	May 14, 2019
Priority date	Jun 1, 2015
Publication date	Aug 29, 2019
Grant date	—

Abstract

An authentication system to validate the authenticity of call center agents by using a reverse authentication procedure. The authentication system includes a verification module that verifies the authenticity of agents calling from the call center. The verification module retrieves reference answers in response to the user-provided query questions from a media server. The media server may be located inside the enterprise network. These reference questions and their corresponding reference answers are provided by users when registering with the enterprise network.

First claim

What is claimed is:

1 . A computer-implemented method to verify authenticity of a resource placing a call from an entity associated with an enterprise network to a registered user of the enterprise network, the method comprising:
receiving, by a server associated with the enterprise network, following receipt of the call by the registered user, a question from the registered user; matching, by the server, the question to one of a plurality of security questions to produce a matched question, wherein the plurality of security questions are stored in a media server associated with the enterprise network; fetching, by the server, from the media server, a reference answer corresponding to the matched question; and providing, by the server, to the registered user, the reference answer corresponding to the matched question.

2 . The method of claim 1 , further comprising:
accepting, by the server, the plurality of security questions and a plurality of reference answers from the registered user during registration with the enterprise network.

3 . The method of claim 1 , further comprising:
storing, by the server, the plurality of security questions and the plurality of reference answers in the media server.

4 . The method of claim 1 , further comprising:
storing, by the server, additional information related to the registered user in the media server.

5 . The method of claim 1 , wherein the media server is located in a separate authentication server that is separate from the enterprise network.

6 . The method of claim 5 , further comprising:
forming, by the enterprise network, a secured connection with the separate authentication server to access the security questions and the reference answer.

7 . The method of claim 5 , wherein the call is routed through the separate authentication server via the secured connection.

8 . The method of claim 5 , further comprising:
storing, by the server, additional information related to the registered user in the media server, wherein the additional information is accessible via the secured connection.

9 . The method of claim 1 , wherein the media server is located inside the enterprise network.

10 . The method of claim 1 , further comprising:
prior to receiving the question from the registered user, receiving, by the server, a request from the registered user to verify the authenticity of the resource placing the call.

11 . A system to verify authenticity of a resource placing a call from an entity associated with an enterprise network to a registered user of the enterprise network, the system comprising:
a server comprising a processor, wherein the server is associated with the enterprise network; and a storage device, in communication with the processor, storing executable instructions, wherein the processor when executing the executable instructions: following receipt of the call by the registered user, receives a question from the registered user; matches the question to one of a plurality of security questions to produce a matched question, wherein the plurality of security questions are stored in a media server associated with the enterprise network; fetches, from the media server, a reference answer corresponding to the matched question; and provides, to the registered user, the reference answer corresponding to the matched question.

12 . The system of claim 11 , wherein the processor when executing the executable instructions:
accepts the plurality of security questions and a plurality of reference answers from the registered user during registration with the enterprise network.

13 . The system of claim 11 , wherein the processor when executing the executable instructions:
stores the plurality of security questions and the plurality of reference answers in the media server.

14 . The system of claim 11 , wherein the media server is located in a separate authentication server that is separate from the enterprise network.

15 . The system of claim 14 , wherein the call is routed through the separate authentication server via a secured connection.

16 . The system of claim 11 , wherein the media server is located inside the enterprise network.

17 . The system of claim 11 , wherein the processor when executing the executable instructions:
stores additional information related to the registered user in the media server.

18 . The system of claim 11 , wherein the processor when executing the executable instructions:
prior to receiving the question from the registered user, receives a request from the registered user to verify the authenticity of the resource placing the call.

Assignees

• Avaya Inc

Inventors

• Mulay Parag
• Lad Satyam
• Gayake Sambhaji

Classifications

• H04M3/385

  using speech signals · CPC title

• H04M2203/6054

  Biometric subscriber identification · CPC title

• H04M3/5158 Primary

  in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26) · CPC title

• H04M2203/6045

  Identity confirmation · CPC title