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Overview
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Overview
TIM Enterprise Plus offers the ability to obfuscate (mask out) one or more sections of the audio of a telephone call with an audible tone, preventing the listener from hearing the original speech.
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In this scenario, we'll assume that agents (employees that make or receive telephone calls) utilise an in-house or third-party data entry system into which credit card detailed are entered using a computer.
How it works
Because TIM Enterprise Plus (in conjunction with one or more Magic Boxes) records the call audio at strategic boundaries in your telecom infrastructure - usually your organisation's telephone lines, rather than each user's telephone handset - some reconciliation is normally required between those boundaries and the actual agent that handled the call.
By default, this reconcilliation occurs automatically by TIM EnterprisePlus, which is how the agent-centric calls that you see in call reports are able to be associated (matched) with each call as seen from the point of view of a telephone line, which delivers calls to many agents.
During obfuscation, it is necessary that a user or device sends at least two signals to TIM EnterprisePlus. Together, these two signals allow TIM Enterprise Plus to mask out the audio between the two points in time that each signal was received.
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At the point in time during an agent's call when obfuscation is necessary, e.g. "Can I have your CVV number please?" is spoken by the agent, a signal is sent by the agent to TIM EnterprisePlus, which records the event along with the exact time it was sent.
Similarly, when the sensitive part of the call has completed, a further signal is sent by the agent to TIM EnterprisePlus, which records that event too.
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- You have a licensed copy of TIM Enterprise Plus that includes voice recording
- Your installation is at least version 3.0.0.55
- You have one or more Magic Boxes installed, each with their governing RTA Service
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Taking the example of masking out some digits of a phone call when a credit card number is being quoted, most solution providers modify the data entry system that an agent uses.
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Implementation
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Implementation
HTTP request
To send a start or stop signal, a simple
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Every request to the web server requires authentication, so ensure that the relevant HTTP authentication headers are sent with your request and that the username and password combination match an existing web user object in the Directory.
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| Parameter | Description | ||||||||
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| 200 | The signal was received and stored successfully | ||||||||
| 400 | The request was not acceptable for one of the following reasons:
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| 404 | The object specified by the combination of the objtype and objid parameters - and optionally the key parameter - could not be found | ||||||||
| 500 |
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