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Throughout this guide, we 'll will adopt the PCI-DSS example above, where telephone calls that contain spoken credit card information need to be masked out by an audible tone, but only during those parts of the call when the card details are being spoken, leaving intact the rest of the call audio.
In this scenario, we 'll will 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
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Considering TIM Plus (in conjunction with one or more Magic
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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 reconciliation occurs automatically by in TIM Plus, 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.
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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 Plus, 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 Plus, which records that event toois also being recorded.
A single telephone call can contain more than one obfuscation ; and the number of signals required is always exactly twice the amount of obfuscations in a call.
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