A device, method and system for changing communication infrastructure based on call security level is provided. A device determines a call security level of a call occurring at a first communication infrastructure; the first communication infrastructure associated with a first security level; the call security level determined from one or more of; a profile of a caller on the call; and audio on the call. In response to determining that the call security level and the first security level are misaligned, the device causes the call to change to a second communication infrastructure associated with a second security level aligned with the call security level.

Apparatus for the transfer of sensitive information between two parties facilitated by an intermediary, the apparatus adapted to: receive from the first party voice signals and data signals; determine a parameter relating to an estimate of the time required for sensitive information to be determined from the data signals received from the first party; transmit to the intermediary the received voice signals and the parameter; determine sensitive information from the received data signals; and transmit the sensitive information to the second party. A corresponding method is also provided.

In one embodiment, a secure mechanism operates in conjunction with a three-way bridge in a contact center to protect against inadvertent exposure of sensitive information provided during a call. During the call, an agent may bridge on an interactive voice response system (“IVR”) onto the call prompting the party to enter sensitive information, such as a credit card account number, to effect a payment. The information may be provided by the party using dual-tone multiple frequency (“DTMF”) tones or speech. The IVR may provide a confirmatory announcement indicating the sensitive information received. A switch may be controlled by the IVR so that any sensitive information expected from the party or provided by the IVR in a confirmatory announcement is not presented to the agent or to a recording system. In this manner, the IVR suppresses the exposure of sensitive information to the agent and/or a recording system.

In one embodiment, the techniques herein are directed to conveying a reason for a call from a user device. For instance, an illustrative method herein may comprise: determining, by a user device, a second device to participate in a call with a user of the user device and a reason for the call; transmitting, from the user device, a message to an intermediate service to inform the intermediate service about the second device, the user, and the reason for the call, wherein the intermediate service conveys the user and the reason for the call to the second device; and receiving, at the user device, the call initiated by the second device, wherein the second device is aware of the user and the reason for the call prior to initiating the call.

Calls that can be secure (e.g., are conducted with end-to-end encryption) may originate with some or all of the call being unsecured. Then, upon a triggering event such as a user deciding that sensitive information will be discussed or a “sniffer” determining that the call is being monitored by a spoofed endpoint, triggers a transition of the call from an unsecure connection to a secure connection without terminating and reestablishing the call. Accordingly, an unsecure call, such as one utilizing Transmission Control Protocol (TCP) signaling and Real-Time Transport Protocol (RTP) and transitioned to Transport Layer Security (TLS) and Secure RTP (SRTP) to allow a previously unsecured call to become secured with end-to-end encryption.

In one embodiment, the techniques herein are directed to receiving a reason for a call at a user device. For instance, an illustrative method herein may comprise: receiving, at an application on a recipient device of a user, information about a call to be made from an initiating device, the information having an outbound phone number of the call, a name of an organization of the initiating device, and a reason for the call; and configuring, by the application, a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call; wherein, in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the reason for the call.

In one embodiment, the techniques herein are directed to coordinating conveying a reason for a call from a user device. For instance, an illustrative method herein may comprise: receiving, at an intermediate service device, a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call; and conveying, from the intermediate service device, the user device, the user, and the reason for the call to the second device, wherein the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.

Systems and methods for managing data transfers between a secure location and a less secure location. A data transfer checker operating on a mobile device determines whether an attempted data transfer between two locations is permitted. If it is not permitted, then the data transfer is prevented and the user may be notified of the data transfer prevention.

In one embodiment, a method herein may comprise: identifying, by an initiating device of an organization, a user and a reason for a call to a recipient device of the user, the recipient device having an inbound phone number; informing an intermediate service about the call to the recipient device and the reason for the call, wherein the intermediate service coordinates with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of the organization, and the reason for the call; and calling, using the outbound phone number, the recipient device at the inbound phone number, wherein the application on the recipient device has configured a caller identification process on the recipient device to display, in response to receiving the call from the outbound phone number, the name of the organization and the reason for the call.

In one embodiment, an intermediate service device: receives information about a call to be made from an initiating device to a recipient device of a user, the information including a reason for the call; and coordinates with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of an organization of the initiating device, and the reason for the call, wherein the application on the recipient device configures a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call.