Throughout this guide, we will adopt the PCI-DSS example above, where telephone calls that contain credit card information need to be masked out, but only during those parts of the call when the card details are being entered, leaving intact the rest of the call audio.
In this scenario, we'll assume that agents (employees that make or receive telephone calls) utilise a website into which credit card detailed are entered using a computer.
How it works
TIM Plus or TIM Enterprise in conjunction with our Echo Recording software 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 reconciliation occurs automatically in TIM, 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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Introduction
The Echo Obfuscator plug-in for Google Chrome automatically masks out sensitive parts of phone calls when specific websites/URLs are accessed.
When the plug-in detects that a specific URL is visited, call obfuscation commences; when the user leaves the URL, obfuscation stops.
Whilst it can also be used in custom applications, the plug-in is primarily intended for hiding the card particulars when card payment gateway sites are accessed.
Installation
Search the Google Chrome web store for Echo Obfuscator and follow the installation steps given by your browser:
After installation, the Echo Obfuscator plug-in will be shown in your plug-in bar as shown below:
Upon first use, you must configure the plug-in with the connection details of your TIM Plus or TIM Enterprise installation. These products, in turn, communicate with your Echo call recording system.
Automatic configuration
By default, the plug-in is configured automatically by entering a unique short code that your service provider issues to you. This method means your plug-in will work "out of the box" with no user interaction.
Manual configuration
If you weren't issued with a short code by your service provider, you must configure the plug-in manually in order for it to communicate with your TIM Plus or TIM Enterprise installation. The following fields are required:
| Field | Description |
|---|---|
| Protocol | Set to either HTTP or HTTPS, depending on the protocol your TIM installation is using |
| Host | Enter the IP address or hostname of the computer running TIM. To specify a non-standard port, enter the address followed by a colon, then the port number, e.g. 192.168.0.100:8100 |
| Username | The username of a webuser object you already configured in TIM |
| Password | The password of the webuser object |
| Extension | The browser user's telephone extension number. This is used to identify which user is on the call and therefore which call should be masked out. |
| PBX | If your TIM installation has multiple PBXs, specify the one associated with the browser user |
| Show notification | Enabling this option shows messages on your desktop each time a call is starting or stopping obfuscation |
Target URLs
Enter each URL that should cause a call to be obfuscated into the box alongside
| Keywordmacro | ||
|---|---|---|
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| Keywordmacro | ||
|---|---|---|
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When you've finished configuring the plug-in, don't forget to hit the
| Buttonmacro | ||
|---|---|---|
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As soon as you save the settings, whenever any of the target URLs is visited, the plug-in will start obfuscating the call.
Prerequisites
In order to use the Echo Obfuscator plug-in, the following must be true:
- You have a licensed copy of TIM Plus or TIM Enterprise, at least version 3.0.0.116
- You have an Echo call recording installation, at least version 1.0.0.110