Month: January 2023

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Live Audio Video Muxed Streaming

VirtualLogger successfully developed a Sip recording application for an insurance company client. Mirrored packets from agent stations were spanned and connected to a NIC adaptor where the VL recording application read the packets and decoded the sip packets. The application implemented a Sip decoding proxy interface and an advanced callstates State Machine model. The statemachine had entry and exit methods for each state and state changes were triggered by defined conditions.

Screen was captured and streamed to a server using an application installed on agent machines.

The RTP was captured and streamed to a muxing application that live muxed the stereo audio streams (2 per station) with live screen capture and streamed to users and a media server. The application has been tested with upto 100 stations.

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PCI Compliance Solution using Google Speech API

VirtualLogger has developed an innovative solution for PCI compliance for call recording. This solution was successfully implemented for a Tennessee based financial services retailer. Their call center received over a 1000 calls daily and several of these calls had sensitive payment information recorded.

VirtualLogger solution utilized the cloud Google Speech API to get the text for the recording. The audio media was streamed to the Google cloud and the speech to text stream was received from them alongwith the timing information.

Utilizing complex algorithms we identified the locations of the sensitive information in the recording and masked them with silence. Call recordings were only made available to users after the process was successfully completed.

The key to this process was to identify the location of the sensitive information. Removing extra information that may not be sensitive such as house numbers or telephone numbers needed to be avoided else the purpose of call recordings would have been defeated. However no sensitive information was allowed to remain on the call recording.

A review of the solution was done by the client by listening to over a thousand call recordings and they reported over 99.1% success rate. Even with the 9 call recordings that they found only partial information remained removing several digits of the sensitive data rendering the information useless for any illegal exploitation.