PCI Suppression

Five ways to

PCI suppression

With Red Box there’s a choice of applications and interfaces to allow you to control audio suppression through manual or automated triggering during calls.

Many organisations need to suppress specific parts of call recordings when taking card payment details or discussing other sensitive information. Red Box Recorders makes it simple to generate single authenticated voice records with suppressed audio (silence). This allows you to comply with the requirements of PCI (Payment Card Industry) DSS, financial regulatory authorities and any other evidential regulations for unaltered audio. And, as you’ll see below, we provide a range of solutions to help you choose the best method of compliance and integration for your situation.

PCI Suppression

How it works

Two easy options With Red Box PCI Suppression, you can control audio recording to create silence during active calls when it is required. The solution can be configured for either of these methods:

Total suppression This ensures that no audio is sent to the recorder during suppression. The solution inserts silence on replay so that the suppressed audio is completely unavailable.

User suppression Using this method, only the system administrator can replay suppressed audio for investigation. When a call is replayed by any other user, the solution again inserts silence during the suppression period.

The screen shot above of the Quantify Media Player shows PCI Suppression in action. There’s a period of silence during the call while credit card details are being taken. Recording is suppressed on both the agent and customer sides of the recorded call. On replay the user can skip the recorded silence. It’s also possible to suppress audio several times during a call; the default is a maximum three times per call.

PCI Suppression

Key Features

Automated

PCI Screen: runs transparently in the background as a Windows service on the agent’s PC. PCI Screen automatically triggers suppression when the agent opens a card-payment application or program to capture sensitive data. Recording resumes when the application is closed.

Call examples

PCI Toolkit: Red Box also offers an open and flexible method to integrate PCI or any other type of recording control. With our Recorder Application Interface (RAI), system integrators or software developers can manage the voice recorder with their own software or applications using socket-based commands.

An agent arranges to take a credit card payment from a customer during a call. When the agent is ready to take the customer’s payment details, she clicks the ‘Payment’ button. This displays the payment screen with ‘payment’ in the Windows title. At this point, the PCI Screen Application automatically notifies the Red Box recorder to start suppression. Once the agent completes payment, she closes the payment screen. The PCI Screen Application notifies the recorder to end suppression.An agent opens the payment screen of the business application they are using. At this point the business application instructs the recorder via the RAI to pause recording. Once the payment is been complete, it sends another trigger to the recorder to resume recording.

Manual

Call examples

PCI Agent: this Windows application allows the agent to select a software button manually on their PC to start suppression and then resume recording. A timeout can be configured so that recording resumes after a given period of suppression.PCI Phone: enables the agent to trigger suppression with a keypad sequence on their telephone. The recorder detects specific key presses to start and stop suppression. Again, timeouts can be configured as required.

An agent arranges to take a credit card payment from a customer during a call. Before the agent requests the credit card details, he clicks the ‘Start suppression’ icon on his desktop. The Red Box recorder picks this up and pauses recording for that audio channel. Once the transaction is complete, the agent clicks ‘Stop suppression’ and recording resumes.An agent arranges to take a credit card payment from a customer during a call. Before the agent requests the credit card details, she enters a DTMF sequence on her handset. The Red Box recorder picks this up and pauses recording for that audio channel. Once the transaction is complete, the agent enters the DTMF sequence again and recording resumes.

PCI Cisco: Cisco users can control audio suppression through their XML-enabled phone. The user designates a soft key on their Cisco phone to start and stop suppression when discussing sensitive information.

An agent arranges to take a credit card payment from a customer during a call. Before the agent requests the credit card details, he presses the designated soft key on his XML-enabled Cisco IP phone. The Red Box recorder picks this up and pauses recording for that audio channel. Once the transaction is complete, the agent presses the soft key again and recording resumes.

Looking for ?

PCI Suppression

Five ways to

PCI suppression

With Red Box there’s a choice of applications and interfaces to allow you to control audio suppression through manual or automated triggering during calls.

PCI Suppression

How it works

PCI Suppression

Key Features

Automated

Call examples

Manual

Call examples

Products

EVERCOM SRL

ISO/IEC 27001:2022