ICM Logger/HDS data element encryption Enterprise v8.5

[sdpointer]

I have client that needs to capture account information in an IVR and then use for CTI Screen Pop.  We can deal with the decryption at the screen pop.  Does anyone know a way to encrypt the data in the Logger or HDS?

[Edward Umansky · Accepted solution]

If you are going to decrypt the data and let it enter the database and logfiles in clear text, that somewhat defeats the purpose of encrypting in the first place. If you are only worried about encrypting the data over the wire, then you might want to look at network layer or CTIOS security rather than encrypting in your application.

To answer your question, the Logger and HDS cannot automatically encrypt/decrypt any call variables written to the database. You would have to do this manually when reading these tables.

[david.macias · Accepted solution]

Like Ed mentioned ICM can't do this automatically.  However, if you're capturing the data through a peripheral (IVR) why don't you encrypt it there and then send it to ICM?  That way when ICM gets it, it's already encrypted.  The assumption being that what you encrypt in the IVR you can decrypt on the desktop.

david

[sdpointer]

Thank you for the reply.  You both confirmed my thoughts that ICM could not handle encryption after writing data to the databases.  We will probably take the approach of encrypting at the IVR and the decrypting at the desktop for screen pop.  Thank you both for the info.