If enabled for your account, you can securely handle payments using the Payment button. Starting a payment during a call consists of three stages:
You can take multiple payments during a call using either agent assist or digital payment sessions. The platform for payments is provided by PCI Pal, a PCI DSS compliant provider.
To take payments during a call, perform the following steps:
Click Payment in ContactPad.
If more than one payment type is available for your account, the Payment dialog appears. Click the payment type to use. Currently there are two types of payment:
Click Start. If you are starting an agent assist session, your state in ContactPad changes to Busy Payment IVR.
An online payment form appears. The available fields and the layout of the payment form are customized for your implementation. A red asterisk appears alongside mandatory fields.
The following instructions refer to an example form. Your implementation may contain different buttons and fields. |
Type information into the mandatory fields, identified by a red asterisk. When you have finished, click Next.
If you do not provide all the required information or you provide incorrect information, the payment is declined. |
Click in each required field and ask the caller to provide their card details—for example card number, security code, end date—using their telephone keypad.
Dots appear in the fields as the caller presses keys so you can see their progress. You also hear tones as the caller presses keys, but the tones are all the same so you cannot identify the numbers pressed. |
If the caller makes a mistake at any point, you can erase the entered data using a dedicated refresh button in each field.
You can take multiple payments during a call, however none of the sessions can exceed a 5-minute timeout. If any session exceeds the timeout, close the payment form. You can then reinitiate the payment session. Do not close the popup window; closing the popup window will leave you in Busy payment IVR state.
During the payment session you can click the Protected by PCI Pal logo to access additional information about the session, such as time, web session ID, primary and secondary call IDs, caller number and called number. The logo should always appear with a link image and the phone icon in green. If a broken-link image appears and the logo is greyed out, the session is not secure. |
During the digital payment session, the digital logo on the form turns green when the caller is on the payment page, indicating that the page is secure.