Implementing Conference Pay with Paytia in a Call Center Environment

Overview

Conference Pay enables a secure, compliant method for taking card payments during a three-party conference call. The solution integrates a third-party phone system with Paytia to capture customer card details securely, preventing agents from seeing or hearing sensitive payment data.

Call Structure in Conference Pay

In a Conference Pay session, the call consists of three connected legs:

1. Call Leg 1 – Call Center Agent: Engages with the customer.
2. Call Leg 2 – Customer: Enters their card details for payment.
3. Call Leg 3 – Paytia Capture Service: Captures card payment details securely.

The third-party phone system (e.g., Gladly) is responsible for managing the conference call and ensuring correct audio control.

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Phone System Responsibilities

For Conference Pay to function correctly, the third-party phone system must manage the following tasks:

1. Initiate a Conference Call:

   • The phone system must establish a three-way conference call including the agent, the customer, and Paytia.

2. Mute Agent and Customer Audio:

   • While the customer enters card details, the phone system must mute the conversation between the agent and the customer.
   • This ensures PCI DSS compliance, preventing agents from hearing sensitive card data.

3. Maintain the Customer-Agent Call Connection:

   • When Paytia completes the payment capture, it will disconnect its leg of the call.
   • The phone system must keep the agent and customer connected after Paytia leaves the conference.

4. Hold & Resume Customer Calls:

   • The phone system should be able to put the customer on hold when Paytia joins the conference and bring them back in when required.

5. Send DTMF Tones for Secure Communication:

   • The system must send DTMF (Dual-Tone Multi-Frequency) signals to:
     • Pass the Agent ID to Paytia.
     • Allow the customer to securely enter payment details.

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Payment Capture Initiation Methods

Paytia supports two primary methods for initiating the secure payment process:

1. Keyphone Method (DTMF Entry)

• The agent instructs the customer to press ‘1’ on their phone to start the payment process.
• The phone system sends this DTMF signal to Paytia to begin capturing the card details.
  
  
  

2. ACA Button (On-Screen Button)

• In software-integrated systems like Gladly, the agent can click an on-screen ACA (Agent Controlled Activation) button.
• This triggers the start of the payment capture process without requiring DTMF entry.
  
  
  

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Integration with Gladly as the Call Center Solution

• Gladly is the first call center platform integrating Paytia’s Conference Pay model.
• The process within Gladly:
  1. The agent initiates the payment process from their interface.
  2. The system conferences in Paytia as a third-party call participant.
  3. The customer enters their card details, while the call center mutes agent-customer audio.
  4. Paytia captures the payment and exits the conference.
  5. The agent and customer resume their conversation seamlessly.
     
     
     

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Key Benefits of Conference Pay

✔ PCI-DSS Compliance – Ensures sensitive card details are never exposed to call center agents.
✔ Seamless Payment Experience – Customers can enter payment details during a live call without disruptions.
✔ Secure Audio Handling – Prevents unauthorized access to payment data by using DTMF or ACA methods.
✔ Smooth Call Center Integration – Works with third-party call center solutions like Gladly.

By following these guidelines, businesses can securely and efficiently process customer payments over the phone while maintaining compliance and user convenience.