Customer Call-Routing Options for Inbound Calls

This guide explains the two available customer call-routing options for inbound calls when integrating Aircall and Paytia.

Option 1: Inline – All Incoming Calls Routed Through Paytia

Overview:
All incoming customer calls are routed directly to Paytia using a unique ‘secure-payment’ phone number provided by Paytia.

Steps to Set Up Inline Routing:

1. Obtain Secure Payment Number:
   Log in to your Paytia admin portal to retrieve your unique Paytia secure payment number.

2. Divert Existing Number to Paytia:

   • If you wish to continue using your existing published business number:
     • Contact Aircall Support.
     • Instruct them to divert your existing DDI (Direct Dial-In) number to the new Paytia secure-payment phone number.

3. Activate Routing:
   Once Aircall has completed the number diversion, all inbound calls will automatically route through Paytia.
   

   
   

Outcome:
All customer calls are handled seamlessly by Paytia’s platform, enabling secure payments during the call.

Option 2: Via Aircall IVR

Overview:
Configure Aircall's Interactive Voice Response (IVR) system to forward specific calls through Paytia for secure payments. This option allows you to keep your Aircall business phone number and enable a key-press option for payment routing.

Steps to Set Up Aircall IVR Integration

1. Access Aircall IVR Settings:

   • Log in to your Aircall console.
   • Navigate to the Numbers section and select your business telephone number.
     

2. Configure IVR Routing:

   • Create or Edit an IVR Plan:
     • Click on Create Number or select an existing IVR number.
       
       
   • Add a key-press option for payments (e.g., "Press 1 to make a secure payment").
     
     
   • Set the divert type to Forward to External Number.
     
     
   • Enter your Paytia secure-payment number (provided during setup).
     
     

3. Save Changes:

   • Save your Aircall IVR plan to ensure calls are routed correctly.

4. Configure Paytia Call Forwarding:

   • Log in to your Paytia admin console.
   • Go to Configure telephony > Payment line.
   • In the Where we send customer incoming calls section, enter the telephone number of your Aircall agent team or department.
     
     
     
     
     

Important Configuration Notes

• Call Recording:

  • Disable call recording on your Aircall IVR number plan to prevent sensitive payment-card tones from being recorded.
  • Go to Aircall's Call Recording settings and toggle off the recording option.
  • Call recordings for other team numbers can remain active.

• Dedicated Phone Numbers:

  • Ensure the Aircall team handling payments is assigned a dedicated telephone number to receive calls forwarded from Paytia.

Key Benefits

1. Retain existing business phone numbers for customer convenience.
2. Enable secure payments seamlessly during inbound calls.
3. Use Aircall’s IVR for efficient call routing.
4. Control call recording settings to remain PCI-DSS compliant.

By following these steps, you can configure Paytia and Aircall to securely route inbound calls while providing a seamless customer experience.