How Inbound and Outbound Calling Works on Paytia

Paytia's telephony services operate seamlessly in two directions: Inbound and Outbound. Here’s how it works:

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Inbound Calls

1. Customer Initiates Call:

   • The paying customer dials the Paytia secure payment line number your business selected during setup.

2. Call Identification:

   • Paytia identifies the call using:
     • The number dialed: This is the secure payment number associated with your Paytia account.
     • The caller’s number: Paytia matches this number to the list of trusted numbers stored in your account.

3. Call Forwarding:

   • If the caller's number matches a trusted number stored in:
     • Configure Telephony > Configure your secure-payment line
     • Administer Users > Users
     • Administer Users > Departments
   • Paytia processes the call as an employee-initiated outbound call.
   • If there’s no match, Paytia treats it as a customer call and forwards it to the business phone number you provided under:
     • Configure Telephony > Configure your secure-payment line.
       
       

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Outbound Calls

1. Merchant Initiates Call:

   • The merchant dials into Paytia from a trusted number stored in your account.
   • Paytia verifies this number against the trusted numbers in the same locations as for inbound calls.

2. Connecting to Customer:

   • Paytia then places a call to the customer using the phone number provided:
     • Via the secure virtual terminal or
     • Manually entered on the telephone keypad.
       
       

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Understanding Call Handling Scenarios

• Employee Call to a Customer: When an employee's number is recognized as a trusted number, Paytia treats it as an outbound customer call.
• Customer Call to Business: If the caller's number is not trusted, Paytia routes the call to your main business phone number as a customer inquiry.

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By ensuring trusted numbers are correctly configured in the locations mentioned above, you can guarantee smooth call handling for both employees and customers.