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We know that before implementing the IVR Call Centre service of PAYCOMET you may have some doubts, that is why we have written the following post, where you will find important data that will help you better understand the operation of this solution.
How does my Call Centre connect?
- During the call, the customer agrees to process a payment.
- The agent indicates to the system the amount receivable.
- The agent transfers the call to the IVR.
- The IVR requests card details from the customer. The customer types the data into their phone.
- After the operation, and depending on the result, the call may end, return to the agent, or return to a menu, depending on the logic configured
How does my Call Centre connect?
The call reaches your switchboard and an extension is defined for the PAYCOMET payment service. This launches a call by SIP or H.323 (RFC 2833) protocol, routing to a VPN (IPSec LAN-to-LAN) which travels across the internet to PAYCOMET.
How do we know the result of the transaction?
Once the transaction has been carried out, we send you the return call along with a synchronous notification of the result of the operation (whether it has been satisfactory or not). In this way we can also send the associated card storage information for future purchases.
Is it possible to define the logics according to the result of the operation?
Yes, the call can be terminated in case of success or error, and the client can return to the same agent, whether in the case of success or error, and they can even redirect to a pool of agents if the original agent is no longer desired.
I want to implement the Call Centre IVR solution, what are the installation requirements?
The clients of the Call Centre or (in their absence) the systems that communicate with the IVR Gateway must have the capacity for reaching the CAC (Call Admission Control) level on the extensions defined in the IVR of PAYCOMET.
Is the capture by tones or by voice?
The telephone system should have the capacity for transmitting DTMF tones through the established SIP or H.323 backbone (RFC 2833). The voice recognition system is less precise.
What codecs support the system?
G.729, G.711, G.722, and GSM, among others. It is necessary to define the priority of the codecs to be used prior to the launch of the integration project.
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You have more information about integration in the documentation for PAYCOMET developers.
