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Contact Center AI Platform (CCAI Platform) provides the ability to handle payments from end-users
through integration with secure payment services.
Secure Payments: Handling Payments Over the Phone
The Secure Payments feature allows for payments to be made over the
phone through a flow without the agent on the line during
the transaction. As an Agent, you initiate the payment process and
follow along using the agent adapter as the consumer progresses
through.
Agent experience
Once the payment action has been initiated, the caller is placed
into a payment flow, which is a series of prompts. As an Agent, you
should tell the caller what to expect and to have their credit card and
associated billing information handy. Once you initiate the action, the
caller won't be able to hear you, and you won't be able to hear
them or anything they enter.
From the Agent Adapter, click Actions > Request Payment to
bring up the Payment Request form.
If you click before you are ready, you can click the exit
button (X) to cancel the payment request.
Enter the name of the item the caller is purchasing.
Enter the total item amount to pay (including tax and shipping when
applicable).
Click Send to Pay to prompt the caller to begin the payment
process.
Entering status: You are able to see when a caller is filling
out each payment step.
Complete: The payment step shows a green
checkmark.
Payment Success: If entered correctly, agents see a
successful payment notification.
Payment status: A comment or activity with the following
information is posted in the CRM record:
Agent: [Agent's name]
Product Name: [Product Name as entered by the agent]
Transaction ID: [Transaction ID auto-generated]
Amount Charged: [$XX.XX]
Payment Status: [Success / Failed]
Timestamp: [Year-Month-Day Hour:Minute:Second]
Next Steps: Follow your company's procedures following a
completed payment.
Caller experience
Once the payment is initialized by an Agent, the caller hears the
following voice prompts. After every entry, the customer is
told to press 1 to confirm their entry or to press 2 to re-enter the
information for the following:
Total amount confirmed: Confirms or denies the amount entered by
the agent.
Credit Card Number: Enters their credit or debit card information.
Expiry Date: Enters the expiration date on their credit or debit
card.
CVC Code: Enters the three or four-digit code located on the
back of their card.
Zip Code: The customer enters the zip code associated with their
billing address.
Fail/Success Message: A message shown that indicates if the
payment transaction was successful or failed.
- Failure occurs if the customer typed in incorrect information
too many times or if they waited more than 60 seconds with no input
following a voice prompt request.
- Consumers can press * to cancel the payment process and
return to the call.
The consumer is reconnected with the agent after success or failure of the
payment input.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe Contact Center AI Platform (CCAI Platform) enables secure payment processing over the phone without the agent remaining actively on the line during the transaction.\u003c/p\u003e\n"],["\u003cp\u003eAgents initiate the payment process, input payment details, and then transfer the caller to an automated payment flow with voice prompts for the customer to follow.\u003c/p\u003e\n"],["\u003cp\u003eDuring the secure payment process, agents cannot hear the caller, and the caller cannot hear the agent, ensuring security for sensitive payment information.\u003c/p\u003e\n"],["\u003cp\u003eAgents receive status updates in real-time during the payment process, including when each payment step is completed and the final success or failure of the transaction.\u003c/p\u003e\n"],["\u003cp\u003eUpon payment completion, a detailed activity log is generated, including the agent's name, product information, transaction ID, amount charged, payment status, and a timestamp.\u003c/p\u003e\n"]]],[],null,["# Handling Payments\n\nContact Center AI Platform (CCAI Platform) provides the ability to handle payments from end-users\nthrough integration with secure payment services.\n\nSecure Payments: Handling Payments Over the Phone\n-------------------------------------------------\n\nThe Secure Payments feature allows for payments to be made over the\nphone through a flow without the agent on the line during\nthe transaction. As an Agent, you initiate the payment process and\nfollow along using the agent adapter as the consumer progresses\nthrough.\n\n### Agent experience\n\nOnce the payment action has been initiated, the caller is placed\ninto a payment flow, which is a series of prompts. As an Agent, you\nshould tell the caller what to expect and to have their credit card and\nassociated billing information handy. Once you initiate the action, the\ncaller won't be able to hear you, and you won't be able to hear\nthem or anything they enter.\n\n1. From the Agent Adapter, click **Actions \\\u003e Request Payment** to\n bring up the Payment Request form.\n\n If you click before you are ready, you can click the exit\n button (X) to cancel the payment request.\n2. Enter the name of the item the caller is purchasing.\n\n3. Enter the total item amount to pay (including tax and shipping when\n applicable).\n\n4. Click **Send to Pay** to prompt the caller to begin the payment\n process.\n\n | **Note:** Agents will hear hold music and the caller will hear prompts for the following:\n5. **Entering status**: You are able to see when a caller is filling\n out each payment step.\n\n6. **Complete**: The payment step shows a green\n checkmark.\n\n7. **Payment Success**: If entered correctly, agents see a\n successful payment notification.\n\n | **Note:** At this point, agents are taken off of hold and returned to the call.\n\n8. **Payment status**: A comment or activity with the following\n information is posted in the CRM record:\n\n Agent: \\[Agent's name\\]\n\n Product Name: \\[Product Name as entered by the agent\\]\n\n Transaction ID: \\[Transaction ID auto-generated\\]\n\n Amount Charged: \\[$XX.XX\\]\n\n Payment Status: \\[Success / Failed\\]\n\n Timestamp: \\[Year-Month-Day Hour:Minute:Second\\]\n9. **Next Steps**: Follow your company's procedures following a\n completed payment.\n\n### Caller experience\n\nOnce the payment is initialized by an Agent, the caller hears the\nfollowing voice prompts. After every entry, the customer is\ntold to press 1 to confirm their entry or to press 2 to re-enter the\ninformation for the following:\n\n1. **Total amount confirmed**: Confirms or denies the amount entered by\n the agent.\n\n2. **Credit Card Number**: Enters their credit or debit card information.\n\n3. **Expiry Date**: Enters the expiration date on their credit or debit\n card.\n\n4. **CVC Code**: Enters the three or four-digit code located on the\n back of their card.\n\n5. **Zip Code**: The customer enters the zip code associated with their\n billing address.\n\n6. **Fail/Success Message**: A message shown that indicates if the\n payment transaction was successful or failed.\n\n **-** Failure occurs if the customer typed in incorrect information\n too many times or if they waited more than 60 seconds with no input\n following a voice prompt request.\n\n **-** Consumers can press \\* to cancel the payment process and\n return to the call.\n\nThe consumer is reconnected with the agent after success or failure of the\npayment input."]]
