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  • 1.  DTMF Masking

    Posted 04-09-2020 10:35
    No replies, thread closed.
    Does Genesys Cloud offer DTMF masking solutions through the application or only through integration with appfoundry partners?  We are looking to implement a process to send debit information directly to the payment processor during a call but without leveraging an IVR for this.
    #Implementation

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    Matt Keleshian
    Lon Operations, LLC
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  • 2.  RE: DTMF Masking

    Posted 04-09-2020 10:49
    No replies, thread closed.
    The built-in method for that is to use the Scripter.Invoke Secure Flow action and use a Secure Call flow.

    https://help.mypurecloud.com/articles/available-script-actions/

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: DTMF Masking

    Posted 04-09-2020 10:56
    No replies, thread closed.
    Thanks George.  You are always super helpful.  When you reference secure flow, is that a IVR flow that the agent would transfer the customer into?  Ideally, it would be great to have an option within the user interface to leverage without interrupting the call/ without a transfer.  Thanks. 


    ------Original Message------

    The built-in method for that is to use the Scripter.Invoke Secure Flow action and use a Secure Call flow.

    https://help.mypurecloud.com/articles/available-script-actions/

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------


  • 4.  RE: DTMF Masking

    Posted 04-09-2020 11:02
    No replies, thread closed.
    It uses an IVR flow of the Secure type, yes. It is not quite a transfer...it puts the agent on hold while the customer is in the secure flow (PCI and HIPAA compliant, not recorded) then brings the agent back into the call when the flow hits the step to return.

    (You don't have to return to the agent--it depends on how you set it up).

    More description is in the resource Center:

    https://help.mypurecloud.com/articles/secure-call-flows/

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: DTMF Masking

    Posted 04-09-2020 11:08
    No replies, thread closed.
    Thank you! Could you recommend a contact on the Genesys side who might be able to walk us through this and discuss what a SOW would look like for support with the integration with our payment processor? 



    ------Original Message------

    It uses an IVR flow of the Secure type, yes. It is not quite a transfer...it puts the agent on hold while the customer is in the secure flow (PCI and HIPAA compliant, not recorded) then brings the agent back into the call when the flow hits the step to return.

    (You don't have to return to the agent--it depends on how you set it up).

    More description is in the resource Center:

    https://help.mypurecloud.com/articles/secure-call-flows/

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------


  • 6.  RE: DTMF Masking

    Posted 04-09-2020 11:42
    No replies, thread closed.
    Normally you would go through your CSM (looks like it is Rawie) or AE (who could bring in a Solutions Consultant) to talk about bringing Professional Services alongside to help out with a project like that.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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