Genesys Cloud - Main

Hi all,

how can an agent transfers to a secure flow for payment?

Only through a Script?

Could you please let me know?

Thanks

Stefano

Hi Stefano! Yes, if an agent needs to send someone to a secure flow, then that is done through script configuration with the invoke secure flow action. You can find more information here, https://help.mypurecloud.com/articles/available-script-actions/. Under Scripter actions, look for the Invoke Secure Flow action. Hope this helps!

Thanks Debbi,

I was wondering if in roadmap, it is possible to have this kind of transfer directly on cti toolbar.

Thanks

Stefano

Hi @Debbi Hodde? 

At the moment your Secure Flow doesn't connect to a Merchant Bank and this would require additional SOW work to enable.

We're trying to use pause & resume but Genesys doesn't have an API that connects to 3rd party applications. We understand PureCloud requires a token but this also doesn't have an API.

The How do your other customers take payments?

@Jack Davis? You are correct that we don't have direct integrations to payment processors at this time, although many of the payment processors we've encountered have REST API's that are compatible with our web service data action integration (https://help.mypurecloud.com/articles/about-web-services-data-actions-integration/). Creating a custom action to connect to these REST APIs should be pretty straightforward, and we provide a UI to test those web service calls before you ever add them to your call flow. The main point you have to be aware of is that these custom actions must use the "Secure" check box on their configuration to be available to handle the data gathered during the "Secure Input" in your call flow.

I'm a little confused about your statement "We're trying to use pause & resume but Genesys doesn't have an API that connects to 3rd party applications. We understand PureCloud requires a token but this also doesn't have an API."; what is it that you're trying to accomplish here? Are you attempting to implement a secure pause for your agents to collect credit card information from the customer? What token are you referring to? Hopefully with a little more information we can get you on the right track.

Hi @Richard Schott? 

Yes. We are looking at two possible solutions. One is a pause and resume.

Option 1 – Automated pause and resume. An agent clicks a ‘take payment’ button in our third-party application [called TIA] that sends an API to PureCloud telling it to pause the call recording of the Agent. TIA controls the payments and sends another message to PureCloud once payment is completed so that recording can be resumed.

Option 2 – Genesys develop the SecureIVR functionality to include a connection to SagePay/Pay.

This might be able to work in one of two ways.

Either a – Agent clicks a ‘take payment’ button in PureCloud that sends a request to TIA that agent 123 wants to make a payment. We’d have to develop (if possible) a way of identifying which transaction agent 123 is taking a payment for and then send the relevant details (name, address, payment amount etc) back to PureCloud. PureCloud would then initiate a SecureIVR session, taking the details TIA sent through, processing the payment with SagePay whilst providing updates back to TIA. Once payment has been completed, the agent would be reconnected to customer and TIA would get a signal for successful payment so that it can process the transaction.

Option b – TIA has a ‘take payment’ button. Agent clicks it and TIA then sends all relevant information via API to PureCloud to allow PureCloud to initiate a SecureIVR session, taking the details TIA sent through, processing the payment with SagePay whilst providing updates back to TIA. Once payment has been completed, the agent would be reconnected to customer and TIA would get a signal for successful payment so that it can process the transaction.

The major problem with option 2a is that we’re not sure we could reliably identify which transaction an agent is trying to take payment for.

The problem with both option 1 and 2b is that for TIA to send information to PureCloud it needs to be an authenticated system and there doesn’t seem to be any easy way of doing this currently.

Following a conference call with Marcin Szczepanski [Senior PureCloud Enablement Lead] today relating to the TIA integration/Pause / Resume function, it transpires there is currently a significant technical limitation with the Genesys platform – it turns out, you cannot trigger a Pause/Resume call via a web service/API call, without first extracting a “token” [which authorises the user to take payments] by physically logging in a separate webpage. Marcin did explain this functionality was in the pipeline, but unlikely to be available by mid November.

Therefore, the only way to do this is to programme TIA to physically login to a “dummy” external Genesys web page, extract the token, and then somehow re-use it to trigger the pause and resume, once payment is initiated. However, TIA isn't web-based and upon re-logging into Genesys would refresh the users' session and end up in a cycle.