Genesys Cloud - Main

Hello!
We are trying to figure out how to use the Genesys Secure IVR flow in order to submit payments to a 3rd party IVR. We're having trouble trying to determine how to conference in the 3rd party IVR and then route the call back to an agent. We're using the Scripter tool in Genesys to transfer the customer to a secure IVR flow and then using the Transfer to Number function to call the 3rd party IVR. The problem is, once the call hits the Transfer to Number portion, the call exists the secure IVR, continues to record audio and does not route back to an agent. We're looking for a way to potentially "conference in" the 3rd party IVR for payment submission, then have the call route back to the agent once the payment is submitted. 

Has anyone else encountered this scenario? If so, what did you do to work around it?

Thank you!

---------------------------------------
Cory King
IT Lead
IGS Energy
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#Routing(ACD/IVR)

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Secure Flow would supplant the need for the 3rd-party IVR.  The GC script should collect the information we need for the transaction, transfer the caller to the Secure Flow for the PII input, and Secure Flow will use a secure data action to talk directly with the processor to charge the card and transfer caller back to the agent.  Forget about the 3rd-party IVR - that is just wasted money and going to be difficult to incorporate into GC.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

When your secure flow transferred to the external number, as soon as the external system answered the secure flow terminated.  This actually explains why you have audio of that portion of the call.  While a caller is in a secure flow, recording is disabled.  However when they get out of it, recording resumes (assuming you have it enabled).  There is a setting on your trunk Continue on External Bridged Transfer trunk if you want to keep recording a call once Genesys Cloud has transferred it to an external system.  You should probably disable that option since that portion of the call shouldn't be recorded.

tl;dr The secure flow can't return the caller to the agent b/c the secure flow isn't running anymore. 
Options:
1) Have your external system transfer the call back to Genesys Cloud (getting them to the same agent is very tricky).  They can't go back to the secure flow.  They would just transfer to a number for Genesys Cloud, and you would need to find a way to determine which agent to send that caller to.  Use things like UUI data and preferred agent routing.  Also keep in mind the agent might be on a new interaction.
2) Does your external system have an api for making payments?  If so you could use secure data actions to make the payment.  The secure flow would collect any necessary information from the caller then use the secure data actions to make the payment.  Then the secure flow can return the caller to the agent.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Thank you, Robert and Melissa - 
We do have the option of hitting an API end point with that 3rd party IVR we're looking to integrate with. We were hoping to conference the 3rd party IVR in to remove the complexity of having to use their API for payment submission, but it sounds like that is our best option. 

I appreciate the input!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 04-15-2021 15:33
From: Melissa Bailey
Subject: Secure IVR flow with external IVR

When your secure flow transferred to the external number, as soon as the external system answered the secure flow terminated.  This actually explains why you have audio of that portion of the call.  While a caller is in a secure flow, recording is disabled.  However when they get out of it, recording resumes (assuming you have it enabled).  There is a setting on your trunk Continue on External Bridged Transfer trunk if you want to keep recording a call once Genesys Cloud has transferred it to an external system.  You should probably disable that option since that portion of the call shouldn't be recorded.

tl;dr The secure flow can't return the caller to the agent b/c the secure flow isn't running anymore.
Options:
1) Have your external system transfer the call back to Genesys Cloud (getting them to the same agent is very tricky).  They can't go back to the secure flow.  They would just transfer to a number for Genesys Cloud, and you would need to find a way to determine which agent to send that caller to.  Use things like UUI data and preferred agent routing.  Also keep in mind the agent might be on a new interaction.
2) Does your external system have an api for making payments?  If so you could use secure data actions to make the payment.  The secure flow would collect any necessary information from the caller then use the secure data actions to make the payment.  Then the secure flow can return the caller to the agent.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Sounds like you need a better processor.  Any reputable company should have a REST API that can be used by Genesys Cloud to process payments securely.  Some still offer only SOAP/XML, but that is still very doable with an app to translate between the two.  Push them to provide REST-based endpoints for this and use the Secure Flow that can offer both DTMF and Voice input.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 04-16-2021 08:33
From: Cory King
Subject: Secure IVR flow with external IVR

Thank you, Robert and Melissa -
We do have the option of hitting an API end point with that 3rd party IVR we're looking to integrate with. We were hoping to conference the 3rd party IVR in to remove the complexity of having to use their API for payment submission, but it sounds like that is our best option.

I appreciate the input!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------


Original Message:
Sent: 04-15-2021 15:33
From: Melissa Bailey
Subject: Secure IVR flow with external IVR

When your secure flow transferred to the external number, as soon as the external system answered the secure flow terminated.  This actually explains why you have audio of that portion of the call.  While a caller is in a secure flow, recording is disabled.  However when they get out of it, recording resumes (assuming you have it enabled).  There is a setting on your trunk Continue on External Bridged Transfer trunk if you want to keep recording a call once Genesys Cloud has transferred it to an external system.  You should probably disable that option since that portion of the call shouldn't be recorded.

tl;dr The secure flow can't return the caller to the agent b/c the secure flow isn't running anymore.
Options:
1) Have your external system transfer the call back to Genesys Cloud (getting them to the same agent is very tricky).  They can't go back to the secure flow.  They would just transfer to a number for Genesys Cloud, and you would need to find a way to determine which agent to send that caller to.  Use things like UUI data and preferred agent routing.  Also keep in mind the agent might be on a new interaction.
2) Does your external system have an api for making payments?  If so you could use secure data actions to make the payment.  The secure flow would collect any necessary information from the caller then use the secure data actions to make the payment.  Then the secure flow can return the caller to the agent.

------------------------------
Melissa Bailey
Genesys - Employees

Hi Cory

I was in your position last year faced with trying to move away from payments through a transfer to an external IVR.  Ultimately that payment provider luckily had recently released REST APIs for the payment stuff and it actually wasn't anywhere near as complex to use as it seemed at first.  A lot of the API documentation covered website use cases which weren't relevant but made it harder to narrow down to IVR only scenarios.  Probably the most difficult part of it was just the setup of the actual secure flow to make sure you're meeting all the PCI-DSS compliance requirements and formatting the different variables to take care of payment amount, card expiry dates etc.

Definitely make sure you read the Resource Centre articles around PCI though and make sure you're setting everything as secure where required, including the Data Actions themselves, and not using any participant data that includes protected/privileged information.

Maybe even ask your payment provider for some example transaction queries to see what it is you need to send.  You'll probably find that their REST API is used for website payments too, in which case you may also find there's a number of fields you don't need to populate and send to them.  Then depending on your customer/organisation look at whether tokenisation/storing of tokenised card information is required.  Ultimately though you'd potentially also need your secure flow to post payment outcome information into your own CRM which may require internal development resource if REST APIs don't already exist for that.

One other piece, your payment provider may require a certificate of attestation from Genesys regarding their compliance testing/validation for PCI (unless they've had other Genesys Cloud customers provide them with one that's still valid).  That's mentioned on the Resource Centre too, so have a read of it all and be prepared to request this from your Genesys account/success manager.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 04-16-2021 08:33
From: Cory King
Subject: Secure IVR flow with external IVR

Thank you, Robert and Melissa -
We do have the option of hitting an API end point with that 3rd party IVR we're looking to integrate with. We were hoping to conference the 3rd party IVR in to remove the complexity of having to use their API for payment submission, but it sounds like that is our best option.

I appreciate the input!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------


Original Message:
Sent: 04-15-2021 15:33
From: Melissa Bailey
Subject: Secure IVR flow with external IVR

When your secure flow transferred to the external number, as soon as the external system answered the secure flow terminated.  This actually explains why you have audio of that portion of the call.  While a caller is in a secure flow, recording is disabled.  However when they get out of it, recording resumes (assuming you have it enabled).  There is a setting on your trunk Continue on External Bridged Transfer trunk if you want to keep recording a call once Genesys Cloud has transferred it to an external system.  You should probably disable that option since that portion of the call shouldn't be recorded.

tl;dr The secure flow can't return the caller to the agent b/c the secure flow isn't running anymore.
Options:
1) Have your external system transfer the call back to Genesys Cloud (getting them to the same agent is very tricky).  They can't go back to the secure flow.  They would just transfer to a number for Genesys Cloud, and you would need to find a way to determine which agent to send that caller to.  Use things like UUI data and preferred agent routing.  Also keep in mind the agent might be on a new interaction.
2) Does your external system have an api for making payments?  If so you could use secure data actions to make the payment.  The secure flow would collect any necessary information from the caller then use the secure data actions to make the payment.  Then the secure flow can return the caller to the agent.

------------------------------
Melissa Bailey
Genesys - Employees

Hi Vaun - 
Thank you very much for sharing your journey with me. It's good to know that someone else has been in this position before. 
We've been working with our vendor and they DO have RESTful APIs available for us to utilize, so we should be able to make this work. But I do have a tangentially related question: in order to enable log and media capture for Genesys Care, we've had to turn off the PCI DSS setting for our org. Have you had any issues capturing data like that for Care to troubleshoot with while having the PCI DSS setting turned on in your org?

Just curious! Thanks again for the information!
Cory

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 04-20-2021 16:38
From: Vaun McCarthy
Subject: Secure IVR flow with external IVR

Hi Cory

I was in your position last year faced with trying to move away from payments through a transfer to an external IVR.  Ultimately that payment provider luckily had recently released REST APIs for the payment stuff and it actually wasn't anywhere near as complex to use as it seemed at first.  A lot of the API documentation covered website use cases which weren't relevant but made it harder to narrow down to IVR only scenarios.  Probably the most difficult part of it was just the setup of the actual secure flow to make sure you're meeting all the PCI-DSS compliance requirements and formatting the different variables to take care of payment amount, card expiry dates etc.

Definitely make sure you read the Resource Centre articles around PCI though and make sure you're setting everything as secure where required, including the Data Actions themselves, and not using any participant data that includes protected/privileged information.

Maybe even ask your payment provider for some example transaction queries to see what it is you need to send.  You'll probably find that their REST API is used for website payments too, in which case you may also find there's a number of fields you don't need to populate and send to them.  Then depending on your customer/organisation look at whether tokenisation/storing of tokenised card information is required.  Ultimately though you'd potentially also need your secure flow to post payment outcome information into your own CRM which may require internal development resource if REST APIs don't already exist for that.

One other piece, your payment provider may require a certificate of attestation from Genesys regarding their compliance testing/validation for PCI (unless they've had other Genesys Cloud customers provide them with one that's still valid).  That's mentioned on the Resource Centre too, so have a read of it all and be prepared to request this from your Genesys account/success manager.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------


Original Message:
Sent: 04-16-2021 08:33
From: Cory King
Subject: Secure IVR flow with external IVR

Thank you, Robert and Melissa -
We do have the option of hitting an API end point with that 3rd party IVR we're looking to integrate with. We were hoping to conference the 3rd party IVR in to remove the complexity of having to use their API for payment submission, but it sounds like that is our best option.

I appreciate the input!

------------------------------
Cory King
IT Lead
IGS Energy


Original Message:
Sent: 04-15-2021 15:33
From: Melissa Bailey
Subject: Secure IVR flow with external IVR

When your secure flow transferred to the external number, as soon as the external system answered the secure flow terminated.  This actually explains why you have audio of that portion of the call.  While a caller is in a secure flow, recording is disabled.  However when they get out of it, recording resumes (assuming you have it enabled).  There is a setting on your trunk Continue on External Bridged Transfer trunk if you want to keep recording a call once Genesys Cloud has transferred it to an external system.  You should probably disable that option since that portion of the call shouldn't be recorded.

tl;dr The secure flow can't return the caller to the agent b/c the secure flow isn't running anymore.
Options:
1) Have your external system transfer the call back to Genesys Cloud (getting them to the same agent is very tricky).  They can't go back to the secure flow.  They would just transfer to a number for Genesys Cloud, and you would need to find a way to determine which agent to send that caller to.  Use things like UUI data and preferred agent routing.  Also keep in mind the agent might be on a new interaction.
2) Does your external system have an api for making payments?  If so you could use secure data actions to make the payment.  The secure flow would collect any necessary information from the caller then use the secure data actions to make the payment.  Then the secure flow can return the caller to the agent.

------------------------------
Melissa Bailey
Genesys - Employees