IVR to capture credit card info?

[avayaaacc]

Has anyone successfully done this with a CM/AACC or Symposium setup? Would like to avoid a third party product if possible, but not sure if CM &/or AACC are capable

 

[kyle555]

and do what with it? With CM, you'd need to send it to an adjunct routing link to do anything, like validate it.

I don't know AACC but I suppose it'd be the same. Careful for PCI compliance . Generally that's a Experience Portal thing.

 

[avayaaacc]

two things:
1. mask the entered DTMF tones so that agents cannot hear the tone
2. insert the data into a form on a webpage

 

[kyle555]

Can't speak for AACC, but for CM, no, not that I know of. Not 'on its own' anyway. If you're already up with an agent, you're kind of in call recorder territory and it can mask a field on the video recording of the screen when an agent clicks in there to take down your CC# and mute the recording to not hear the human speak it.

I think you're stuck being halfway human and halfway automated. Solutions for DTMF presume you're not speaking to a human and if you are speaking to a human, most things presume you'd speak the numbers, right?