Soft Key Programming

[bombaytelecom]

Is there anyway to program a softkey to provide the information of the logged on Agent to an external application.

We are implementing a form of PCI DSS Compliance which is to take debit card details over the phone using DTMF tones. When the agent is ready for the customer to put in the details we need to be able to press a button on the phone which tells the software its now in secure mode and any tones are picked up and decifered by the software, then sent to an external company for processing.

Meridian Option 61C
Symposium v 4.5
NICE Dictaphone Recording

 

[johnpoole]

either a hit d or an adl will send a programed number.. the hot key is permanent..

john poole
bellsouth business
columbia,sc

 

[bombaytelecom]

Sorry John, i dont understand, could you go into more detail?

Meridian Option 61C
Symposium v 4.5
NICE Dictaphone Recording

 

[Tman45]

press a button on the phone which tells the software its now in secure mode and any tones are picked up and decifered by the software, then sent to an external company for processing."

Just this statement alone sounds like a PCI issue to me! What happens if the agent forgets to press the key to enter the 'secure' mode - you can't have human error interfere with meeting PCI requirements from what I understand. Also, I would hope you mean that your software is just deciphering the DTMF and actually encrypting the data before sending it to the external company We are actually working to remove our external company because how do you KNOW that the external company is PCI compliant as well?? You need to have 'evidence' as well to support when your PCI audit comes - hope you get these issues addressed!

Sorry I can't help clarify John's reply - he will have to do that.