22. PCI Payments

Introduction to PCI

Our PCI solution ensures agents can take payments without exposure to customer’s card details. We integrate with PCI so that all payments are securely processed via their platform. 

Agents will take payments using Agent Assist, which is PCI Pal’s transaction interface; the solution works by Freedom both launching Agent Assist and providing a means to create a secure PIN session.

Agents will be able to converse with customers as they take payments, and as agents walk customers through taking a payment they only ever see asterisks on the screen and all DTMF sent by the customer completely masked, this sensitive data also never reaches the Natterbox platform.

For more information, see these guides

• Setting up PCI
• Troubleshooting PCI

FAQs

How will my agents take payments?

Payments are taken via our third parties payment portal, the payment flow will be tailored to your needs on the set up of the service, so your agents will simply step through a simple form and take payments whilst on a call with a customer

Where can my agents take payments from?

Freedom from desktop and Freedom Web support PCI Payments also webphone, softphone, registered and desktop devices are all supported

What regions are supported?

US, UK and AU

What numbers support PCI payments?

All existing Natterbox PCI payments support PCI payments and any new numbers that or ported or created with Natterbox.

How does Natterbox report on PCI payments?

Currently the call reporting made available in Salesforce will be able to show whether a PCI payment session was initiated for particular call, but in terms of the data on whether a payment was successful and how much was involved will need to go through your chosen payment gateway.

Can PCI payments be taken with Service Cloud Voice?

Not right now, but very soon!

What happens when a call is recorded, are the dial tones of the customers card details recorded?

No, all dial tones sent as part of a customer keying in their card details are masked, meaning they will have the same tone so that the numbers can't be deciphered, otherwise the conversation between the customer and the agent will continue without pause or impact.

Who will see/have access to my customers card information (and essentially be in-scope)?

The card details are sent in the form of dial tones from your customer's device, these tones are masked so the numbers pressed cannot be worked out and the details appear as asterisks on the agent's screen as the go through the process.

The data is neither stored nor processed by the Natterbox system, they're all transiently processed by our PCI compliant partner, this is the case even with call recording.

Can I perform refunds?

Yes, all payment workflows are customised by your business needs and refunds are possible as long as your chosen payment gateway supports it.

Are subscriptions and recurring payments supported?

Yes, standing orders are also supported provided your chosen payment gateway supports it

Will my agents receive any information as to why certain transactions have failed (i.e. incorrect details, lack of funds)

All responses will be based upon what your chosen payment gateway supports

Do I require full Salesforce licenses for PCI Payments?

No, whilst you will require Salesforce to use PCI payments, it is possible to simply use Freedom Web to take payments outside of Salesforce with non-fully licensed users.