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Version: v2

CCG Telephonic Payment Flow

The CCG Telephonic Payment Flow allows agents to securely capture and process card details using DTMF (Dual Tone Multi-Frequency) technology via a phone keypad. This guide walks through the process, highlights key features, and outlines important limitations and time constraints.

1. Starting a Telephonic Payment Session​

  • Create a CCG session for the agent using one of the supported modes, such as PAYMENT.
  • On successful session creation, launch the CCG widget. The channel “Phone entry” will be visible and enabled for selection.

2. Entering Card Details via Phone Entry​

  • Select the “Phone entry” channel.
  • The agent is presented with the telephonic-entry fragment to enter card details securely.

Channel Selection Screen

  • Once the telephonic-entry fragment is visible and editable, secure data (card number, CVV) can be entered using the phone dial pad.
  • Rolling timeout: The user has 5 minutes to enter all sensitive data. After this, secure mode is turned off.

Telephonic Entry screen for payment

  • After secure data is entered, secure mode turns off automatically. The agent can then enter non-secure data (name on card, expiry date, country, zip code).
  • Agent timeout: The agent has 2 minutes to enter non-secure data.

Adding non-secure data on telephonic-entry screen for payment

3. Submitting the Payment​

  • Click the “Submit” button to proceed to the confirmation screen, where the agent can choose to save the card for future use.

Submitting telephonic-entry payment

  • Click “Submit payment” to initiate payment submission to Stripe. On success, the agent lands on the Success screen.

4. Telephonic Entry Feature Walkthrough​

The demo video below showcases the Telephonic Entry feature flow, highlighting how agents securely capture and process card details using DTMF technology. It demonstrates the step-by-step process from session initiation to secure and non-secure data entry, ensuring sensitive information is protected throughout the transaction.

Watch the video to understand the seamless and secure payment method integration using the CCG widget.

5. Error Handling​

  • Internal failure or call disconnection:
    • The user sees a toast error message: “Telephonic entry creation invalid.”

Toast Error Message screen

  • In such cases, the user can retry telephonic entry or select another channel to proceed.

6. Channel Disabling After Failed Attempts​

  • If the user selects “Add via phone entry” 5 consecutive times and fails to add a card (due to Sycurio response or other reasons), the channel becomes unavailable.
  • The user must then select another channel to continue.

Failed attempts screen

7. Limitations of Telephonic Entry​

  • DTMF Only: Only DTMF input is supported; no voice-over capabilities.
  • No Voice Prompts: Advocates must prompt users based on Sycurio fragment screen info/alerts. There are no voice prompts on the phone line during secure mode.
  • Language Support: Only English is supported. No support for Spanish or other languages.
  • 3Ds Support: 3Ds CARD payment is not supported for both making payments and adding cards to the customer wallet.

8. Time Constraints Terminologies​

Time constraints are designed to enhance security and ensure sensitive information is handled within a controlled timeframe.

Rolling Timeout for Customers​

  • 5-minute rolling timeout:
    • The timeout resets every time the customer interacts with the Sycurio fragment.
    • As long as the customer continues to interact, the 5-minute timer keeps resetting.
    • This prevents session expiration during active use, ensuring customers have enough time to complete secure data entry.

Agent Timeout​

  • 2-minute agent timeout:
    • After secure data entry and secure mode deactivation, agents have 2 minutes to enter non-secure data (name on card, expiry date, country, zip code).
    • This ensures prompt handling of non-secure data and reduces the risk of sensitive information being left unattended.