Security & Compliance
DTMF Card Payments
Taking card payments during a call without the agent hearing the number.
DTMF payment lets a caller type their card number on the keypad during a call. The agent stays on the line to help, but never hears or sees the digits.
How a payment goes
- The agent starts a payment from the call controls
- Recording is paused automatically — if it cannot pause, the payment is refused
- The caller keys their card number, expiry and security code
- Tones are suppressed so the agent cannot decode them by ear
- The payment is submitted and the agent is told only whether it succeeded
- Recording resumes
Enabling it
Secure payments are a plan feature and must be enabled for your account. Once on, the payment control appears in the call interface for agents.
What agents should be told
- •Never write a card number down, even briefly
- •Never ask the caller to read the number aloud as a fallback
- •If the payment is refused because recording could not pause, that is the system working — do not work around it
The suppression protects the recording and the agent's ears. It does not put you out of PCI scope. See the PCI article for what remains yours.