IVR

BACKGROUND AND OVERVIEW

The Payment Express IVR provides the ability for a Payment Express customer to take phone based payments inside of Payment Express' PCI compliant environment. The call scripts used are configurable and may be varied on a per customer basis. The purpose of this page is to show the "off the shelf" call script and to provide a starting point for merchants to design their own call scripts. Merchants wishing to customise their call script will need to consult their allocated Project Manager at Payment Express to verify their requirements are able to be met.

Download IVR Documentation

ASSUMPTIONS

Ref Assumption Reason
A01 When transferring a call to the Payment Express IVR the merchants system will fully de-trombone the call. Failure to do so will mean DTMF tones pass through the merchants system and therefore leave them in scope for PCI requirements
A02 DTMF tones will be received by the Payment Express system out of band.

CALL SCRIPT PROCESS FLOW

This section documents the Call script process flow of the standard (off the shelf Payment Express IVR)

High level with Entry point

High level with Entry point

Capturing the Credit card number

Capturing the Credit card number

Capturing the Expiry date

Capturing the Expiry date

Capturing the CVC code

Capturing the CVC code

Processing the Payment

Processing the Payment

Exiting the IVR

Exiting the IVR

ALTERATIONS TO CALL SCRIPT

Alterations to the call script may be made as necessary; however alterations will impact on development timeframes. It is

expected that in most cases merchants will require a way of matching or importing a transaction into their system. This

may be achieved my providing a reference for a transaction that is returned in the transaction result. This could be a

customer Id or perhaps an invoice number. In this scenario we recommend altering '1.0 Entry point' to give a general

overview of the process flow and insert a new 1.0 similar to '1.1 Capture Amount' an example is below.

Entry Point

Entry Point

Capture Invoice Number

Capture Invoice Number

AUDIO FILE REQUIREMENTS

Each of the Prompts in the call script will require 1 or more audio files to be played. It is expected that the Payment Express customer requesting the IVR will supply these files named accordingly. The Call script field below is a guide and the customer may choose to alter wording for a given file provided this alteration does not influence the expected behaviour of the

cardholder at the given prompt. Alternatively a text to speech option is available for customers not wishing to provide their own custom voice files. It is recommended that files have consistent quiet space at beginning and end so that when numbers are being played back to cardholders the speech pattern is consistent.

The audio file format should be 8 bit, 8 kHz, u-low

Call Script Prompts

Prompt File Name Call Script
1.0-1 1.0-1.wav Welcome to xxx please press # to enter your payment details.
1.1-1 1.1-1.wav Please enter the amount you wish to pay and press the # key.
1.1-2 1.1-2.wav The amount you have entered is
1.1-3 1.1-3.wav If this is correct press the # key. To change the payment amount press the * key.
1.1-4 1.1-4.wav The transaction amount is invalid.
1.2-1 1.2-1.wav Please enter your credit card number and press the # key.
1.2-2 1.2-2.wav The number you have entered is
1.2-3 1.2-3.wav If this is correct press the # key. To re-enter the card number press the * key.
1.2-4 1.2-4.wav The card number is invalid.
1.3-1 1.3-1.wav Please enter the card’s expiry date in month month year year format and press the # key.
1.3-2 1.3-2.wav The expiry date entered is
1.3-3 1.3-3.wav If this is correct press the # key. To re-enter the expiry date press the * key.
1.3-4 1.3-4.wav The expiry date is invalid.
1.4-1 1.4-1.wav Please enter your 3 digit card security code and press the # key. This is usually located on the back of your card.
1.4-1A 1.4-1A.wav Please enter your 4 digit card security code and press the # key
1.4-2 1.4-2.wav The card security code entered is
1.4-3 1.4-3.wav If this is correct press the # key. To re-enter the card security code press the * key.
1.4-4 1.4-4.wav The card security code is invalid.
1.5-1 1.5-1.wav Please wait while your transaction is processed.
1.5-2 1.5-2.wav Thank you your transaction has been approved.
1.5-3 1.5-3.wav I’m sorry your transaction has been declined.
1.5-4 1.5-4.wav Press * to try another card or hang up to exit.
1.6-1 1.6-1.wav Thank you for calling goodbye
1.6-2 1.6-2.wav Your credit card has not been charged.

Playback Prompts

Prompt File Name Call Script
0 Zero.wav 0
1 One.wav 1
2 Two.wav 2
3 Three.wav 3
4 Four.wav 4
5 Five.wav 5
6 Six.wav 6
7 Seven.wav 7
8 Eight.wav 8
9 Nine.wav 9
10 Ten.wav 10
11 Eleven.wav 11
12 Twelve.wav 12
13 Thirteen.wav 13
14 Fourteen.wav 14
15 Fifteen.wav 15
16 Sixteen.wav 16
17 Seventeen.wav 17
18 Eighteen.wav 18
19 Nineteen.wav 19
20 Twentty.wav 20
30 Thirty.wav 30
40 Fourty.wav 40
50 Fifty.wav 50
60 Sixty.wav 60
70 Seventy.wav 70
80 Eighty.wav 80
90 Ninety.wav 90
Hundred Hundred.wav Hundred
Thousand Thousand.wav Thousand
And and.wav And
Cent cent.wav Cent
Cents cents.wav Cents
Dollar dollar.wav Dollar
Dollars dollars.wav Dollars
January January.wav January
February February.wav February
March March.wav March
April April.wav April
May May.wav May
June June.wav June
July July.wav July
August August.wav August
September September.wav September
November November.wav November
October October.wav October
December December.wav December
First First.wav First
Second Second.wav Second
Third Third.wav Third
Fourth Fourth.wav Fourth
Fifth Fifth.wav Fifth
Sixth Sixth.wav Sixth
Seventh Seventh.wav Seventh
Eighth Eighth.wav Eighth
Ninth Ninth.wav Ninth
Tenth Tenth.wav Tenth
Eleventh Eleventh.wav Eleventh
Twelfth Twelfth.wav Twelfth
Thirtieth Thirtieth.wav Thirtieth
Fourteenth Fourteenth.wav Fourteenth
Fifteenth Fifteenth.wav Fifteenth
Sixteenth Sixteenth.wav Sixteenth
Seventeenth Seventeenth.wav Seventeenth
Eighteenth Eighteenth.wav Eighteenth
Nineteenth Nineteenth.wav Nineteenth
Twentieth Twentieth.wav Twentieth
Twenty-first Twenty-first.wav Twenty-first
Twenty-second Twenty-second.wav Twenty-second
Twenty-third Twenty-third.wav Twenty-third
Twenty-fourth Twenty-fourth.wav Twenty-fourth
Twenty-fifth Twenty-fifth.wav Twenty-fifth
Twenty-sixth Twenty-sixth.wav Twenty-sixth
Twenty-seventh Twenty-seventh.wav Twenty-seventh
Twenty-eighth Twenty-eighth.wav Twenty-eighth
Twenty-ninth Twenty-ninth.wav Twenty-ninth
Thirtieth Thirtieth.wav Thirtieth
Thirty-first Thirty-first.wav Thirty-first

CUSTOMISATION

The functionality of the IVR call flow may be customised to suit your needs on a case by case basis. Additional charges

may apply, please contact one of our Sales representatives (sales@paymentexpress.com) for more information.

Preferably the low level prompts above would not be changed but the need may arise to obtain additional input parameters from the cardholder. It is suggested that any additional prompts appear before the prompts to capture card

information. If this is required please document the process flow as above and supply to your Payment Express Project Manager (once available and project has been initiated) for verification.

One common requirement is to have a merchant provided unique identifier for a transaction. The call script can be structured to have this variable passed in by the merchants system before transferring the call thus making this step

invisible to the cardholder. Alternatively a prompt may be added to ask the cardholder to provide the reference (perhaps an invoice Id).

4.1 TRANSACTION VARIABLES

The IVR on completion of its call script processes transactions via Payment Express' PxPost interface. As such it is possible to customise the PxPost

TRANSACTION OUTCOMES

IVR transactions take place on the Payment Express' system; therefore the need arises to have mechanisms that will allow the Merchants system to become aware of transactions that have been processed. There are various options available to achieve this.

PAYLINE

A user account to log into the Payment Express system to view transactions is made available by default for all Payment Express customers. Reports may also be generated and obtained through this interface.

AUTO REPORTS

A Report that contains transactions processed on a merchant account may be generated and sent on a periodic basis (usually daily). The method of delivery is optional between sFTP and email. Please contact one of our Sales representatives (sales@paymentexpress.com) for more information.

FPRN VIA SOAP

A real-time soap request may be generated with the transaction details and sent to a web server hosted by the merchant. This option allows a merchant to update their system in real time with transaction outcomes. It requires the merchant to develop a SOAP web server that conforms to a specification provided by Payment Express in the WSDL below.

WSDL

TRANSACTION OUTCOMES

    Note:

  • Variable length arrays of key value pairs are utilised for both the security tokens and the transaction information to avoid lax versioning: that is, it does not throw any exceptions for new unknown data members in received data.
  • Unexpected/unrequired key value pairs must be ignored.

LIMITATIONS

The IVR can accept / allow the cardholder to input buttons over the top of the audio files. However, only the last audio file in a prompt (that contains a sequence of audio files) may be skipped by user input.

TESTING

A test IVR will be made available for the merchant to perform validation that the IVR meets their agreed upon requirements. Once the Merchant has signed off the IVR requirements they may request the code be deployed into the production environment. The environment will remain available for 5 working days following the production deployment. After which it may be taken down and made available to other merchants waiting for development testing.

APPENDIX

GENERAL GLOSSARY:

Term Description
Assumption A condition not certain to happen outside the control of the project and necessary for the project or solution to be successful.
Constraint A condition that limits the project or solution is outside the control of the project and needs to be managed around.
Dependency A relationship between conditions where one cannot start or finish until another starts or finishes.
Recovery Point Objective This describes the acceptable amount of data loss measured in time.
Recovery Time Objective This describes the duration of time and a service level within which a business process must be restored after a disaster (or disruption) in order to avoid unacceptable consequences associated with a break in business continuity.
SLC Solution Life Cycle
API Application Programming Interface
BAU "Business As Usual"
EULA End User License Agreement

Payment Express ECOM GLOSSARY:

Term Description
PX Pay Payment Express Hosted Payments Package
PX Post Merchant Hosted Payments Package
3-D Secure 3 Domains Secure. ecommerce environment including Acquirers/Merchants Issuers/Cardholders and Card Schemes. 3-D Secure adds an authentication step for Internet txns where the card holder is redirected to his/her card issuing bank's 3-D Secure page to enter a password or special code. It is currently supported by only some acquirers and only some card issuing banks.
AAV Accountholder Authentication Value. Unique reference generated by MasterCard and Maestro card issuers to prove authentication took place.
CAVV Cardholder Authentication Value. Supplied by card issuer as part of a successful 3D Secure authentication.
BIN Bank Identification Number. The first six digits of the number of various financial cards such as Visa or Mastercard. These digits identify which organization issued it.
CVC/CVV Stands for "Card Verification Code"/"Card Verification Value" it is the 3-digit number on the back of credit cards used for security purposes.
PCI-DSS Payment Card Industry - Data Security Standards.
ECI When processing Internet transactions the Electronic Commerce Indicator (ECI) must be included on the payment transaction message format to show that the transaction originated form an Internet source. If an ECI is sent with values of 5 6 or 7 the transactions are noted as a secure ECI transaction and must be processing card data securely. If transactions are submitted with an ECI value of 8 or 9 the card data is in a non-secure format and the transaction will incur a high MSF (Merchant Service Fee).
MPI Merchant plug-in. Software that facilitates the 3D Secure process (sending and receiving of PAReq/PARes) through to Visa/MasterCard.
FPRN Fail-Proof Result Notification