This article provides information about CallStream's Union solution in the PCI module, and issues agents may encounter while connecting to CallStream's Vault platform to take payments.
CallStream's Union solution allows calls to be routed to CallStream's Vault platform only when a payment takes place. When a call arrives the customer is connected to the call center agent as normal.
At the point at which the agent needs to take payment, the agent 'parks' the caller and transfers them to an external number (Secure DDI) on the Vault platform, preferably using a speed dial or pre-programmed button on their handset.
Momentarily the caller will be disconnected from the agent whilst the call is transferred to Vault. During this time the agent needs to be held in a call wrap-up state so they are not connected to any new callers currently queuing.
The instant the call is detected on the Secure DDI, the Vault platform will play the caller a combination of hold music or a short comfort message. At the same time, the platform will be redialling the agent’s direct number (Return DDI). Once the agent answers the incoming call, the customer is reconnected and the agent is then able to collect card details securely and process a payment in conjunction with the Virtual Terminal solutions provided.
If the call is not reconnecting to the agent's DDI, there might be an issue with the phone system connectivity or the Carrier network at the time of the transaction. Reach out to CallStream support if you have confirmed the issue is not caused by connectivity problems.
Report the issue to BCH by creating a ticket in the Help Desk. In the ticket, provide details about the unsuccessful call attempts. This information can be acquired by going to Management & Reports > Call Reports. Once the ticket has been created, post the incident number in the Zendesk ticket as an internal note. Relay any information from BCH to the customer as well as from the customer to BCH.