Content Comparison

1. Stakeholders & Status

2. Confidentiality Note

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3. Problem Statement

A significant challenge for both domestic and international travelers is that 10-15% of merchants do not accept online payments, leading to a poor customer experience. To address this issue, an IVR-based payment solution is proposed to facilitate secure online payments using card details and DTMF input.

4. Proposed Solution

Phonon will provide an IVR-based solution to securely capture sensitive card information over the call using DTMF input. The system will process transactions through the payment gateway APIs provided by Reward360.

5. Pre-Requisites

5.1 IVR Scripts

• The script played to the customer when the call is transferred to the Phonon inbound flow to collect card details.

5.2 API Documents

• Sample API request body and response for:

  • OTP Generation

  • OTP Validation

  • Payment Gateway Integration

5.3 Fallback Cases

• Define a fallback mechanism for API failures, detailing how the IVR will handle errors and customer responses.

5.4 SMS Details

• Required information for SMS delivery:

  • Registration ID (PE ID)

  • SMS Sender ID

  • DLT-approved SMS Template ID and content

6. Architecture Diagram

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7. Overview of IVR Flow

7.1 Customer Initiation

• The customer contacts the Reward360 call center for assistance.

• The call center agent collects all necessary transaction details except sensitive card information (full card number, CVV, and OTP).

7.2 Call Transfer to IVR

• The call center agent transfers the call with the prerequisite transaction details to the Phonon DID number where Phonon sets up an IVR journey.

• Alternatively, the call center agent transfers the call to Phonon DID, and Phonon invokes the Reward360 API to fetch transaction details.

• The customer is connected to the IVR system for payment processing.

7.3 Payment Processing via IVR

• The IVR system prompts the customer to enter their card number and CVV securely via DTMF input.

• The IVR system invokes an API from Reward360 to generate an OTP for authentication.

• Phonon triggers an SMS with the OTP received in the API response.

• The customer enters the OTP via DTMF input.

• The IVR system captures the OTP and invokes the Payment Gateway API (provided by Reward360) to validate and complete the transaction.

7.4 Transaction Confirmation

• Upon successful payment, the customer receives a confirmation notification from the merchant.

7.5 Payment Settlement

• The Payment Gateway processes the settlement of funds to the merchant's account.

• Settlement timelines align with the agreed SLAs between Reward360 and the Payment Gateway provider.

8. Dependencies & Open Pointers

8.1 Call Transfer Mechanism

• Define how the call center agent will transfer the call to Phonon (e.g., SIP transfer, DID forwarding, or API-based call handoff).

8.2 Data Transfer from Call Centre to Phonon

• Specify how the call center will securely transfer transaction details to Phonon (e.g., API, SIP headers, or secure database query).

8.3 API Requirements

• Sample API request and response for:

  • OTP Generation API

  • OTP Validation API

  • Payment Gateway API

  • Successful Payment Confirmation API