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IVR-Based Payment Solution - Reward 360 v1.0

IVR-Based Payment Solution - Reward 360 v1.0

Owned by Mahesh Bhosale
Last updated: about 13 hours ago
3 min read

1. Stakeholders & Status

1

Document Owner

@Mahesh Bhosale

2

Document Reviewer

@Anand Dubey

3

Document Status

IN PROGRESS

2. Confidentiality Note

This document has been developed by Phonon.io for the sole and exclusive use of the customer / prospective customer with whom this document is being shared. Further, this document has been provided by Phonon.io to the recipient in good faith and based on a request from the recipient for the same. This document is a confidential document and contains confidential product technology, workflow, and commercial details that are for the sole usage of the intended recipients of this document. Recipients are advised not to share this document with any third party that is not the intended recipient of this document and neither to bring this document in full or parts into the public domain. Any unauthorized access may be brought to Phonon.io’s notice immediately. Phonon.io is free to take any legal action it deems necessary against any person or entity that violates this confidentiality agreement. Phonon.io is bound and governed by the rules of the state of Gujarat in India. In case you are not in agreement with the terms set in this clause or are not an intended recipient of this document, please destroy the document and intimate us of the same at responsibledisclosures@phonon.io

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

Reward360 Call Flow.drawio.png
High-Level Architecture Diagram

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

This document has been developed by Phonon.io for the sole and exclusive use of the customer / prospective customer with whom this document is being shared. Further, this document has been provided by Phonon.io to the recipient in good faith and based on request from the recipient for the same. This document is a confidential document and contains confidential product technology, workflow and commercial details that are for the sole usage of the intended recipients of this document. Recipients are advised not to share this document with any third party that is not the intended recipient of this document and neither to bring this document in full or parts into the public domain. Any unauthorized access may be brought to Phonon.io’s notice immediately. Phonon.io is free to take any legal action it deems necessary against any person or entity that violates this confidentiality agreement. Phonon.io is bound and governed by the rules of the state of Gujarat in India. In case you are not in agreement with the terms set in this clause or are not an intended recipient of this document, please destroy the document and intimate us of the same at info@phonon.io.