Payments
Take card payments on calls without hearing the card
Connect your Stripe account, then take card payments typed on the caller's keypad, kept out of agents' ears, recordings and transcripts.
Watch the video
Steps
Know what it does
Card payments on calls lets you take a card payment during a call while the card stays away from your team. The customer types the card on their phone's keypad. Your phone system sends it straight to your card provider and gets a token back, and Ringura charges the token. The card number, expiry date and security code never reach the agent, the call recording, the transcript or Ringura's database. Agents see how many keys were pressed and, at the end, the card brand and last four digits.
Bring your own Stripe account
Payments go into your own Stripe account. On the provider field the console says: Test mode charges nothing and needs no account. Stripe needs raw card data access and MOTO enabled on your Stripe account. Ask Stripe to enable both on your account, then copy your publishable key (
pk_live_orpk_test_) and a secret key (sk_) or restricted key (rk_) from the Stripe dashboard.Open the settings page
Administrators choose Card payments on calls in the menu. Under Card provider, set Provider to Test mode (no real charges) to try the flow end to end, or to Stripe to take real payments.
Enter your Stripe keys
Fill in Publishable key and Secret key. The secret key is kept in the vault; only a reference is stored, and it is never shown again. When you change other settings later, leave Secret key empty to keep the current key. Saving Stripe without both keys is refused.
Set limits and the automatic pause
Choose the Currency and the Largest single payment (5000.00 until you change it). Leave Treat as a telephone order (MOTO) ticked so Stripe handles the payment as a telephone order. Tick Pause the recording automatically when card details are mentioned to pause the recording when a live transcript line sounds like card details are about to be given. Longest pause (seconds) is 30 to 900 (180 by default): a pause lifts by itself after this long, and always when the call ends.
Add the prompts the customer hears
Fill in Recording: ask for the card number, Recording: ask for the expiry date (MMYY), Recording: ask for the security code and Recording: ask again after a mistake with recordings on your phone system, in the form
custom/card-number. A prompt you make in typed voice prompts can be used here. Without prompts the customer hears a beep before each field. Choose Save.Take a payment on a call
On your own connected call, open the softphone and choose Card payment. Enter the Amount, the Currency and a Reference: what the payment is for, with no card or account numbers. Choose Ask the customer to type the card. Ask the customer to type the card number and then #, the expiry date as four digits (MMYY), and the 3- or 4-digit security code.
Follow the payment
The sheet shows Waiting for the customer to start typing, then each field with the number of keys pressed, then Charging the card, then the amount paid with the card brand and last four digits. While the customer types you hear one flat tone per key; the customer is out of your audio until they finish. Cancel calls the payment off while the customer is typing. The recording resumes whatever the outcome.
Pause the recording by hand
If a customer starts reading card details aloud, choose Pause recording in the Card payment sheet, and Resume recording when they have finished. The live transcript stops for the same time. A pause lifts by itself after the longest pause you set, and always when the call ends.
Take payments in a call flow
In Flows, add a Take payment step to a voice flow: The caller types their card on the keypad and the payment is taken. The recording and transcript are paused for the whole step. Set the Amount (such as 25.00, or a flow variable set earlier), Currency, Reference, the four prompt recordings and Retries (0 to 3). The flow learns only whether the payment succeeded, was declined or failed (in paymentStatus), and continues on its next or failed exit. See Build a flow or phone menu (IVR).
Review the payments
The settings page lists Recent card payments with When, Amount, Reference, Taken by (Agent on a call or Call flow), Card and Status: Started, Charging, Paid, Declined, Failed, Cancelled or Timed out. On a call's recording, every interval when the recording was paused is listed with who or what paused it.
Good to know
- Secure card payments on calls is a paid feature, priced per person. An administrator switches it on or off for the account, a team or a person on Feature access. While it is off, the Card payment button is hidden, the settings page is refused, and a Take payment step in a flow fails and takes its failed exit.
- Administrators set up the provider. Administrators, supervisors and agents take payments, each on their own call only. An owner or reseller acting as your account cannot take a payment.
- A payment above the Largest single payment is refused. A reference that holds a long run of digits (12 or more) is refused, because it could be a card number.
- If the provider is Stripe and a key is missing, every payment is refused until both keys are saved. If your phone system is not connected, pausing and payments are refused.
- A card that asks for 3-D Secure is declined: nobody is at a browser to confirm it. Treat as a telephone order (MOTO) asks Stripe to treat the payment as a telephone order, outside Strong Customer Authentication.
- If Stripe cannot be reached, the payment shows Failed. Check the payment in your Stripe dashboard, which is always the record of what was charged.
- If the softphone shows The PBX did not confirm the recording pause, the recording may not be paused. Do not let the customer read card details aloud; use Ask the customer to type the card instead.
- The automatic pause needs live call transcripts, because it listens to the transcript. It reacts to phrases such as card number, expiry date and security code in English, German, French, Spanish, Italian and Arabic, at most once every 30 seconds per call.
- Any card number or spoken security code that reaches a transcript is replaced, and transcript lines from a paused interval are dropped.
- Refunds and voids are done in your Stripe dashboard. Stripe is the only card provider today.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.