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Interaction Administrator Help
Overview of secure input forms
You can define secure input forms to allow your customers to enter confidential customer information without divulging that information to agents. During a call, if an agent needs to capture confidential information, the agent can start a secure session. The customer can then use the IVR system to enter confidential information. After the customer has completed the IVR and entered all of the necessary confidential information, the agent can re-engage with the customer to conclude the call.
You manage secure input forms in the Secure Input Forms sub-container, which is found under the People container.
Before you can use any other secure input features, you must enable the Secure Input feature. You must also do the following things:
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Assign a secure input form to a workgroup.
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Assign the Secure Input and Initiate Secure Input Interactions security rights to users.
For more information on how to enable the Secure Input feature, see Enable secure input. For more information about the Secure Input feature, see the Secure Input Technical Reference document in the Technical Reference Documents section in the PureConnect Documentation Library.