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Enable Secure IVR Playback Feature

The Secure IVR Playback feature, as part of a Secure Input feature implementation, enables callers in an Interactive Voice Response session to provide DTMF digits securely through a telephone keypad and hear the corresponding DTMF digits as feedback. Interaction Media Server does not include the entered digits in call recordings or keyword spotting diagnostic recordings. Interaction Media Server does not include the digits in log or tracing files, and no one else on the call can hear them. Interaction Meida Server encrypts the digits between all points within the CIC system to ensure security and to meet PCI compliance standards. The Secure IVR Playback feature works for internal calls, external calls, and ACD-routed calls.

Note: Genesys is not responsible for external network entities that do not conform to PCI compliance standards. To ensure the data security of callers into your contact center, work with your network providers to ensure that they meet all necessary PCI compliance standards.

Secure IVR Playback licensing

The Secure IVR Playback feature requires the following feature licenses in your CIC license:

Secure Input
Interaction Text-To-Speech and applicable languages

For more information about Interaction Text To Speech licenses, see Interaction Text To Speech (ITTS) licenses.

You apply the CIC license through Interaction Administrator. For more information, see the Interaction Administrator documentation.

For more information about Interaction Text To Speech, see the CIC Text To Speech Engines Technical Reference.

Note:

The Secure IVR Playback feature is only available with Interaction Text To Speech and is not compatible with other text-to-speech solutions.

Secure IVR Playback configuration

Once you apply the CIC license in Interaction Administrator, you start the Secure IVR Playback feature through customization of handlers in Interaction Designer.

In a handler using the Secure Input initiator, modify the Play audio file tool step by entering x‑inin‑audiosrc:securedigits in the Audio file name field. This step instructs CIC to replay the captured DTMF digits securely.