Secure IVR Playback

The Secure IVR Playback feature enables callers in an Interactive Voice Response session to enter DTMF digits securely through a telephone keypad and hear the corresponding DTMF digits as feedback. Call recordings and keyword spotting diagnostic recordings do not include the entered digits. The digits are not present in log or tracing files, other people on the phone cannot hear them, and they are encrypted 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.

PCI compliance is a requirement in some countries - there cannot be the ability to see sensitive data, for example, social security numbers, credit card numbers, and PINs.

CIC has no control over streams that leave the system.

This feature is part of the Secure Input feature implementation. For more information about secure IVR playback, see the Secure Input Technical Reference in the CIC Documentation Library.