Why can't my customer confirm the amount?

Why can't my customer confirm the amount?

Why are customer key presses not being accepted?

The Paytia platform works by listening for key presses from your customer's telephone. When each key is pressed a sound is generated representing either the number, * or # character selected. Paytia listens for these tones to allow the customer to progress through the secure payment process.
 
Sometimes DTMF tones aren't being sent from the customer's phone to yours. If this happens again, press * on the dial pad. This will return you with the customer to converse again with each other. Tell the customer to press some of the dial pad buttons to see if you can hear any tones, if you can hear the tones that means that they are coming through correctly.
 
If you do not hear any tones, tell your customer to call back (or you call the customer back) and try the transaction again.


Below is a guide on how to test this

Step 1. Make a call into the business and speak to an agent, whilst speaking, press any of the keys on your keypad (You need to see if your agent can hear any of the key tones from the pad)

Step 2. If they do hear the tones, transfer the call to Paytia (Press 7-2-9)

Step 3. Now, press the keys again, if you cannot hear any of the tones that means you are not sending them out to us.

If this persists to not relay the tones on the call, you will need to contact your call provider. Something is not forwarding the tones from the first call leg to the second call leg.

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