How do customers call my existing phone number & still take payments?

How to Enable Customers to Call Your Existing Phone Number and Take Payments Securely

This guide explains three methods to configure your telephony system so you can take secure card payments on incoming calls through Paytia.

1. Publish Your New Paytia Number

Overview:

• Provide your customers with your new Paytia number.
• Paytia automatically routes incoming calls to your preferred destination.

Best For:

• Dedicated payment lines or scenarios where you're happy to provide customers with a new number.

Steps:

1. Publish your assigned Paytia number to your customers.
2. Configure the call forwarding destination within Paytia’s portal to route calls to your business line or department.
   
   

2. Instruct Your Phone Company to Forward Calls to Paytia

Overview:

• Keep your existing published phone number.
• Ask your telephone company to forward incoming calls to your Paytia number.

Steps:

1. Contact your telephone carrier or service provider.
2. Request a call forwarding setup to redirect calls from your current number to your Paytia number.
3. Ensure the number Paytia forwards calls to is distinct from the original number dialed by customers.
4. Optionally, port your existing number to Paytia for seamless integration.

Advantages:

• Customers continue to use your existing phone number.
• Reduces the need for updating contact details in public domains.
  
  

3. Divert Payment-Related Calls from Your PBX to Paytia

Overview:

• Configure your phone system to redirect specific calls (e.g., to Sales or Accounts) to your Paytia number.
• Paytia routes these calls back to the correct department.

Requirements:

• A PBX with extensions that have Direct Dial-In (DDI) numbers.
• Cloud-based PBX (not compatible with legacy on-site PBX systems).
• Ensure call recording is only set up on the agent's side to avoid recording the leg connecting to Paytia.

Steps:

1. Access your PBX or cloud-based phone system configuration.
2. Set up rules to forward payment-related calls to your Paytia number.
3. Configure Paytia to forward those calls back to the respective department or agent extension.

Tips:

• Ensure externally reachable DDIs are configured correctly.
• Collaborate with your PBX provider if needed.
  
  

Visual Representations of Call Flow

1. Customers Call Paytia Number Directly:

   • Customers dial the Paytia number → Paytia forwards the call to your business telephone number.

2. Forwarding Calls Through Your Carrier:

   • Customers dial your existing number → Carrier forwards the call to Paytia → Paytia routes the call back to your business line.

3. Using PBX for Payment Calls:

   • Incoming calls route to PBX → PBX diverts payment calls to Paytia → Paytia securely processes the call and routes it back to the appropriate department.

Final Considerations

• Use the method that best fits your operational setup and customer interaction preferences.
• Always confirm compatibility with your telephony provider or PBX system.
• If you encounter any issues, consult Paytia's technical support team at techsupport@paytia.com.