PADLOCK Panel

This is accessed by clicking the button on the Interactions panel during a call. In some configurations, it may also be opened automatically by a third-party application such as a CRM system.

Use this panel to take PCI-compliant credit and debit card payments from the customer.

You can operate this panel by using your mouse or keyboard (see Accessibility Features).

Label 1

Panel help and control buttons

	Displays this Help page.
	Expands a single-width panel to double width, or a double-width panel to maximum width. Maximum width takes up all of the available workspace to the right.
	Collapses a double-width panel to single width, or a maximum width panel to double-width.
	Hides the panel. You can restore it by clicking its PADLOCK button in the Interactions Panel. (Where applicable, a third-party system can also restore the panel.)
	Closes the panel and cancels any payment that is in progress.

Label 2

Payment Details
Section

Payment Service Provider

Displays the name of the default payment service provider configured for your organisation. The Change button (if available) allows you to select a different payment service provider. Additional fields may be displayed depending on the provider you have selected.

Note: in some deployments, this field may be labelled differently (for example, 'Payment Interface' or 'Merchant Account').

Transaction Type

Use this to select the type of transaction. For example, 'Immediate Payment'.

Transaction Amount

Use this to enter the amount that the customer is paying. The currency is determined by the payment service provider you are using. (This field is not applicable to the 'Create RCP Token' transaction type.)

Add Payment (not applicable to the 'Create RCP Token' transaction type)

Clicking this button displays an additional Transaction Type and Transaction Amount field to allow you to add a payment of a different type with the same payment card:

In this additional payment section of the panel, the Add Payment button allows you to make a further additional payment (up to three additional payments are permitted).

Clicking the button cancels the additional payment by hiding the additional payment fields.

Card Information Section

Name on Card (mandatory)

Use this to enter the name of the customer as it appears on their card.

Reference (mandatory)

Use this to enter a reference for the payment.

Issue Number (if applicable)

Use this to enter the card's issue number.

Start Date (if applicable)

Use the drop-down list to select the card's Start date.

End Date (mandatory)

Use the drop-down list to select the card's End date.

Request Card Number button

Click this to take the customer's card number. The call is locked (the phone line is muted) and the customer is played an audio prompt asking them to enter their card number. Asterisks appear below the button as the customer enters the digits of the card number.

A green tick indicates that the customer has entered the card number correctly.

Label 2

Request Security Code button

Click this to take the customer's card security code. The call is locked (the phone line is muted) and the customer is played an audio prompt asking them to enter their security code. Asterisks appear below the button as the customer enters the digits of the security code.

A green tick indicates that the customer has entered the security code correctly.

Label 2

Call Locked/Unlocked Indicator

Call Locked	The phone line is muted and monotone beeps are heard as the customer enters their card number or security code securely.
Call Unlocked	The phone line is open allowing a conversation between the customer and yourself.

Label 2

Payment buttons

These buttons are enabled when the card number and security code have been entered correctly.

Cancel Payment	Hides the PADLOCK panel. You can restore it by clicking the PADLOCK button in the Interactions Panel.
Authorise	Submits the payment to the payment service provider for authorisation provided all mandatory information has been entered correctly. (Any incomplete fields are highlighted by messages displayed in red.)