Work Flow Document

Payment Gateway Solutions on

IVR Platform
Mode of Communication

 Incoming SMS can initiate an

Automated Outbound Call to the
Mobile Number.


 Automated Outbound Calling



 Incoming Calls

 1 Incoming SMS Message
False
Number is sent to Insurance
User Sends SMS Company Backend System If Data Found

True

Policy Details Picked up and Details

Go to Process 3-A of Sent to IVR Middle Ware Server..
3A WorkFlow

Go to Process 3-B of
3B WorkFlow
 Incoming
2 Call to Toll Free Number / 10 Digit Mobile No

False
User Calls a 10 Digit User Number is sent to
Number/ Toll Free Insurance Company If Data Found
Number Backend System.

True

Go to Process 3-A of Policy Details Picked up and Details

3A WorkFlow Sent to IVR Middle Ware Server.

Go to Process 3-B of
3B
WorkFlow
 3 Automated Outgoing Call to Consumers

False
Insurance Company Data is Populated in the If Call
Provides Policy IVR Middle Ware Server Connected
Details and Mobile and OutBound Call is
Number of the initiated.
Customers.
True

Go to Process 3-A of
3A WorkFlow

END Call Retry Outbound Call for 3

times.
 Call
3 A Workflow after User connected to the Inbound / Outbound Call

Customer Data is For Value 1

picked from the
Middle Ware Server Customer is asked if he Accept User
and prompt is played wishes to make an Input
giving the user Details Online Premium Payment
on Policy No, for the Policy by pressing
Premium type and 1 or 2.
Amount.
For Value 2

Message thanking
END Call the user for choosing
the insurance
company is played

4
 Call
3 B Workflow after User connected to the Inbound / Outbound Call

Details of the Policy is retrieved Customer is asked if he

Customer is asked to from the Insurance Company Back wishes to make an
enter his Policy No for End System and Loaded to the IVR Online Premium Payment
which he needs to Middle Ware and prompt is played for the Policy by pressing
make a payment. giving the user Details on Policy 1 or 2.
No, Premium type and Amount.

For Value 1

Accept User
Input

For Value 2

Message thanking the user for

END Call choosing the insurance company is
played

4
 Call
4 Workflow after User connected to the Inbound / Outbound Call

For
Valid
User is asked to
Select the Credit Card User is requested to Check
Merchant enter 16 digit credit Card Input
(Visa/MasterCard) by No.
pressing 1 or 2
For Invalid

For User asked to punch in details

2 again

Check Play the Credit Card No

5 Input Entered and accpet
confirmation from the
For customer by pressing key
1 1/2.
 5 Credit Card Credentials Collection Process

Accept 3 Digit CVV For

Number from the User 1
Accept Expiry Month
and Year of Card in and request conformation Check
mm-yy format. for processing by Input
pressing 1 to accept and
2 to decline

For 2

END Call Message thanking the user for

choosing the insurance company is
played

Credit Card Information

6 and Amount Sent to
Payment Gateway for
processing over Secure
Link.
 6 Payment Gateway Response Process

Transaction ID captured Card Information and

Check Success from Payment Gateway CVV information Flushed
Payment Gateway from the IVR Middle
Ware Server
Response

Failure Transaction ID, Policy No and

Amount Updated at Insurance
Company Backend.
Card Information and CVV
information Flushed from the
IVR Middle Ware Server
Credit Card Information and Amount
Sent to Payment Gateway for
processing over Secure Link.
User Informed of Unsuccessful
Transaction and Thank You message
Played.
User Informed of Successful
END Call Transaction and Thank You message
Played.