DTMF suppression explained

Traditionally the only way organisations have maintained PCI compliance is to keep call archives data-free. In the past, techniques such as switching off call recording altogether or pausing and resuming recording have been used. Whilst these can be considered PCI compliant, it is still allowing your employees access to the card details and it also raises an issue when you require a full untouched call recording.

DTMF (Dual Tone Multi Frequency) is a signalling system based on a set of standard tones which are created by pressing keys on the telephone keypad. This method of key entering is used with our ‘PCI Agent’ solution. Customers are advised to enter their card details into the keypad, in turn creating DTMF tones which are used to automatically detect the card data, and suppress it before it hits the recording system.

So what are the benefits?

  • The agent is in continual contact with a caller
  • No need for pausing and resuming recording
  • Full calls can be safely and easily recorded with no risk of non-compliance
  • Agents are presented with asterisks and cannot see the numbers which are being entered

Using DTMF suppression solutions in the past also used to be laborious, as an in-house solution was often required. With our solution, everything is cloud-based and there is no requirement to install any on-site systems. To find out more please drop us an email at [email protected], or call us on 0330 022 0660.