*************ECKOH TROUBLESHOOTING*************

IF THE CUSTOMER IS USING THEIR SPEAKER PHONE THEN POLITELY ASK THE CUSTOMER TO COME OFF THEIR SPEAKER AS THE ECKOH APPLICATION WILL BE UNABLE TO RECOGNIZE THE NUMBERS WHIC CAN PREVENT THE PAYMENT FROM PROCESSING


IF THE CUSTOMER IS FLUSTERED OR MAKES A MISTAKES RESET THE ENTRY BY ENTERING POUND 1 (#1) ON YOUR TELEPHONE KEYPAD
ALTERNATELY, YOU CAN INSTRUCT THE CALLER TO PRESS STAR(*) AND RE ENTER THEIR CARD NUMBER FOLLOWED BY THE POUND KEY.


IF THE CUSTOMER TAKES MOR THAN 15 SECONDS BETWEEN DIGITS OR TAKES MORE THAN 15 SECONDS TO HIT POUND INSTRUCT THE CALLER TO PRESS STAR(*) AND RE ENTER THEIR CARD NUMBER FOLLOWED BY THE POUND KEY

IF YOU HEAR "PAN LENGTH ERROR" THIS INDICATED THAT A CALLER DID NOT ENTER 15 OR 16 DIGITS BEFORE PRESSING POUND
INSTRUCT THE CALLER TO PRESS STAR(*) AND RE ENTER THEIR CARD NUMBER FOLLOWED BY THE POUND KEY (#)


Eckoh

Eckoh is a system that generates a tokenized credit card number in order to protect customer's information from the risk of fraud.

Eckoh is access from the Applications menu in CRM:

You enter in the call ID number
The customer enters their credit card number into their phone
Once the customer selects the pound button a token appears
CALL ID#*

**ECKOH ALLOWS US TO PROCESS PAYMENTS SECURELY. CUSTOMERS SHOULD NEVER VERBALLY PROVIDE THEIR CREDIT CARD INFORMATION. **