Payments during agent calls
How do we take a payment during an agent call so the card data never reaches the agent or the recording, and the payment posts to billing before the call ends?
Hand the payment to a secure screen while the agent stays on the line. Callvu prefills the account and the amount due from the billing system, the agent sends the customer a link by text or reads the one-time code, the customer enters the card or bank details on a process-controlled screen the agent and the call recording never see, the payment is authorized and tokenized, the agent sees only the result, a declined or partial payment is chased with an alternative method on the same call, and the payment posts to the billing system with the confirmation sent and the collections hold lifted where one applied. Live at AT&T.
Live at AT&TSimpleCallvu moves: prefill, chase and verify, write back
Last updated November 7, 2026.
The problem today
The agent read the card number back for confirmation, on a recorded line, and the recording became cardholder data.
A customer calls to pay. The agent takes the card number by voice, keys it into the billing screen, and the call recording keeps it forever. The contact center's desktops, the recordings and every agent are inside the cardholder data environment, which means the assessment covers all of them, and one agent's note on a sticky pad is a breach. Pause-and-resume recording helps until someone forgets to press pause.
The standard's answer is to keep the data out of the agent's environment: the customer enters it on a screen the contact center does not host, the token comes back, and the agent, the desktop and the recording fall out of scope. The payment still has to post to the billing system while the customer is on the line, because a payment promised and not posted is the next call.
A payment the agent never touches is a payment the auditor never asks about.
How it runs
From the requestto the system of record.
A customer on a call with an agent wants to pay. The agent starts the payment from the account screen and Callvu prefills it.
- Customer
- Enters the card or bank details on the secure screen on their phone and confirms the amount.
- Agent
- Starts the payment, stays on the line, sees only the status and the result.
- Callvu
- Prefills, sends the link, captures and tokenizes, chases a decline, posts and confirms.
Prefill the payment
The account, the balance, the amount due, the due date, the stored payment methods (as tokens) and any arrangement are prefilled from the billing system; the agent confirms the amount with the customer and selects a stored method or a new one.
Send the secure screen
The customer receives a link by text (or a short code read on the call) to a process-controlled screen where they enter the card or bank details; the screen is served outside the contact center's environment, the agent's desktop shows only a masked status, and the call recording continues without capturing anything.
Chase and verify
The payment is authorized and the method tokenized; a decline, an expired card or a mismatched postal code is shown to the customer on the screen with the reason, and the agent is told to offer another method or an arrangement on the same call; the customer confirms the amount before the authorization.
Write back
The payment posts to the billing system with the token, the amount, the channel and the agent reference, the confirmation goes to the customer, a collections hold or a suspension flag is lifted where the payment clears it, and the agent sees the posted balance before ending the call.
Where it ends: The customer paid on the call without the card data reaching the agent, the desktop or the recording, and the payment is posted to the billing system, the system of record, with the confirmation sent. The Decision Trace shows the amount, the method and any decline handling; the Audit Trace shows the link, the capture (tokenized), the authorization and the posting with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The agent's account screen on a call; the customer pays on their phone from a text link.
The back office
Billing receives a posted, tokenized payment; the PCI assessor sees the contact center out of scope.
The Decision Desk
- A payment above the agent's limit, a disputed amount or a repeated decline on a suspended account goes to the billing desk in the Decision Desk with the account and only the allowed outcomes (accept, offer an arrangement, or hold).
Proof
Live at AT&T.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
AT&T Business deployed a secure payment workflow to 55,000 agents in 5 weeks.
ATT-02 · Customer-attested · verified 2026-11-02
AT&T Business reached 96%+ payment completion.
ATT-04 · Self-asserted · verified 2026-11-05
At AT&T, Callvu cut payment abandonment from 40% to 8% and handle time by 23%, and put 12 workflows live in 6 weeks.
ATT-06 · Self-asserted · verified 2026-11-05
At AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.
ATT-03 · Customer-attested · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
Does the agent ever see the card number?
No. The customer enters it on a secure screen on their phone; the agent sees a masked status and the result, and the recording captures nothing.
What happens on a decline?
The customer sees the reason on the screen and the agent offers another method or a payment arrangement on the same call.
When does the payment post?
On the call, to the billing system, with the confirmation sent and any suspension released where the payment clears it.
Related processes
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