Providing improved contact center agent assistance during a secure transaction involving an interactive voice response unit

A system for assisting an agent processing a transaction involving sensitive information, comprising:

• a call handler configured to bridge a second voice over internet protocol (“VoIP”) call leg onto a call with a remote party, the call comprising a first voice over internet protocol (“VoIP”) call leg involving an agent,
• wherein the call handler is configured to:
• retrieve a prompt-type parameter stored in memory prior to the call to determine whether a prompt for sensitive information is to be provided by the agent or an interactive voice response unit;
• provide audio comprising speech from the agent to the remote party,
• block dual tone multiple frequency (“DTMF”) tones originating from the remote party from being provided as audio to the agent during the transaction, and
• provide generic audio indications (“GAI”) correlating to the DTMF tones originating from the remote party to the agent during the transaction, wherein the GAI do not indicate a numerical value corresponding to the DTMF tones;
• the interactive voice response unit (“IVR”) configured to receive a series of messages conveying numerical information from the call handler,
• wherein the series of messages indicate the numerical information conveyed by the DTMF tones generated by a phone device used by the remote party in response to the prompt for the sensitive information during the transaction, and
• wherein the second VoIP call leg connects the IVR;
• and
• a computer used by the agent configured to:
• display a prompt script to the agent after the call handler determines the prompt-type parameter indicates the prompt for the sensitive information is to be provided by the agent;
• display a series of generic visual indicators (“GVI”) on a pop-up window,
• wherein the pop-up window appears after the agent causes the IVR to be bridged onto the call using the second VoIP call leg,
• wherein the series of GVI correlates to the DTMF tones generated by the phone device used by the remote party, and
• wherein the series of GVI do not indicate the numerical information to the agent.

A non-transitory computer readable medium storing instructions that when processed by a computer processor to:

• transmit a first message to a call handler processing a call in response to an agent invoking a transaction for processing sensitive information comprising numerical values provided by a remote party on the call;
• receiving a second message after transmitting the first message, the second message comprising text of a prompt for the sensitive information to be displayed to the agent after the call handler determines a prompt-type parameter indicates prompts are to be provided by the agent, wherein the prompt-type parameter is stored in memory prior to the call;
• receiving a series of messages corresponding to entry of the sensitive information by the remote party, wherein the series of messages cause a series of generic visual indicators (“GVI”) displayed to the agent, wherein each generic visual indicator does not indicate the numerical values of the sensitive information;
• receive a message thereby causing an indicator to be displayed to the agent representing the sensitive information has not been validated by an interactive voice response unit (“IVR”);
• generate a recollect message to the IVR in response to the agent selecting a recollect function indicator;
• and
• receive a message causing the indicator and the series of GVI to be removed from being displayed to the agent.