New Process for Transferring Payment-Related Phone Calls

PCI Compliance, in partnership with Information Services, is introducing a new process to strengthen our PCI compliance for payment-related phone calls. This update impacts all team members who may receive calls from customers intending to make a payment.

Why This Matters

As our communication and telephony platforms continue to evolve, protecting sensitive payment information remains a top priority. Following this new process helps safeguard our customers’ data, ensures compliance with PCI standards and reinforces trust in our payment systems. Every team member plays a role in maintaining this commitment to data protection.
______________________________________________________________________________________________________________

How to Transfer a Caller Intending to Make a Payment

Standard Cisco Users

(Applies to all users with a Cisco physical desk phone or Cisco Webex softphone)

Before transferring, inform the caller that they should call Customer Service at 832-824-2300 directly in the future.

Cisco Physical Desk Phone

  1. Press the Transfer button

  2. Enter **42300

  3. Immediately press the Transfer button again

Webex Softphone

  1. Select More Options (…) on the active call screen

  2. Choose Transfer

  3. Enter **42300 on the dial pad

  4. Click Call

  5. Immediately click Complete Transfer

Call Center Agents (Non-Payment Takers)

This applies to team members who log into Cisco Finesse, including Clinics, Hospitals, and Customer Service teams.

In Cisco Finesse, use a Direct Transfer (also known as a cold or blind transfer):

  1. While on the call, select Direct Transfer

  2. Enter **42300, then immediately press Direct Transfer

  3. The call will automatically transfer and disconnect, ensuring PCI compliance

  4. Return to a ready state to continue taking calls
     

Important: Consult (warm or attended) transfers are not PCI compliant and should not be used for payment-related calls.

Microsoft Teams Users

Team members using MS Teams should not transfer payment-related calls.
Instead, advise the caller to contact Customer Service directly at 832-824-2300.

______________________________________________________________________________________________________________

Following this process is essential to maintaining PCI compliance and protecting sensitive payment information. Thank you for your attention and for helping keep our systems secure.

Print PDF