DTMF Masking Functional Test - Contact Center Payment Calls

Monthly inspection to verify DTMF masking is functioning on payment calls so keypad-entered card digits are suppressed and do not reach the agent, call recording, or downstream systems.

Inspection Details and Test Scope

• Inspection date and time recorded
• Site, queue, or campaign identified
• Test call type confirmed as payment call with DTMF entry
• Inspector and observer names recorded

DTMF Masking Behavior

• Keypad-entered digits were suppressed from the agent experience
• Keypad-entered digits were not audible to the agent
• Keypad-entered digits were not visible in agent desktop or softphone logs
• Masking activated before the first payment digit was entered

Recording, Transcript, and Storage Controls

• Call recording excluded the card digits
• Speech-to-text transcript excluded the card digits
• No sensitive payment data was stored in logs, analytics, or QA artifacts
• Recording review evidence attached

Agent and System Response

• Agent followed the approved payment-handling script
• System returned the expected masked or tokenized payment prompt
• Any error, fallback, or unmasked prompt observed

Findings, Deficiencies, and Sign-Off

• Deficiencies or non-conformances documented
• Corrective actions assigned with owner and due date
• Inspector signature captured