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How do I install & configure the Intelligent Voice PCI redaction app for Zendesk?

Gary Cahalane
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Installation

  1. Install the Intelligent Voice PCI Redaction app from the Zendesk App Store, by clicking the Free Trial button in the top right hand corner of the App Store listing: https://www.zendesk.com/apps/support/intelligent-voice-pci-call-redaction/  Note: applications other than the Zendesk Talk application, e.g. Amazon Connect Zendesk Integration, are not currently supported.
  2. Create a new API token from Zendesk.  Details on how to do so are available from Zendesk themselves here: https://support.zendesk.com/hc/en-us/articles/226022787-Generating-a-new-API-token- The email address must be of a Talk Agent with Administrator privileges
  3. Register the API token at https://enroll.intelligentvoice.com/ with:
    • Your Zendesk subdomain: subdomain.zendesk.com
    • The same email address of the Talk Agent with Administrator privileges used to create the API token from Zendesk in step 2 above
    • Your new Zendesk API token from Zendesk
  1. If you require Call Transcripts to be displayed in the Support Tickets, or / and for the original unprocessed recording to remain on the Support Ticket after the one processed by Intelligent Voice has been added, email support@intelligentvoice.com to let us know
  2. Check that you have received an email from support@intelligentvoice.com within 48 hours confirming your installation.  
  3. Once you have received the email from support@intelligentvoice.com, double-check with Zendesk that the API token is registered there

 

Configuration

  1. If not all Talk agents handle PCI in English, restrict the Intelligent Voice PCI Redaction application’s Trigger to the Zendesk Group or Zendesk Groups. Details are provided here
    https://intelligentvoicesupport.zendesk.com/knowledge/articles/360009266593/en-us?brand_id=114094675073 
    Access to this article requires a sign in to the Intelligent Voice Support portal:
    • If you already have credentials you can sign in with your Password.  If you can't remember that password, click the Hyperlink bottom right 'Forgot my password'
    • If you don't have credentials yet, but have previously emailed support@intelligentvoice.com using your email address, then click on 'Get a password' on the bottom left.  
    • If you don't have credentials and have not previously emailed support@intelligentvoice.com then click on 'Sign up' on the lower left.   
  2. If not all your Zendesk Support agents are also Zendesk Talk agents, or not all your Talk agents handle Payment Card Information in English, restrict the billing accordingly. This is done by restricting the Intelligent Voice PCI Redaction app to one or more Zendesk Groups, with the Zendesk Group or Groups containing only Talk agents who handle PCI in English.
  3. For the Talk Agent whose email address was used to register the API token at https://www.intelligentvoice.com/register/ update your Joiners, Movers & Leavers process to ensure that if that Talk Agent does leave your company, you update your registration with the email address of a different Talk Agent, who must be an Admin or have sufficient privileges to read and comment on all the Zendesk Talk tickets.  Otherwise the app will cease to function once you disable the departed employee's email address.
  4. If the email address of a named employee was used when registering the credit card payment details, update your Joiners, Movers & Leavers process to ensure that if they leave your company, you update your registration with a new email address.  Otherwise the app will cease to function once you disable the departed employee's email address.  
  5. As a belt and braces check, to comply with PCI DSS rules, we recommend you configure Zendesk Talk to automatically delete the original recordings after the minimum available retention period, which is 1 day: https://support.zendesk.com/hc/en-us/articles/213857708-Managing-call-recording-options-in-Talk#topic_slb_kwv_bkb 
  6. If you require workflows for redaction or / and non-detection of PCI in English, you can create custom Zendesk Triggers accordingly:
  7. To avoid closing a Support Ticket before the PCI has been redacted from its call recordings, as a business process leave 24 hours from the final call containing PCI before closing the Ticket.  Zendesk will prevent Intelligent Voice from replacing the in-clear recording with the redacted one if the Status of the Support Ticket is Closed.  Zendesk also prevents any Closed Support Ticket being reopened, whether manually or via a third party application call.  As such any triggers or processes you have around automatically closing Support Tickets should be amended to only do so 24 hours after the last call has been made.     
  8. If Payment Card Information in English is sometimes left in Voicemails, there is an additional configuration step detailed here:
    https://intelligentvoicesupport.zendesk.com/knowledge/articles/360006524774/en-us?brand_id=114094675073  

 

Pre-existing recordings containing PCI

If you have pre-existing recordings containing unredacted PCI, whether in Zendesk or eleswhere, for which redaction is required please contact us to discuss rectification options.       

 

Future changes to your Zendesk Subdomain

If at any point in the future you change your Zendesk Subdomain, for example following a corporate rebranding, acquistion, or merger, you must contact us to let us know.  Otherwise the app will cease to work when the change to your Zendesk Subdomain is applied.     

 

Changes to your Credit Card Payment details

If at any point in the future you need to change the credit card used to pay for your subscription, please contact us to let us know. 

 

Any other questions

If you have any questions about your service please contact us.

 

 

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