The goal of having a website with a consumer portal, is for the consumer to be able to make payments on their own 24/7. However, some payments will still be processed by your agents while they are on the phone with the consumer. The permission to do this is per-user. So you must grant the permission to each use who will be allowed to process credit cards.
Once the user has the permission, they will see the link to Take Card Payments link on their Agent Dashboard.
After clicking this link the Agent can enter the reference number.
The following screen will prompt the agent for the card holder and card information. Information that can be pulled from the account will be pre-filled to speed up the process. If the card information is different than the information on the account, the agent may make the necessary changes. The right side of the screen is completely customization and you can provide your agent specific directions if needed. It is a good idea to include any disclosures that must be read here so that the agent does not forget to read them.
The check box at the bottom if for the agent to confirm that they ready any required disclosure to the consumer.
If the payment is approved, the agent will see a Payment Completed screen. This screen is customization and you can add any more information that the agent should read to the consumer.
Card payments are processed real-time, so all processing will go through the same channels as a web payment. For reporting, these payments can be differentiated and you will see the agent that processed the payment.