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Horizon Contact Admin Help
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Horizon Contact Admin Help

Administrator Portal and Setup

  • Quick Setup Guide
  • Setup Guides and Templates
  • Privileges summary
  • Administrator Portal Overview
  • Full Setup Guide
    • Setup 1: Setting up agents
    • Setup 2: Preparing assets
    • Setup 3: Assigning user groups
    • Setup 4: Creating queues
    • Setup 5: Multiple groups
    • Setup 6: Queue Numbers
    • Setup 7: Adding audio files
    • Setup 8: Customising queue recordings
    • Setup 9: Customising agent recordings
    • Setup 10: Queue KPIs
    • Setup 11: Advanced setup
    • Setup 12: Queue Announcements
    • Setup 13: Callback setup
    • Setup 14: Customising time ranges
  • Administrator Information
    • What I can see on my screen after I log in
    • Change password
    • Change Language
    • Searching a list
    • Searching a dropdown list of items

Staff Management

  • Status data report
  • Users
    • Call Recording
    • Resetting user passwords
    • Modifying an existing user account
    • Configuring recording for a user account
    • Chat recording
    • Viewing agent contact details
    • Setting the IVR PIN
    • Viewing agent capability
  • Groups
    • User groups
    • Creating and adding a user group
    • Editing or deleting a user group
    • Copying a user group
  • Roles
    • Roles, privileges and profiles
    • Best practice when creating different versions of a role
    • Managing roles
    • Assigning and Customising Roles and Privileges
  • Break Reasons
    • Managing break reasons
    • Break reasons overview
  • Holiday Lists
    • Create a holiday list
    • Manage Holiday Lists
  • Time Ranges
    • Managing time ranges
    • Creating and adding a time range
    • Defining rules for a relative time range
    • Defining rules for an absolute time range
    • Editing or deleting a time range
    • Copying a time range
  • External Destinations
    • Managing external destinations
    • External destinations

Calls Management

  • Simultaneous ringing overview
  • Scheduling a call
  • Direct calls overview
  • Call data reports
  • Call Flows
    • Call routing flows
    • Modify user-configurable parameters for call flows
    • Call Flow Tutorial
    • Setting up an auto attendant for BC/DR Treatments
    • Call Flow Templates
      • Call Flow Tips and Tricks
      • Call Flow Templates
      • Call Flow Template 1
      • Call Flow Template 2
      • Call Flow Template 3
      • Call Flow Template 4
  • Service Numbers
    • Managing service numbers
    • Update a service numbers call flow or user-configurable parameters
    • Update an existing service number
  • Campaigns
    • Viewing campaign progress
    • Importing lists of campaign numbers
    • Create an outbound campaign
    • Managing outbound campaigns
    • Managing campaign numbers
    • How do campaigns work?
  • Queues
    • Call queue introduction
    • Create a call queue
    • Managing call queues
    • Assigning agent groups to a call queue
    • Configuring agent outbound dialling
    • Configuring wrapup settings
    • Adding queue audio
    • Managing in-queue audio
    • Defining when in-queue announcements are played
    • Configuring opt in/out options for caller recording
    • Customising agent call recording buttons
    • Configuring call recording for queues
    • Defining call-queue KPIs
    • Configuring advanced settings for a call queue
    • Configuring callbacks for a queue
    • Configuring callback slots for a queue
  • Playbooks
    • Managing play books
  • Audio Files
    • Managing audio files
    • System audio files
    • Adding audio announcements
    • Text-to-speech overview
    • Uploading Audio Files
    • Generate text-to-speech audio
  • Area Codes
    • Create an area-code group
    • Managing an area-code group
    • Importing and exporting area-code numbers
  • Number Lists
    • Managing number lists
    • Importing number lists
  • Global Variables
    • Managing global variables
  • Surveys
    • Managing after-call surveys
    • How after-call surveys are handled
    • Configuring survey parameters
  • Call Slots
    • Managing call slots
    • Callback slot announcements
    • What are call slots?
    • What are callbacks?

Flow Management

  • Introduction to Routing Flows and the Flow Editor
  • Benefits of Routing flows
  • Managing Routing Flows
    • Introduction to Node types
    • Node Parameter Values
    • Create and publish a new routing flow
    • Making nodes available from the Node Type library
    • Configuring nodes in a routing flow
    • Configuring variables in a routing flow
    • Adding user-configurable values
    • User-configurable parameter options
    • Additional flow editor functionality
    • Managing existing routing flows
    • Importing or Exporting a routing flow
    • Routing Flow Templates
  • Standard Node Types
    • Call delivery and routing node types
    • Caller interaction node types
    • Branching node types
    • Outdial node types
    • Queue node types
    • Email node types
    • Work-item node types
    • Company configuration node types
    • External destination node types
    • HTTP node types
    • Integrated PBX node types
    • Webchat node types
    • Miscellaneous node types

Webchat Management

  • Webchat overview
  • How the web-client interface works
  • Managing Webchat services
  • Webchat data reports
  • Classifying a webchat
  • Webchat Queues
    • Configuring advanced settings for a chat queue
    • Creating and managing a webchat queue
    • Defining chat-queue KPIs
    • Defining when in-queue announcements are displayed
    • Webchat queues overview
    • Assigning agent assets to a webchat queue
  • Webchat Flows
    • Managing Webchat flows
    • Modify user-configurable parameters for Webchat flows
    • Webchat flow templates
      • Chat flow templates
      • Chat Flow Template 1
      • Chat Flow Template 2
      • Chat Flow Template 3
      • Chat Flow Template 4

Email Management

  • Email overview
  • Email data reports
  • Supporting a shared email address
  • Settings required for adhoc outbound email
  • Classifying an email
  • Email Servers
    • Email Server recommended settings
    • Email Server Setup Guide
    • Viewing the default system email server
    • Viewing the email servers’ status
    • How email servers and authentication work
    • Managing email servers
    • Email Server Setup Guide
      • Email 1: Setting up users for email
      • Email 2: Setting up groups for email
      • Email 3: Creating text blocks for email
      • Email 4: Preparing assets for email
      • Email 5: Creating email classifications
      • Email 6: Creating email queues
      • Email 8: Email server settings
      • Email 7: Email Flow Templates
  • Email Flows
    • Managing email flows
    • Modify user-configurable parameters for email flows
    • Email Flow Templates
      • Email Flow Template 1
      • Email Flow Template 2
      • Email Flow Template 3
  • Email Queues
    • Email queues overview
    • Creating and managing an email queue
    • Defining email-queue KPIs
    • Configuring advanced settings for an email queue
    • Assigning agent assets to an email queue

SMS Management

  • SMS overview
  • Configuring SMS Templates
  • Configuring SMS From Addresses
  • Create an SMS queue
  • Configuring automated SMS
  • Managing SMS queues
  • Outbound SMS data reports

Safe-Pay Management

  • Safe-Pay data reports
  • The cardholder’s view
  • How Safe-Pay works
  • Merchant Configuration
  • Configure Payment Queues
  • PSP Configuration
  • PSP – Link Delivery
  • Editing or deleting a payment queue
  • Configuring Safe-Pay
  • PSP – Additional Parameters
  • PSP – Advanced Limits
  • PSP – Digital Wallets for Stripe PSP Configuration

Agent Assets Management

  • Agent scripts overview
  • Configuring agent scripts
  • Configuring agent script sections
  • Configuring text blocks
  • Managing text blocks
  • Managing attachments

Data Management

  • Reports Management
    • Reports overview
    • Loading or creating a report
    • Scheduling report generation
    • Generating and exporting a contact report
    • Managing contact reports
    • Scheduling contact report generation
    • Agent scripts data
    • Offline Reporting
      • Managing offline reporting destinations
      • The offline reporting datastore
      • Offline reporting events
      • Agent call event fields
      • Agent status event fields
      • Call queue event fields
      • Contact call event fields
      • Missed call event fields
  • Report Types
    • Call data reports
      • Callers report
      • Call flow report
      • Calls report
      • Call transfers report
      • External destination report
      • IVR report
      • Queue transfers report
      • Scheduled calls report
      • Service-number report
      • Call Classifications report
      • Voicemail report
      • Unreturned missed calls report
      • Queues – Abandoned Calls Report
      • Queues – Service Level Report
      • Call trace reports
      • Dropped calls report
      • Queue report
      • Agent report
    • Status data reports
      • Break reasons report
      • Working hours report
    • Diagnostic reports
      • Activity audit report statistics
      • Status change report
    • Email data reports
      • Email agent report
      • Email flow report
      • Email queue report
      • Email classifications report
      • Inbound emails report
      • Outbound email agent report
      • Outbound email recipient report
      • Outbound email template report
    • Webchat data reports
      • Webchat agent report
      • Webchat flow report
      • Webchat queue report
    • Outbound SMS data reports
      • Outbound SMS agent report
      • Outbound-SMS recipient report
      • Outbound SMS template report
    • Safe-Pay data reports
      • Safe-Pay agent report
      • Safe-Pay payments report
  • Wallboards
    • Managing wallboards
    • Customising a wallboard
    • Wallboards overview
    • Filtering the Agents Overview widget
    • Filtering wallboard widgets
    • Filtering the call queues for Company Summary widgets
  • Classifications
    • Managing classifications
    • Classifications Overview

Customer-related tasks

  • CRM overview
  • Creating a new contact record
  • View a customer’s contact record
  • Modifying a customer’s details
  • Deleting webchat conversations from customer contact records
  • Importing customer details
  • Exporting customer details
  • Configuring custom fields and tags
  • Assigning tags to a customer record
  • Managing columns

CRM Integration

  • Contact CRM Integration Developer Guide
  • Salesforce Integration
    • Salesforce Integration overview
    • Salesforce Integration procedure
  • Zendesk Integration
    • Zendesk Integration Overview
    • Installing Contact in Zendesk
    • Contact Zendesk Integration
    • Using Contact with Zendesk
  • Care Connect Integration
    • Using Care Connect
    • Contact Care Connect
  • ConConnect Integration
    • Introduction to ConConnect
    • Configuring ConConnect
    • Install ConConnect
  • Microsoft Dynamics Integration
    • Microsoft Dynamics Integration overview
    • Microsoft Dynamics Integration procedure

System Management

  • Configuring system assets
  • Managing system themes
  • Managing media files
  • Displaying the online help
  • Microsoft Edge Integration
  • Configuring ODS codes for automated NHSE reporting
  • Configuring agents’ unavailability
  • Configuring what agents can view on their web portal
  • Configuring email editor options
  • Channel blending
  • Configuring system channels
  • Changing the blending formula of channels
  • Changing the importance weighting of a channel queue
  • Changing Agent Capacities
  • Configuring an SFTP destination
  • Managing reporting destinations
  • Diagnostics data reports
  • Home
  • Docs
  • Safe-Pay Management
  • PSP Configuration
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PSP Configuration

Payment Service Providers (PSPs) are third parties that enable merchants (your company) to accept payments by various means such as credit and debit cards. A company administrator can configure settings and specify data for the PSP that your company registered with the payment processing system when it signed up to use the payment service. The PSP parameters are used by Contact to generate a payment link.

Supported PSPs:

  • Worldpay
  • Stripe
  • Opayo (formerly known as SagePay)
  • RealEx
  • Barclays ePDQ
  • Secure Trading

Add a PSP: #

When configuring a new PSP multiple tabs allow us to define additional parameters for the PSP configuration. In this section, we will focus on the ‘Basic’ tab.

Note: You should only enable ‘Go live with Payment Service’ once you have tested the service to ensure it works. Leaving the checkbox unticked will allow you to test payments in preproduction mode without actually making payments.
  1. Log in to the administrator account
  2. Navigate to Payments in the left-hand panel
  3. Select PSP Configuration
  4. Click Add to configure a new PSP
  5. Enter a unique Name and a brief description if necessary
  6. Select the type of payment processing system for the PSP from the dropdown list
  7. Select the Merchant for the PSP from the dropdown list
  8. Enter the Merchant Payment Config ID
    • This is a unique 15-digit code that is provided by Sycurio when registering as a merchant with the payment processing system.
  9. Enter the BIN List Service Rule Set ID
    • This is a value that is provided by Sycurio and identifies the rule set ID in the BIN List Service.
  10. Select the relevant Capture Page from the dropdown
  11. Select the relevant Currency for the payment from the dropdown
    • Each PSP configuration entry can only support one currency.
  12. Select the relevant Payment Authentication Type from the dropdown
  13. If a passcode is required tick the checkbox (see additional steps below)
  14. Select what transaction types are supported
  15. Enable ‘Go live with Payment Service’ to enable the PSP
  16. Click Save Changes to create a basic PSP
Note: If you select Stripe when selecting the type of payment processing system an extra tab called Digital Wallet will appear in the PSP configuration. This allows you to configure parameters to support digital wallets. Digital wallets are only supported through Stripe PSP.

Additional PSP Settings: #

When configuring the PSP there are additional settings that can be configured to give you more control in how payments are processed.

  • Link Delivery: Choose how payments are sent to the customer: via email, SMS or both
  • PSP Parameters: Specify additional parameters that the payment processing system will pass through to the Payment Service Provider when the payment transaction is in progress
  • Advanced: Configure additional limits for making payments, such as for how many hours it is valid
  • Digital Wallets: (Stripe payment type only) Specify additional parameters to support digital wallets for making payments.

Configure a passcode for a PSP: #

If you want a Passcode to be entered by the person making the payment there are some additional steps:

  1. Tick (enable) the Passcode Required checkbox
  2. In Passcode Generator Length specify the length
    • A passcode must be at least four characters long
  3. Select the format of the passcode using the Passcode Generator Charset dropdown
  4. Click Save Changes to save the PSP with the passcode requirement

Once enabled the passcode will be generated and displayed to the agent after the payment link is generated. The agent must then send the passcode to the customer via a different channel to the one used for sending the payment link.

For example, if the agent sent the payment link to the customer via email, the passcode might be sent via SMS or read out over the phone. A passcode provides an additional level of security for a payment transaction.

Specify that an IP Restriction is set: #

If needed you can specify that an IP Restriction is set. This means customers will only be granted access to links if they are within a certain radius of the specified IP address. This may be required by a bank to limit a customer’s liability to fraud and disputed payments.

  1. Tick the IP Restriction checkbox
  2. Enter the IP Address to set the restriction on
  3. For the GEO IP Radius specify the permitted radius (in kilometres) within which a link to this IP address can be accessed

Edit or delete an existing PSP configuration: #

Click Payments > PSP Configuration on the menu bar. A list of the PSP configuration entries that are currently defined is displayed. Select the appropriate PSP configuration entry.

  1. To edit the details for the PSP configuration, reconfigure the parameters as appropriate, then click Save Changes.
  2. To delete the PSP configuration, click Delete then confirm that you want to delete the PSP configuration.

Useful Definitions: #

What is the Merchant Payment Config ID?
This is a unique code provided to a company by the payment processing system with which it is registered as a merchant. It is used to facilitate credit and debit card payments for your company, enabling seamless and secure electronic transactions.

What is the BIN List Service Rule Set ID?
The BIN List Service Rule Set ID is a value that identifies the rule set ID in the BIN List Service. A Bank Identification Number (BIN) is the first four to six numbers on a payment card, which identifies the financial institution that issued the card. The payment processing system provides each merchant with a reference ID to a list of accepted BINs, which represents card acceptance and the surcharging rules that apply.

What is the Capture Page?
The capture page is what is displayed to the person making the payment on their mobile phone. It contains an image or line of text that prompts the person to complete a specific action, such as where to click to make a payment.

Additional Information #

  • Company administrators must have the Safe-Pay Configuration: Modify privilege to add a PSP configuration.
  • Your company may have registered more than one PSP when it signed up to the payment processing system. Each merchant can use multiple PSPs.
  • Each PSP configuration entry can only support one currency. If a company needs to support multiple currencies, you must create a separate PSP entry for each currency.
How did you find this training?
Table of Contents
  • Add a PSP:
    • Additional PSP Settings:
  • Configure a passcode for a PSP:
  • Specify that an IP Restriction is set:
  • Edit or delete an existing PSP configuration:
    • Useful Definitions:
    • Additional Information

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