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DTMF Masking

CallGuard gives you the choice of using DTMF masking or tokenization to stop cardholder data from being exposed to the contact center environment. Both these methods greatly reduce the number of PCI DSS controls an organization needs to apply and the Payment Card Industry Security Standards Council (PCI SSC) recognizes them as comprehensive solutions for securing cardholder data and reducing the scope of the contact center for compliance purposes.

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Why teams choose CallGuard with DTMF Masking

Operational Efficiency 

Reduce agent workload and call handle time by removing manual payment steps and securing sensitive digits automatically.

Revenue Protection

Increase successful payment completion by giving customers a smoother, interruption‑free way to enter card details.

Compliance Assurance

Limit agent and system exposure to card data, helping simplify PCI DSS scope and reduce audit burden.

Essential DTMF protections built into CallGuard

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Continuous Caller-Agent Connection

Keeps customers and agents in full conversation throughout payment entry without disrupting the call flow.

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Uninterrupted Call Recording

Allows call recording to continue safely because sensitive DTMF tones are fully suppressed and unintelligible.

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Zero Agent Data Exposure

Prevents agents from seeing or hearing card details, removing risk and reducing PCI DSS compliance scope.

How does it work?

Securing DTMF tones for payment security

Dual Tone, Multi-Frequency (DTMF), is the technical term for the tones made by your phone when digits are pressed.

When phone calls are recorded for quality purposes, any tones entered by the customer on their phone during the call are also recorded. They are also heard by the agent. To overcome the risk of the tones being accessed and decoded, the tones are 'suppressed' or 'masked.'

DTMF suppression and/or masking simply replaces the audio tone value with a single mono-tone preventing downstream systems from being exposed to this sensitive data. This technology is included in all of Eckoh's phone payment products.
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The benefits of CallGuard

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Better customer experience

Caller and agent stay in constant communication throughout the call

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Reduced AHT

No impact on call length, in fact, AHT may come down as card entry errors are reduced

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Better agent experience

Agents do not have to pause or resume a call and CallGuard is extremely easy to use

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Call recording continues

Call recordings can continue without interruption as the data cannot be heard, seen or interpreted

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Agents cannot see card data

Agents do not need to see sensitive card data, or want to. CallGuard removes this burden

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PCI DSS Level 1 Compliant

The ultimate security, ensuring all windows to actual card data are closed to people, processes and systems.

Security & compliance you can rely on

Every Eckoh service is built on secure infrastructure, audited to PCI DSS Level 1 and SOC 2 standards.

Data protection and compliance are managed end-to-end, giving your teams and customers confidence by design.

Click the relevant logo to find out more about that accreditation.

Agent-assisted payments

CallGuard gives you the choice of using DTMF masking or tokenization to stop cardholder data from being exposed to the contact center environment.

Both these methods greatly reduce the number of PCI DSS controls an organization needs to apply and the Payment Card Industry Security Standards Council (PCI SSC) recognizes them as comprehensive solutions for securing cardholder data and reducing the scope of the contact center for compliance purposes.

Secure call recording

Capture customer conversations, transcribe them on-demand and then use AI-powered, sentiment heatmaps to deliver business insights.

Find out more

Flowroute

Improve the reliability of your inbound calls by leveraging our cloud telephony carrier’s patented ability to route around outages and degradation.

Find out more

Ready to secure your telephone payments?

Find out how we can help you improve your contact center payment security.

Contact us