SCENARIO

RINGCENTRAL CONTACT CENTER

SPECIAL PICKUP SCHEDULING

MICROSOFT AZURE · CITY OF WILMINGTON SUBSCRIPTION

SHARED · Entra ID · Key Vault · API Management · Private Link & VNet · Defender for Cloud

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PCI DSS SCOPE

In scope · touches card digits

Out of scope · tokens or no card data

shield_lockPCI

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CALLER HEARS {{ lastAi }}

LATEST EVENT {{ lastLog.t }} · {{ lastLog.svc }} {{ lastLog.msg }}

311 queue4 WAITING

SIMULATE CALLER

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View in Salesforceopen_in_new {{ agentStatus.label }}

ring_volume

Incoming 311 call Waited 0:42 in queue · routed by IVR to Sanitation · special pickup

person_search

format_quote {{ meta.intro }}

task_altPickup request created · fee quoted

categoryItem categoriesMINI LLM

FEE FROM ORDINANCE TABLE · NOT THE MODEL

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Total{{ catBox.total }}

check_circleConfirmed · fee locked from the ordinance table

routeAddress, zone & pickup slotRULES + OPTIMIZER

location_on{{ gis.line }} · {{ gis.zone }}

EARLIEST DAY WITH CREW CAPACITY IN THIS ZONE

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Secure transfer to AI payment line The AI agent collects the card on the caller's keypad (DTMF). The request number goes with the call, so the caller isn't asked for it. Your line is muted and recording pauses during card entry. After payment the caller can come back to you or hang up; the result reaches you either way.

headset_off

Caller is with the AI payment agentYour audio is muted. You see progress only — never card data.

AI SUMMARY · 3 LINES · WRITTEN TO SALESFORCE CASE {{ sfc.id }}

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Why did this call come back to you?Your answer is a ground-truth label for intent accuracy.

cloudSalesforce caseOpenopen_in_new

Opened automatically when you answered

Caller history

Disposition

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graphic_eq Conversation {{ curLang }} {{ elapsedStr }}

phone_in_talk No active session Pick a scenario and press Start, or transfer a caller from the agent desktop.

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mic_off{{ cardStep.text }}

mic

LAST HEARD {{ speech.heard }}

PCI CONTROLS

flagReview queue · payment anomalies{{ reviewCount }}

{{ r.id }} {{ r.caller }} · {{ r.amount }} · {{ r.status }} {{ r.flag }}

Velocity rules: the same card token on many addresses, or repeated declines from one number. Gateway fraud tools run as well.

{{ txCountLine }}Clear filters

          PAYMENTTIMECALLERPICKUP · REQUESTAMOUNTCARDLANGSTATUSAI TIMESALESFORCE
        

No transactions match these filters.

flag

{{ t.durStr }} Viewopen_in_new

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flagFlagged for review · {{ sel.flag }}

End-to-end trace

One trace per callOPENTELEMETRY SPANS

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never present: card number, expiry, security code, raw gateway payload

auto_awesomeAI summary{{ sel.sfLine }}

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DetailsView in Salesforceopen_in_new

shield_lockPCI evidence

check{{ p }}

Gateway response · redacted

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smsSMS · confirmation and reminderACS SMS

Streamed from payment events · refreshed {{ refreshed }}SAMPLE DATA · NOT LIVE TELEMETRY PERIOD

{{ volTitle }}AI completedReturned to agent123 = callers

Call outcomes

Volume by pickup category

How callers paid

Business value2025 volume from the solution deck · unit costs are planning estimates

Cost per completed payment{{ costPer }}

(Telephony + speech + tokens + gateway fee) ÷ completed payments. Tokens are a rounding error; the gateway fee dominates.

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Demand forecast vs actual · pickups by week

ActualForecast (seasonal model · Azure ML)Forecast error {{ fcErr }} (MAPE)

W1–W8 actual from Salesforce history; W9–W12 forecast only. Sanitation uses this to plan crews by zone.

Clear filters

PCI guardian & voice qualitySAMPLE DATA

No services match these filters.

{{ s.lat }}ms p95{{ s.st }}

Alerts

No alerts match these filters.

Alert rules by layer

App Insights · live traces{{ monLogCount }}

          No traces match these filters.

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Environment

Card capture · build or buy

Manager refund limit Larger refunds go to Finance for approval.