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1. Quickvoice Pro App
2. Quickvoice Sync App
3. Quick Voice Screener
4. Quick Voice Exercise

QuickVoice is a Westpac service that enables phone payments for your business.

The key features of the solution are:

• QuickVoice accepts credit card payments via phone.
• QuickVoice validates payment details by inspecting outstanding invoices or using adhoc check-digit routines.
  • QuickVoice deducts paid amounts from outstanding invoices.
  • QuickVoice validates ad-hoc payments using your check-digit routine.
  • Upload your invoices to QuickVoice for reference during the payment process.
• Westpac's professional voice artist records your customised phone prompts each month.
• QuickVoice integrates with QuickStream's suite of receivables products.

How does the payment process work?

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The payment process involves the following steps:

1. Provide the customer with an invoice or bill to pay. This will include details of your phone payment service.
2. The customer dials your 1300 number to access your phone payment service.
3. The customer enters their customer reference and/or invoice number.
4. The customer enters their credit card details, reviews, and confirms the payment.
5. If the customer needs help with the system, we can provide pre-recorded help dialogue. QuickVoice can also forward to your 1800 help desk number.
6. If you have uploaded an invoice file, QuickVoice will deduct the paid amount. You choose if full payment is required, or partial payments are allowed.
7. QuickVoice takes the the payment.
8. QuickVoice can send a payment notification to your web server.
9. At the end of the day, QuickVoice provides all payments made to you as a CSV, or in your desired report format.

There are a number of tasks involved in implementing a QuickVoice solution. Each task is described in detail in the following sections of this document. A summary of the tasks and their corresponding section number is listed in the table below.

To help with the implementation process, we have included a requirements checklist for you to complete as you work on each task. The purpose of the requirements checklist is to help identify and keep track of your requirements.

If you require further assistance, please contact your Westpac Implementation Manager or your Qvalent implementation manager.

The kick-off meeting is the first meeting between your organisation and Qvalent. This typically consists of a telephone conference with the relevant people from your organisation, Westpac and Qvalent.

The purpose of this meeting is to, introduce the team members from each organisation, discuss the implementation process and discuss your requirements.

During your QuickVoice implementation you will be asked to customise the prompts that your customer will hear.

Quickvoice Pro App

QuickVoice base prompts

Once you have determined your phone prompts, change the QuickVoice Base Prompts document.

Download the QuickVoice Base Prompts.

You can then send it to us:

• Highlight any modified prompts in red.
• It is important to detail special word and acronym pronunciations.
• Westpac submits the prompts for recording on the 20th day of each month. If the 20th day is a weekend or public holiday, Westpac submits the prompts on the next business day.
• Sometimes it is necessary to expedite the recording process. In some cases, Westpac can arrange an unscheduled session to record your prompts.
• Approximately one fortnight after submission the prompts will be available for review. Westpac provides you with a phone number to use on our test payment server.
• Once tested and approved, the prompts are then submitted for activation on the live payment server.

QuickVoice prompt flowchart

The following flowchart depicts the basic voice prompts played during a typical card payment. The entities and arrows highlighted in green follow a successful transaction scenario. This flowchart is not comprehensive. It is intended to depict the typical prompt flow for QuickVoice.

Download the Flowchart.

There are two ways to receive payment details:

1. Server to server notification.
2. Cash Applied File.

Server to server notification

This option is also known as the server-to-server postback. It allows you to receive payment summary details after each credit card payment is made.

This is done via a HTTPS POST to your server. The payment details are posted as form parameters or as XML.

To receive a server to server notification

1. Your website must configure your server to server notifications in QuickStream Portal.
2. Configure the domain whitelist in QuickStream Portal.
3. Have a valid SSL certificate issued by a trusted certificate authority. Sending the notification over SSL ensures that the encrypted notification cannot be read by a malicious third-party. As your SSL certificate was issued by a trusted certificate authority, it also guarantees that QuickStream is connecting to your webserver (and not another fraudulent server as in the case of DNS attacks).
4. Have a dynamic backend which can receive and parse HTTPS requests with parameters or can parse XML.

A server to server notification is sent after a successful credit card payment attempt.

When you receive a server to server notification, your system must:

1. Check that the IP address matches the expected QuickStream IP address.
   • If they do not match you will return a status of 403 Forbidden.
   • See IP addresses in Test and in Production.
2. Check that the Basic Auth username and password in the Authorization header match your credentials in QuickStream.
   • If they do not match you will return a status of 403 Forbidden.
3. Extract the payment summary details.
   • The way you do this will depend on the content type the payment details are posted in. You will either extract the details from the form parameters or extract the details from the XML.
4. Check to make sure you have not already processed a notification for this payment.
   • To do this you will compare the receiptNumber to the receipt numbers you have already processed.
5. Save the payment details to your database.
6. Your server returns a status of 200 OK.
   • Note, if an error occurred and you were unable to save the payment details, your server will instead return a status of 500 Internal Server Error.

Example server to server notification consumption in Java

Example server to server notification consumption in PHP

Parameters in the server to server notification

These parameters are present in the server to server notification:

If you choose to receive the data as XML, the parameters listed in the table above will instead be built into an XML document. This document will be passed to your server in the body of the request. The request will have a content-type of application/xml.

The following changes may occur at any time and without notice:

• Adding new fields.
• Changing the order of fields.

Your software must be written to handle these types of changes.

An example XML response

Cash Applied File

See Cash applied file.

Retrieving a Cash Applied File

The file may be retrieved using iLink or available for download in QuickStream Portal.

• iLink is a service that allows you to securely send files to and receive files. You can do this manually or via straight through connectivity that uses SFTP, HTTPS or SOAP.
• QuickStream Portal is the administrative interface for QuickStream products, such as QuickWeb and QuickConnect.

See iLink Documentation for more information.

To download a Cash Applied File from QuickStream Portal:

1. Sign into QuickStream Portal
   • Test: https://quickstream.support.qvalent.com/quickportal
   • Production: https://quickstream.westpac.com.au/quickportal
2. Click Administration -> Transactions and Reports -> Facility Reports
3. Your report will appear on this page.
   • Select the download icon to retrieve a Cash Applied File.
   • Use the date filters to find older files.

QuickStream Portal is your administration interface for QuickStream. You can manage the following security settings:

• Whitelist the domain addresses for the Server to server notification

Manage your domain whitelist

The domain whitelist holds the allowed domains or URLs for sending server to server notifications. Server to server notifications to URLs that are not in this whitelist will be rejected, and will not receive a server to server notification.

1. Sign into QuickStream Portal
   • Test: https://quickstream.support.qvalent.com/quickportal
   • Production: https://quickstream.westpac.com.au/quickportal
2. Click Administration -> Facility Settings -> Manage Domain Whitelist
3. Select Add Domain to whitelist a new domain or specific URL, or select the edit or delete icons to manage existing entries.

You can whitelist your entire domain, or a specific URL. For example,

• To receive server to server notifications from any URL on your website, whitelist yoursite.com.au.
• To receive server to server notifications at a specific URL on your website, whitelist yoursite.com.au/payments.

View your connection details

Connection details are required to interact with QuickStream in each environment.

1. Sign into QuickStream Portal
   • Test: https://quickstream.support.qvalent.com/quickportal
   • Production: https://quickstream.westpac.com.au/quickportal
2. Click Administration -> Facility Settings -> View Connection Details
3. Select Secure Token Request to view connection details for the Secure Token Request.

Manage server to server notifications

Server to server notifications are submitted directly to your system. A HTTP POST with form data or XML sent from QuickStream after a successful credit card payment attempt.

1. Sign into QuickStream Portal
   • Test: https://quickstream.support.qvalent.com/quickportal
   • Production: https://quickstream.westpac.com.au/quickportal
2. Click Administration -> Facility Settings -> Manage Server to Server Notification

Destination URL

This option can be used for:

You can override this by passing serverReturnUrl in a Secure Token Handoff for the above products except the QuickTerminal and QuickVoice products.

Notification format

Choose HTTPS POST or XML.

Automatic retry of failed notifications

Configure the number of times you wish QuickStream to re-send failed notifications. A failed notification is one where a server cannot be reached, or a server responds with a HTTP status code other than 200 OK.

For example the following setting produces a schedule:

This setup will send the following server to server notifications:

1. Credit card payment made at 12:00 PM
2. Server to server notification sent at 12:00 PM and failed.
3. Server to server notification retried at 12:01 PM and failed.
4. Server to server notification retried at 12:11 PM and failed.
5. Server to server notification retried at 12:21 PM and failed.
6. Server to server notification retried at 12:31 PM and failed.
7. Stop retrying and send an email to john@yoursite.com.au.

QuickStream Portal's Activity Log shows:

• Unsuccessful secure token request attempts.
• Unsuccessful server to server notification sending attempts.

1. Sign into QuickStream Portal
   • Test: https://quickstream.support.qvalent.com/quickportal
   • Production: https://quickstream.westpac.com.au/quickportal
2. Click Administration -> Activity Log
3. Select the date you wish to view logs for.

Quickvoice Sync App

Types of entries you may see for unsuccessful server to server notification attempts are:

• The URL X is not listed as an allowed end point to post response information to.
• The URL X is invalid and cannot be used as an end point to post response information to.
• Received HTTP N instead of HTTP 200 from endpoint X.

Testing

See Testing.

Test account numbers

See Test card and bank account numbers.

Test URLs and IP addresses

See Test URLs and IP addresses.

Sign-off

After you have completed your user acceptance testing you must send a 'sign off' email to your Qvalent implementation manager. The email will state that you have successfully tested all aspects of the solution and you are ready for it to be moved into production.

A sample sign off email is included below.

See Production lodgement.

Production URLs and IP addresses

See Production URLs and IP addresses.

Once production lodgement is complete and you are satisfied with the results of your low value tests in production you are ready to go live. The term 'go live' represents the date you will make the solution available to your customers.

At this stage of the implementation process there are only a few tasks left to complete. They are:

• Before the go live date, communicate with your customers to inform them about the new payment process.

• On the go live date, update the appropriate page (or pages) on your website to make the new solution available to your customers.

After you go live, Qvalent and Westpac will closely monitor the solution. This is known as the 'monitoring phase' and lasts for two weeks. During this time, if you have any questions or concerns about the solution you should communicate directly with your Qvalent implementation manager.

Once the two week monitoring phase is over the implementation process is officially complete. Your Qvalent implementation manager will hand the solution over to the Qvalent helpdesk. The helpdesk will be responsible for day to day monitoring of the solution and resolving any issues that occur.

If you have any questions or concerns about the solution at this point contact the helpdesk: QuickStream Technical Support.

See Transaction processing and settlement.

Quick Voice Screener

See Transaction Response Codes.

Download the Checklist.

The purpose of this section is to help identify your requirements. Use the checklist as follows:

Quick Voice Exercise

1. Download the requirements checklist and rename it with your company name.
2. Complete as much of the checklist as you can before your first meeting with Westpac.
3. Use the checklist to understand the steps required to implement this product.