DTMF masking in a contact centre is a technique that allows a customer to enter their credit card number while they are on the phone using the touch tone (DTMF) buttons on their phone.
The agent or advisor is not able to hear the tones or access the card number, which makes it more secure.
The tones can then be excluded from call recordings.
Author: Robyn Coppell
Published On: 16th May 2022 - Last modified: 12th Aug 2025
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