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®Selectron V O 1 C E W E B� M O B I L E 2.2.1. IVR Channel The IVR Channel for the Utility Pack provides callers with an Interactive Voice Response (IVR) system for accessing account information and making payments over the phone. Citizens can call the Utility IVR channel in order to hear account information and to make a payment. Citizens will validate their account using an account or phone number and PIN. The IVR validates this data against the S&S EnQuesta application database. Once the account is validated, the IVR will speak the current balance owed and due date. The total amount due includes an aggregate of all current and delinquent amounts owed. The caller will then be given the option of making a payment. If no payment is due, then the IVR will speak that there is currently no payment due. Using the IVR, callers will also be able to hear other account information as listed under Utility Pack, above. Callers will also be able to transfer to an agent. If a caller requests a transfer, the IVR performs a hook -flash transfer to a number specified by Santa Ana. 2.3. Payment Processing The Relay solution is configured to accept credit card and a -check payments, allowing customers to make payments against their account. The payment processing engine is a PA-DSS-Verified payment system that does not retain any payment information. Users will need to enter their payment information for each transaction. The Relay payment application interacts with Santa Ana's Invoice Cloud payment gateway to provide payment functionality. Users will need to authenticate and provide valid payment information in order to make a payment. Relay validates the user's payment information before passing it to the payment gateway. When a payment is reported to the IVR as successful, the IVR will post an update to Santa Ana's S&S EnQuesta application database in real time (only if an API for such an update is available). Santa Ana will be able to take payments from citizens via the following payment methods: • Credit Card • E-Check 2.3.1. Credit Card The interactive solution accepts Visa®, MasterCard®, Discover®, and American Express®. Santa Ana can elect to accept all or a subset of these card types. Any credit card types not accepted by Santa Ana will not be accepted by the solution. When taking a payment, Relay verifies the credit card number and expiration date. For more security, Santa Ana can choose to verify the card holder's zip code and/or security code. All credit card transactions are sent through the Invoice Cloud payment gateway. May 13, 2021 Page 4 of 11