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  • 1.  Ability to paste DTMF digits

    Posted 11-24-2025 04:44
    No replies, thread closed.

    Is there any way of being able to copy and paste a string of digits into the Genesys Cloud dialpad while on an active call (to send the digits as DTMF tones)? Seems from my testing it is only possible to manually input each digit one-by-one.

    We are currently migrating a customer from an on-premise solution to Genesys Cloud. With their current solution, when they handle payments over the phone, they have to enter a 7 digit code via DTMF to put the call into secure mode before processing the payment. Currently they are able to paste the digits into their softphone client but this doesn't seem to be possible with Genesys Cloud WebRTC. 


    #Telephony

    ------------------------------
    James Foster
    Technical Consultant
    ------------------------------


  • 2.  RE: Ability to paste DTMF digits
    Best Answer

    Posted 11-24-2025 06:26
    No replies, thread closed.

    Hi James,

    Don't know if it can be done in standard UI, but you could build a web app that uses post /api/v2/conversations/{conversationId}/participants/{participantId}/digits to send digits in an active conversation if there's no other solution for it.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 3.  RE: Ability to paste DTMF digits

    Posted 11-24-2025 09:00
    No replies, thread closed.

    Hi Jan,

    Thank you for the suggestion. I have tried to create a custom data action using the API which the agent can then run from within the agent script. Unfortunately when I run the action (either by testing it from the Data Actions screen or from the agent script) I am getting a Forbidden error:

    • REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Access to Conversation {id} is forbidden.","code":"not.authorized","status":403,"messageWithParams":"Access to {type} {id} is forbidden.","messageParams":{"organizationId":"fa8613cd-a89a-45ae-b6b8-e94a09c99910","reason":"Conversation 525b03c4-cb29-4ab1-9569-b01cb37dadce does not contain active user 11543b5d-04ac-47b7-ad58-7529654b3d57","requestingUserId":"11543b5d-04ac-47b7-ad58-7529654b3d57","conversationId":"525b03c4-cb29-4ab1-9569-b01cb37dadce","id":"null","type":"Conversation","requireActive":"true"},"contextId":"aca7dc2f-1078-4188-b2b2-f84d203849a8","details":[],"errors":[]} [373dd5f6-e702-4523-a13b-cefbb267df03]



    ------------------------------
    James Foster
    Technical Consultant
    ------------------------------

    Original Message


  • 4.  RE: Ability to paste DTMF digits

    Posted 11-24-2025 10:41
    No replies, thread closed.

    Hi James,

    You can't use Data Actions since altering conversations requires User Context.

    It need to be an app that identifies as the agent.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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