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Customer to provide Inputs through DTMF for outbound calls made on behalf of queue

  • 1.  Customer to provide Inputs through DTMF for outbound calls made on behalf of queue

    Posted 06-05-2025 19:23

    Avinash | 2023-01-06 14:38:58 UTC | #1

    Outbound calls made on behalf of queue, and we need to collect Input from Customer, but the inputs provided by customer is not recognized by call.

    Use Cases Use case 1:

    Agent places an outbound call on behalf of queue to customer

    Customer receives the call

    We provide option customer to select options by pressing 1 ,2,3 numbers

    the inputs provided by customer is not recognized in the call.

    please guide if we have this option.

    tim.smith | 2023-01-06 15:06:19 UTC | #2

    If you want the customer to use their keypad to input information, like in an IVR, you have to transfer them to an architect flow so they can complete the IVR flow you design there. The secure IVR feature is for this purpose.

    Avinash | 2023-01-06 15:21:48 UTC | #3

    Hi @tim.smith ,

    Thanks for your help.

    I have added the same. The functionality i am trying to use is do a blind transfer to Queue , which is in turn associated to Inqueue call flow, from Inqueue call flow i am calling the Inbound call flow and i am asking the questions under collect input and when the end user provide the DTMF input it is not getting recognized and is is failing.

    Hope this helps? Please help me on this

    Thanks Avinash

    tim.smith | 2023-01-06 15:26:09 UTC | #4

    Please open a case with Genesys Cloud Care to investigate telephony issues.

    Blythewarrior | 2023-01-06 17:31:28 UTC | #5

    Hi Would it be a little easier to : Make the outbound call Agent presses a button on a script that transfers directly into the flow

    You could use the dialler and automate the process, without the need for an agent to make the call as well

    Thanks Phil

    Avinash | 2023-01-07 03:12:08 UTC | #6

    Hi Phil @Blythewarrior

    Thanks for the update.

    We are using this feature to explicitly call some customers by involving an agent on behalf of queue. As of now we don't have the Dialer Outbound functionality.

    Please help if there is any way we can achieve the requirement. also just wanted to check if this is a feature missing in Genesys or need to know if i am missing something here.

    Thanks Avinash

    Avinash | 2023-01-07 03:23:15 UTC | #7

    All,

    I tried the below logic as well but it didnt work.

    1. Make Outbound call on behalf of queue
    2. Transfer to Queue --> Inqueue call flow
    3. Inqueue call flow logic transfer the call to Inbound call flow.
    4. Added menu collection to select the desired menu through DTMF.
    5. Genesys failed to collect the input from caller.

    Thanks Avinash

    Blythewarrior | 2023-01-09 13:20:57 UTC | #8

    Avinash, post:6, topic:17882
    some customers by involving a

    Rather than transferring to a queue, transfer to the relevant inbound flow by:

    Create a new script Add a button Configure the button to blind transfer In Variable enter the flow name in the following format - Flow%20Name@localhost where %20 replaces spaces Add the script to the outbound queue

    When making a call via the outbound queue agents press the button and off the call goes.

    Kind Regards Phil

    system | 2023-02-09 13:21:25 UTC | #9

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 17882



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