Genesys Cloud CX

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  • 1.  Dial dtmf tones in outgoing campaigns

    Posted 10 days ago

    Hi,

    We are working with outbound campaigns agentless that will dial a number from an IVR, but we need to dial a different extension for each dialing. Is this possible to do with the platform?

    Example: number,,extension


    #Outbound

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    Juan Montano
    Softline International de Colombia S.A.S.
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  • 2.  RE: Dial dtmf tones in outgoing campaigns

    GENESYS
    Posted 5 days ago
    Hello Juan,

    It looks like dialing by extension on outbound campaigns is not possible due to limitations on the E.164 number format. This is how it seems from the UI level - not sure if there is an API workaround.

    That being said, I rarely encounter a customer needing to dial through a campaign with contact numbers having extensions. Are you able to elaborate more on your use case? Perhaps a different perspective is needed.

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    Nico Feliciano
    Genesys - Employees
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