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  • 1.  DTMF Masking / Clamping in Conference call with Agent

    Posted 09-02-2024 11:01

    Aside to Secure flow, do we have an option to Mask the DTMF tones heard by Agent when in call with Customer?

    We have multiple customers requiring this to be supported and is something that is available in Genesys Engage under DTMF (Documentation:SIPS:Dep:DTMFClamp:8.1.1 - Genesys Documentation)

    Genesys Cloud:

    1. Is it possible to have DTMF events captured via Notification API?

    2. Can the DTMF tones be masked to a beep or random (same) tone at Agent end when in conference call?

    Appreciate to clarify on feasibility within Genesys cloud/ API details for same.

    Thanks


    #API/Integrations
    #Security

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    Pradeepa Rangarajan
    Infosys Limited
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  • 2.  RE: DTMF Masking / Clamping in Conference call with Agent
    Best Answer

    GENESYS
    Posted 09-03-2024 17:13

    Hello Pradeepa,

    As far as I am aware, we do not have a way to mask the DTMF presses from a customer. If your org is PCI DSS-compliant, the DTMF digits will be masked in the logs.  You could also use a secure pause to suppress the call recording. 

    I was lookin around our Product Ideas Lab and I saw that you had submitted this Idea. I also saw this Idea that seemed to also be related to what you were looking for. If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development.



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 3.  RE: DTMF Masking / Clamping in Conference call with Agent

    Posted 09-06-2024 11:04

    @Pradeepa Rangarajan,

    I just looked at the documentation link you provided and it appears to be describing a Secure Flow - the agent clicks a button in the script and the caller is transferred to a flow where they can interact with an IVR with nothing being recorded or logged, and with the Agent unable to hear what's happening. Once the flow is complete (say, a CC payment processed) the call can then return to the Agent.

    How is what you are asking for / what is described in the Engage documentation any different?



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


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