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  • 1.  DTMF on consult and blind transfers

    Posted 08-14-2023 18:48
    No replies, thread closed.

    Hi all
    I am trying to understand if this is a global setting or org setting. When one of our agents are interacting with a caller and we attempt to consult transfer or blind transfer and reach an IVR, when selecting an IVR option from the Genesys Cloud keypad, the button press is not generating any DTMF and the call gets stuck at the IVR.

    Is there a setting that can be adjusted to allow DTMF to work?


    #Telephony

    ------------------------------
    Darren Huxley
    Assist Australia Operational and Technology Lead
    ------------------------------


  • 2.  RE: DTMF on consult and blind transfers

    Posted 08-20-2023 18:46
    No replies, thread closed.

    Check the DTMF settings on the trunk. You should be using RTP Events.  How are they calling the IVR?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: DTMF on consult and blind transfers

    Posted 08-20-2023 18:46
    No replies, thread closed.

    If RTP Events does not work, change to DTMF In-band.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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