Genesys Cloud - Main

Hello Community,

For an Automated IVR Payments we need to play DTMF to our Payment Supplier (Sycurio) to enable secure mode.  This ensures that when teh custoemr is entering their credit card number that DTMF is suppressed by the Payment Supplier (Sycurio).

We are collecting the EXTERNAL Participant Id and using the following the API to play DTMF

/api/v2/conversations/{conversationId}/participants/{participantId}/digits

{
   "digits": "#10000"
}

However, we are getting the following error

{
  "message": "Access to Conversation {id} is forbidden.",
  "code": "not.authorized",
  "status": 403,
  "messageWithParams": "Access to {type} {id} is forbidden.",
  "messageParams": {
    "organizationId": "603d28af-0c78-41a2-8b47-f90340772c0e",
    "reason": "Conversation fe88a8c0-8e99-4175-86e3-744f39f10c8c does not contain active user 64ef0b4f-4dfb-495d-80f4-355c3dcc0760",
    "requestingUserId": "64ef0b4f-4dfb-495d-80f4-355c3dcc0760",
    "conversationId": "fe88a8c0-8e99-4175-86e3-744f39f10c8c",
    "type": "Conversation",
    "requireActive": "true"
  },
  "contextId": "1fe6eec6-a3a8-4136-a828-1e31a01636ac",
  "details": [],
  "errors": []
}

Is this a permissions issue?  Or are you not permitted to play DTMF when the is no connected Agent/Advisor

Your help would be appreciated

#ArchitectureandDesign
#Routing(ACD/IVR)

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Phil Penn
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Are you using a secure flow?
I'm not certain, but I think the playing of DTMF requires a user context and if you're doing it from Architect, you won't have one.

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Paul Simpson
Eventus Solutions Group
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I don't think you can use the API to play those digits, but if you perform a quick web search for DTMF audio files you can find collections of .wav files that can be imported as audio prompt files.  You can then write a routine in Architect to play the appropriate DTMF .wav audio file to generate the necessary DTMF tone required to be played for Sycurio. 

That's the cool thing about DTMF, is that it is just audio tones played at a specific frequency.  In fact, back in the day before mobile phones, when there were still pay phones, you could carry around a little device that maintained a list of speed dial phone numbers and you would hold it up to the microphone handset and it would play the DTMF tones needed to dial the phone number. 

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 04-25-2023 08:23
From: Paul Simpson
Subject: Play to 3rd Party in Flow

Are you using a secure flow?
I'm not certain, but I think the playing of DTMF requires a user context and if you're doing it from Architect, you won't have one.

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Paul Simpson
Eventus Solutions Group
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Phil, did you ever find a workaround for this?

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Ben Yaeger
Solution Architect
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