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Transfer data to an external number using DTMF

  • 1.  Transfer data to an external number using DTMF

    Posted 11-05-2025 06:59

    Hi everyone.

    Is there any way to use DTMF tones to transfer data from an architect variable to an external number instead of using UUI?

    Thanks!


    #Architect

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    Daniel Souza
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  • 2.  RE: Transfer data to an external number using DTMF
    Best Answer

    Posted 11-05-2025 09:54

    We recently migrated to Genesys Cloud and needed this functionality however were told it was not available within Genesys as of yet. We had to set up a trunk with Twilio in which we used UUI to provide the data elements to Twilio and then Twilio places the call using the supplied data and performs the DTMF tones on connection. I'm not sure where this functionality lies on the Genesys roadmap, but hopeful that it becomes available in the next year so we can remove Twilio as an in-between.



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    Todd Kruid
    Midco
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    Original Message


  • 3.  RE: Transfer data to an external number using DTMF

    Posted 11-06-2025 10:21

    Thank you Todd!



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    Daniel Souza
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    Original Message


  • 4.  RE: Transfer data to an external number using DTMF

    Posted 10 days ago

    This is exactly what I am doing - Twilio SIP domain to accept the UUI data over a secure SIP trunk, parse it in a Service function, then dial and send the digits on connect.

    The downside is we get charged for an inbound and outbound call Twilio.  



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    john Schmidt
    Consultant
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    Original Message


  • 5.  RE: Transfer data to an external number using DTMF

    Posted 11-25-2025 11:31

    No, isn`t possyble on Genesys Cloud, just using UUI to send informations out.



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    Alesson Santos
    NA
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    Original Message


  • 6.  RE: Transfer data to an external number using DTMF

    Posted 11-25-2025 15:21

    Not natively possible, architect does not support directly sending DTMF tones (digit sequences) from variables to an external number during a transfer.



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    Lilian Masselli
    -
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    Original Message


  • 7.  RE: Transfer data to an external number using DTMF

    Posted 11-26-2025 08:51

    Hi Daniel,

    Short answer: no - Architect can't natively convert a variable into DTMF tones for sending data on a transfer.
    DTMF is only for digit collection, not for payload transport. For passing metadata, the supported method is UUI (or Data Actions before/after the transfer, depending on the integration).

    Only workaround would be building a custom IVR that plays digits as audio, but that's not treated as structured data and most external systems won't parse it reliably.

    Thanks!



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    Raphael Poliesi
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    Original Message


  • 8.  RE: Transfer data to an external number using DTMF

    Posted 11-26-2025 10:37

    You can't send DTMF, but you can play wav files.  We worked around this limitation by creating wave files of DTMF tones and named them "DTMF1", "DTMF2", etc.  Then we set up a loop "Loops: Length(Task.DTMFDigits)" where Task.DTMFDigits is the value that I want to send via DTMF.  Then for each number in that variable, I create the filename "Task.DTMFFile = Append("DTMF", substring(Task.DTMFDigits, Task.LoopCount,1)".  Then I do a "Find User Prompt" with that filename and then I play the resultant prompt.  After that, it loops to go to the next digit and so-on.



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    Patrick Jones
    NA
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    Original Message


  • 9.  RE: Transfer data to an external number using DTMF

    Posted 21 days ago

    I understand the logic of what you stated but our need to do this without an agent in the middle. So the call comes into our system, we verify who the user is and based on that, may need to transfer to a 3rd party. We have a special number to transfer them to which accepts DTMF that we must send. How can we perform this consult transfer from the Genesys IVR and play the audio prompts?

    I see where we can transfer to a number but not consult transfer... so did you overcome that element or would the solution you speak of always require an agent?



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    James Sanders
    Principal Infrastructure Design Engineer
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    Original Message


  • 10.  RE: Transfer data to an external number using DTMF

    Posted 21 days ago

    Ok, so we handle our transfers a little differently.  We use Verizon TNT (Takeback and Transfer) services to hand our calls off to the third party service.  We do that by sending our DTMF tones in-band during the flow which are "heard" by Verizon (and not heard by the caller).  Verizon then connects our session with the third party service and puts the customer leg on MOH hold.  Our flow then sends another set of DTMF tones to the third party service, conveying the relevant data.  Then our flow then has a disconnect step which triggers Verizon to pull the customer off of hold and connect them to third party service.   At that point, we are out of the interaction and the customer is talking directly to the third-party service.  I hope that makes sense.



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    Patrick Jones
    NA
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    Original Message


  • 11.  RE: Transfer data to an external number using DTMF

    Posted 10 days ago

    James, (and OP), what is it that the third party does that receives the DTMF?  When we first moved onto Cloud from Engage years ago, we had a solution build in GVP on Genesys Engage that could do this relatively easily and assumed we'd need to replicate it in Genesys Cloud.  However after finding out we couldn't, we looked at what we actually use that DTMF data for and in the end we built data actions/web services that talk to the system/vendor that would normally receive and process the DTMF so cutting out the need for the transfer and DTMF playing completely.  If you haven't already, you might want to look at what you're trying to achieve at the end of all of this and see if a shift in thinking is useful.



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    Vaun McCarthy
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    Original Message


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