Genesys Cloud - Main

We are integrating with a third party who has the ability to authenticate our customers via DTMF inputs. Their integration would allow us to transfer a call and send authenticating info, such as an account number, via DTMF into their IVR flow. While I do see options in Architect to 'Transfer to Number' I do not see any information on how I can do so while passing information via dial tone. 

Does anyone know if/how that can be achieved? 

Is it possible? Appears so technically. Natively inside Genesys? I'm thinking no but check with Care, AppFoundry or wait for more responses.

I have not tested the below, but looking at what is available here's an option:

Use the /api/v2/conversations/{conversationId}/participants/{participantId}/digits endpoint. Provided you are not doing a blind transfer, the conversation is still connected to Genesys so you'd be able to send this API call to input DTMF tones to the call. Add a delay for however long so the 3rd party system is ready to receive the tones whenever they are requesting them.

You'd have to subscribe to the v2.analytics.conversation.{id}.metrics notifications API topic to know when a transfer happens and write a trigger that says something like if Topic = Transfer AND DNIS = THIRD_PARTY, run logic to get conversationId / participantId. conversationId is in the schema for this topic, but not participantId. You'd need to make a subsequent call to get that from /api/v2/analytics/conversations/{conversationId}/details.

There are flaws with this like having an agent being required to stay on the phone, which at this point, is equally as good of a solution than doing the above. You'd also have to use the Event Bridge AWS integration since the aforementioned topic cannot be used within Genesys itself.

I'm sure there is more to it than this / someone might have a better solution, but this is just something to get the gears oiled looking at the APIs.

I appreciate the feedback Caleb. As you alluded to, the solution may be technically achievable but it may be a bit overly complex when compared to the alternative integration options our vendor has offered. But I will take a look at the API options you mentioned just to familiarize myself with them.

So, we did this in a bit of a cheater's way.  We created 12 audio files of the DTMF tones and called them "DTMF1", "DTMF2", etc.  Then in Architect, we have a loop for the number of digits that we want to send (Loops: Length(Task.DTMFDigits)).  Inside that loop, we create the name of the DTMF file based upon the DTMF desired (Append("DTMF",substring(Task.DTMFDigits,Task.LoopCount,1)) then we do a Find User Prompt with that filename to yield a prompt that can be played in a "Play Audio" step.  After that, it just loops back around until all DTMF digits are played.

Patrick,

This is a pretty creative workaround that I will take a look at. I appreciate the suggestion!