Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: NewToGenesys on August 01, 2011, 06:35:57 PM

Title: DTMF entry during 3 way conference call?
Post by: NewToGenesys on August 01, 2011, 06:35:57 PM

We have implemented SIP server in standalone mode, along with GVP, integrated with Siebel via GPlus. We would like to be able to have an agent conference in a GVP app, with a customer already on the call. After conference is established, we want to give the customer the ability to key in digits via DTMF, have them captured in GVP and then sent to Siebel. I have been told that it may not be possible for the GVP/SIP to interpret/capture DTMF from the customer, during a conference initiated by the agent. Any thoughts?

Please let me know if you require clarification.

Thanks.

Title: Re: DTMF entry during 3 way conference call?
Post by: cavagnaro on August 01, 2011, 07:52:46 PM

Hum...why not? the info messages will be there...I'd do a small lab to test it and see if it works actually, it is the only way that you can be 100% sure

Title: Re: DTMF entry during 3 way conference call?
Post by: NewToGenesys on August 01, 2011, 08:05:59 PM

Tests have been performed by the Genesys implementation team and it is not working.  I am waiting on feedback regarding why it will not work. 

Title: Re: DTMF entry during 3 way conference call?
Post by: cavagnaro on August 01, 2011, 08:09:29 PM

Maybe because it is a different call? So connid or callid will be different and even if you can add KVPs to that call then it will fail but if using SIP headers to do the exchange then it might work....