Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: raza990 on November 19, 2015, 09:46:36 AM

Title: Hardcoded DTMF
Post by: raza990 on November 19, 2015, 09:46:36 AM

Hi Guys,

I need your opinions on some requirement I received from customer - Need solution, workaround or possibility if it can be done.

We are using Agent Desktop where we have quick dial buttons and every quick dial there is a number mapped - so when agent create an outbound call from agent desktop, simple click on quick dial and call made on mapped number.

Now we have have a quick dial which have a mapped number and number have a DTMF collection Digit - so when agent press that quick dial, call made and agent listen to enter DTMF  (For example; enter your desired extension) - agent enter the number (e.g 1234) and call route to to that person.

Now customer want that is it possible that when agent press that quick dial then he don't need to press DTMF number - somehow we hard coded the DTMF and after 3-4 seconds call made by agent, DTMF request will be sent.

I would appreciate your kind opinions on this.

[b]NOTE:
Quick Dial Mapped Number is actually the number of other customer/call center.[/b]

Title: Re: Hardcoded DTMF
Post by: cavagnaro on November 19, 2015, 10:14:35 AM

Can be done by SDK, horrible but can be done

Title: Re: Hardcoded DTMF
Post by: raza990 on November 19, 2015, 10:18:09 AM

Thanks cavagnaro .. Can you provide some hint how it can be done as I need to ask person who work on SDK and that is the hint and you should follow your research in this way.

Title: Re: Hardcoded DTMF
Post by: Adam G on November 19, 2015, 10:39:28 AM

For info: some other digits available when hard-coding DTMF:

p = pause (1 sec)
, = pause (1 sec)

Alternatively, use [i]dtmfAfterPickup[/i] to wait until a connection is made before sending more digits.

Title: Re: Hardcoded DTMF
Post by: raza990 on November 19, 2015, 11:06:43 AM

@Adam, I can't find the event DTMFAfterPickup  in Genesys documentation - However, in google search I came to know that this event can be use in IOS development.

Do you have any reference document of Genesys where the information of event DTMFAfterPickup is present - or we need to dig out the equivalent to DTMFAfterPickup event in Genesys SDK.

Title: Re: Hardcoded DTMF
Post by: Adam G on November 19, 2015, 12:31:17 PM

You are right - it is an iOS SDK element... my mistake - was looking at the wrong docs!

This link is open/available to all, AFIAK - it should help you with development for Voice:

http://docs.genesys.com/Documentation/GDP/latest/AILDeveloper/Welcome

Title: Re: Hardcoded DTMF
Post by: raza990 on November 19, 2015, 12:56:00 PM

Thanks Adam .. I will look into this documentation  :)