Genesys CTI User Forum > Genesys-related Development

Restrict Agent DTMF while in conference with IVR

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Raja Sekhar:
Hi,

I have a interesting requirement from my customer.
When Agent initiates a conference with IVR(play application block) along with customer,The input to the IVR application must be accepted only from Customer , where as agent's input should not be accepted.
This is to make sure that the authentication to buy a product is from customer and not from agent.

I have made the above functionality to work in [color=red][u][b]IWS[/b][/u][/color] , by sending [b]Hold [/b]event to sip server from URS before playing IVR and once after the IVR completes (next block of play application), [b]Retrieved[/b] event to sip server from URS.

Whereas, we have integrated Seibel along with GPlus adapter. Even though the Agent DN is seibel is in hold during conference , the Dial Pad is integrated with external sip end point. The input from sip endpoint is sent to sip server due to this.

[color=red][size=12pt]Please provide a solution to restrict DTMF input from Agent DN during Conference.[/size][/color]

Kubig:
Read about DTMF Clamping in a Conference available on Genesys SIP

Raja Sekhar:
Hi Kubig,

Thanks for replying.

I have tried DTMF Clamping too. It suppresses the DTMF tone but not the DTMF input .

Please provide any other alternate solution.

Kubig:
There is no "out-of-box" function like this. So, you can do following for example>

[list]
[li]Open a FR on Genesys to implement this function in future releases[/li]
[li]Disable the DTMF "pad" on agent application level[/li]
[/list]

Raja Sekhar:
Hi Kubig,

Thanks once again.

If it is limitation of Genesys, then either my customer should be brilliant enough for this requirement or Genesys technical team is not up to the mark.

But sincere thanks from my heart for your replies.

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