Restrict Agent DTMF while in conference with IVR

[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.

[Kubig]

This is not a limitation - just there was no requirement to implement this at this moment - due to this reason I recommend open a FR as one of possible choice. By the way, I do not know any other SIP solution, which support this funcionality at this moment.

[cavagnaro]

Disabling DTMF pad should work, doable by coding on IWS.
Limitation would be something all other players do or a technical feature that is not available on Genesys.
As this is a unique particular requirement, no way to say it is a limitation...business problem fixed by software control
FR will tell you my first line, do the coding and done.

[Raja Sekhar]

Thanks Kubig and cavagnaro  .

Raising a FR to genesys is a known solution. Thanks.

@cavangaro : Implementing the code of disabling Dial pad in sip end point to 1500 agents is unimaginable.

Thanks .

[Raja Sekhar]

Dear techie's,

I have a question.

In my requirement, i have mentioned as the agent will do the conference with IVR using PLAY APPLICATION block.It states that the control is passed to RM and MCP to do the necessary actions.

When it reached that level, [b]MCP [/b]should be aware about the source of input [b]DTMF[/b], either the input is from [b]AGENT [/b]leg or From [b]CUSTOMER [/b]leg, Because both are different legs and have individual [b]CALLID[/b].

[size=14pt][size=12pt][color=red]Do we have any option to identify the source of input and restrict from [b]MCP [/b]level?[/color][/size][/size]

Does it sound Meaningful?

[cavagnaro]

[quote author=rajasekharlbit@gmail.com link=topic=9122.msg40959#msg40959 date=1443250943]

@cavangaro : Implementing the code of disabling Dial pad in sip end point to 1500 agents is unimaginable.

[/quote]

Why? You do 1 modification only and distribute via IWS itself. If was installed via MS ClickOnce will detect new module and load it and that is it.

[Raja Sekhar]

@cavangaro  : Is there any method to restrict the DTMF input using MSML messages in GVP?

[Kubig]

Cav did mean restrict DTMF input on agent application level

[Raja Sekhar]

Yes kubig, I understood.

But my question is simple , is it possible to restrict it from GVP

[Kubig]

No, there is no solution at this moment as I know (you can ask Genesys to make sure).

[cavagnaro]

No, MCP is just a parser. Besides, would make no sense at all to restrict DTMF when it is his main input mode