Symptoms
- Keypresses aren't recognized
- The call doesn't route after multiple attempts
Applies To
Resolution
1. SIP Integration is the solution. Please loop in the Account CSM to assist with this conversation/ implementation.
2. Invoca will need a list of the customers' term numbers that use Genesys and have an active IVR. From there we can make a carrier routing change for said number. This solution should only be offered after the customer and account management team have determined SIP Integration is not a possibility.
Cause
A known issue has been identified in our platform, and the Genesys cloud platform causes the DTMF keypresses not to be recognized.
Additional Information
Customers should be pointed to utilizing SIP Integration, given we have implemented a solution via Timestamp rewrite
