Symptoms
When sending calls from Invoca to Genesys destination numbers, DTMF tones (key presses) may not be acknowledged due to a mismatch between RFC standards. Invoca uses RFC 2833, while Genesys adheres to RFC 4733. This mismatch causes an issue where the Genesys IVR keypresses aren't being recognized.
Applies To
- Genesys Customers: For those utilizing key presses within Genesys to progress the call.
- Other Providers: In rare cases where DTMF acknowledgment issues arise due to differences in RFCs between providers and Invoca.
Important: This feature should not be enabled simply for general DTMF tone acknowledgment issues. It must be confirmed that the problem stems from the RFC mismatch.
Resolution
Reach out to Support to enable a backend flag to resolve this issue. Once the backend flag is enabled, this issue should be resolved for Genesys users and other providers that encounter similar issues.
Additional Information
This feature flag supports both SIP and PSTN connectivity.
