Disable Keyboard support for DTMF input in the embedded client

Genesys Cloud Integrations Embeddable Framework
1

Hello,

Since the last update of the embedded framework on November 11th, users have been experiencing issues when calls hang up. At that moment, they are typing and lose focus on the text box, and they also accidentally close the coding modal. We have been searching your documentation for a way to disable the functionality described in the Release Notes as "Keyboard support for DTMF input in the embedded client" via framework.js, but we haven't found anything. Is there any way to do this?

2

Hi Javier
This seems like it would be a candidate for support. Can you create the ticket for investigation.
In the meantime can you please outline the steps again, because its not clear?
Thanks

3

Hello again,

I'll explain step by step:

  1. In our web application with the embedded framework, our agent answers a customer's call.
  2. During the call, the agent fills out a case file regarding the customer's inquiry.
  3. Then the customer ends the call, and the agent continues writing in the case file before saving it.
  4. Upon ending the call, without any warning, the softphone takes focus, causing two problems:
  • The agent doesn't realize and continues typing in vain.
  • At some point, the agent presses enter to insert a line break, but instead, it closes the coding modal that appears in the softphone.

I hope this clarifies the issue a bit.

In any case, what we need to know is if this change in behavior in the softphone comes with any configurable option to disable it and revert to the previous behavior.

4

Thank you.
Yes we have that option but you would first need to create the support ticket.

5

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