Enable barge-in

Genesys Cloud Applications Architect
1

is there a way to enable barge-in/key ahead and not clear DTMF buffer for data action/webservice block?

2

Moving to the Architect room.

3

Hello,

Can you provide some more information. Is this from within a "Bot Flow" or "InBound Call" flow, etc? If you had a sample flow to provide more context and I could use to try test out, that would be a bonus.

Thanks,

Kevin

4

Hi,
See attached a sample flow, basically this flow calls 3 data actions followed by mainmenu, since data action doesn't take/consume dtmf input, if user pressed 1 during greeting, it should go to mainmenu option1 after dataactions are completed, but it doesn't. it only played the audio "after data action 1", and will need to press eg 1111 to get to mainmenu option 1 during play greetings
BargeInTest_v1-0.yaml (5.6 KB)

5

Thanks for providing the sample call flow. So just to double check that I understand the issue. So with DTMF enabled for a number of menu options, when the callers presses a DTMF option it doesn't work between the "Initial Greeting" and until after at least one of the "Data Table Lookup " actions has completed.
Is this correct?

Kevin

6

I've reached out the team for more input related to DTMF and InBound Call Flows and this is the response they provided:

Short version: We flush DTMF as part of the flow initialization.

Long version: Early on we had several issues reported with DTMF carry-over (or "bleed through") when transferring from one flow to another. The most common scenario was an inbound flow that acted as a simple dispatch layer that transferred to another flow based off what the caller entered in a Menu or Collect Input. What was happening - and it seemed to only be an issue with certain cell phones - is that the duration of the DTMF was long enough that the tone that triggered the original flow's Menu/Collect Input was still present when the second flow hit its first Menu/Collect Input, causing it to (incorrectly) accept that tone as the input.

But they also mentioned that if this was important for the customer that it should be submitted to the ideas portal: https://genesyscloud.ideas.aha.io/ideas

Regrads,

Kevin

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