No tones heard when posting digits to DTMF endpoint in conversations API

Platform API
1

Hi there,

I am trying to send DTMF tones to a conversation. For this, I am posting digits to the following endpoint for the currently connected agent:

https://developer.genesys.cloud/api/rest/v2/conversations/#post-api-v2-conversations--conversationId--participants--participantId--digits

The body looks like this:
{
"digits": "1"
}

I do get a 202 Accepted response, and I hear some kind of noise in the conversation after I post this request. But it seems the DTMF tones are not played out loud, which is needed in our use case.

Is this expected behaviour of this API, or is this a bug in the platform? Or am I doing something wrong?

Edit:
I don't hear the tones when I press buttons on the DTMF dialpad in the PureCloud iFrame, so you could that have something to do with it?

2

I can confirm that you are calling the right API. In Genesys Cloud the agent won't hear the actual DTMF tone, but you should hear some audio tone. The same audio tone is played to the agent for each digit and this is also the audio tone that is in the call recording. This is done for PCI compliance so that we don't store the DTMF tones for a credit card, etc. However, in a real call the caller on the other end will hear the actual DTMF tone.

The way I tested this was to place an inbound call into the call center from my mobile phone and have it route to an agent. When the agent answered I popped open the browser's developer tools to monitor the network traffic. I then used the Dialpad in Genesys Cloud to send DTMF tones. I could then see the /api/v2/conversations/{cid}/participants/{pid}/digits requests being made with the {digits:"1"} payload.

3

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