More recently I raised an issue with the Genesys Telephony Support team about an issue that was identified with Outbound Dialer calls, where as part of an a Dialers Call Flow, when it connected with a person, one of the first requirements was for the customer to provide an IVR response.
The issue that was identified was that IVR responses were not being processed, as In-Band DTMF was being delivered to Genesys rather than Out-Of-Band DTMF, which is also known as RTP Events. Under RFC-2833 Genesys is expecting RTP-Events to be delivered, rather than In-Band DTMF.
As part of a very extensive investigation, one of the back-end Carriers has requested the removal of a Media Attribute from the SIP INVITE which is generated by Genesys Cloud, namely the removal of a=rtpmap:102 telephone-event/48000 from the Outbound Invite.
We currently use a BYOC Telephony Provider (no name, no packdrill), where they are in turn integrating with a number of AU based Telephony carriers, one of which is Telstra. The issue only occurs for Outbound calls, and from all that I see, Media Attribute 102 only appears in Outbound calls from Genesys.
What I am unsure about is whether it is even feasible to consider removal of the attribute from the SDP Payload, knowing that Video is supported by the Edges, and not knowing how Screen Sharing is invoked by Genesys... I am also unaware of us even being able to remove the attribute through Trunk Configuration...
Does anyone have any thoughts around the best way to handle this, as this is very much bordering on limits of my skill set and specialities around SIP Communications.