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A known Genesys cloud platform issue can prevent DTMF keypresses from being recognized — a SIP integration resolves it.

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Symptoms

  • Keypresses aren’t recognized.
  • The call doesn’t route after multiple attempts.
Applies to: Call routing

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Cause

A known issue exists where the Genesys cloud platform can cause DTMF keypresses not to be recognized.

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Resolution

Reach out to your account team or submit a support request to discuss setting up a SIP integration, which resolves this issue.
Last modified on October 9, 2026