A mismatch between DTMF standards can prevent Genesys IVR keypresses from being recognized — a backend flag from Invoca resolves this.
Symptoms
When sending calls from Invoca to Genesys destination numbers, DTMF tones (keypresses) may not be acknowledged due to a mismatch between RFC standards. Invoca uses RFC 2833, while Genesys adheres to RFC 4733, which can cause Genesys IVR keypresses to go unrecognized.Applies to
- Genesys customers using keypresses within Genesys to progress a call.
- Other providers, in rare cases where DTMF acknowledgment issues arise due to RFC differences between the provider and Invoca.
This should not be enabled for general DTMF tone acknowledgment issues — only after confirming the problem stems from an RFC mismatch.