Allow DTMF in Conference

[SalC]

Big Issue! scenario is as follows:

• Call gets answered into call center
• Third party gets called via conference
• Call moved to ad hoc active conference
• Call is then transferred to Call Flow App for survey
• DTMF tones are not captured for the survey responses.

I read that DTMF doesn't work in conference but that was from 2017 threads. We need to be able to transfer the call to a survey in this situation.

 

[leejor]

Here is a more recent post, stating that it is not supported, and the reason...
https://www.3cx.com/community/threads/dtmf-tones-in-a-conference.67034/

 

[SalC]

Thanks, but is there a way then to just do a 3way call merge.... We need to be able to send the caller from the queue to the survey. Is there a way around this? Is there a way to break the caller out of the conference to the survey?

 

[eddv123]

I am not sure if this is a technical restriction but perhaps raise this query to a 3rd party integration partner:
https://www.3cx.com/call-center/crm-integration/

There will be a cost involved but they might be able to work something custom out for you in a CFD/custom type scenario.

 

[JohnS_3CX]

Have you seen this yet by the way? https://www.3cx.com/blog/releases/call-flow-designer-survey/

 

[SalC]

Yes thanks. The issue still is when the call is transfered to the call flow app, it doesn't respond to DTMF for the survey to work.

 

[JohnS_3CX]

I would speculate that the calls is still in a conference during the survey, thus causing the DTMF to be disabled.

Regardless though, you will have to provide more detailed information as to how the call flow works. As much detail as possible down to how the transfer is being performed

 

[SalC]

Thanks for looking into this. Here goes the flow:

• Incoming call goes to IVR 601 which action connects to queue 615.
• Call gets answered by agent extension 839 in webclient in Chrome.
• Agent wants to call a third party to add to support call so he presses Conference and dials the number.
• All calls are now in the conference.
• Third party hangs up.
• Usually when the call is about to end, we press transfer to 555 which is an IVR extension that sends the call to the survey call flow app, however in this situation, the call is still in the conference and the app doesn't take the DTMF tones. There needs to be a way that allows the tones after the transfer happens.