Hi Team,

We have a scenario with one of our Clients (Financial sector). They are using AES DMCC .Net SDK for the Softphone. Agents have Avaya H.323 hardphone on their desk. During the call, Agent takes the Customer to conference with IVR for PIN management. The agent is put to mute using Selective Hold Listen so he cannot hear the DTMF pressed by Customer, but the issue is here that Agent can pass DTMF during the call which can lead to fraudulent activities.

So my question is, can we block/stop Agent from sending DTMF during the conference call?

Details are as follows :

Avaya Aura Release = Rel 8.x
Avaya Experience Portal Release = Rel 8.x
AES DMCC dotnet SDK = Rel 8.x

Conference Call flow is attached

Hi Martin,

I was not able to find the appropriate forum on Devconnect where I can post queries regarding ACR, WFO (QM).

If you know where I can post my query then please let me know.

Regards,
Mohsin Habib

Dear All,

I want to know the possibility of having ACR Search and replay fields to be appear in Quality Monitoring for making rules to deliver in the Inbox.

i.e. Can we have all the fields of ACR search and replay including UDFs and custom fields (I am attaching the snapshot of custom fields, we will use these fields to fetch data from external database)

kindly let me know whether it is possible or not.

Thanks in advance

Regards,
Mohsin Habib