Why does this setting in the Gather Input block appear to ignore the configured timeout values when integrated with the latest Genesys Cloud release in the Europe/Paris region?
We are experiencing a critical issue within our primary IVR architecture. The Gather Input block is failing to capture DTMF tones correctly, triggering the fallback path immediately. This behavior started appearing after the last platform update, specifically affecting flows that utilize advanced speech-to-text hybrid routing.
The environment details are as follows:
- Region: Europe/Paris (EU1)
- Flow Version: 4.2.1 (Production)
- Block Type: Gather Input (Speech and DTMF)
- Timeout Configuration: 10 seconds for initial prompt, 5 seconds for subsequent prompts
The issue is not consistent across all agents but seems to correlate with high-concurrency periods during the 09:00 CET rush. When the system load exceeds 80% of our provisioned capacity, the Gather Input block behaves erratically. Instead of waiting for the user to press a key or speak, it jumps directly to the ‘No Input’ branch. This forces callers into a loop that eventually leads to an abandoned call, significantly impacting our Service Level Agreement (SLA) metrics.
We have reviewed the Conversation Detail views and noticed that the interaction logs show a ‘timeout’ event occurring almost instantly, sometimes within milliseconds of the prompt starting. This suggests that the client-side audio stream is not being properly linked to the server-side input listener. We have verified that the agents’ headsets are functioning correctly and that the network latency is within acceptable limits (below 50ms).
Has there been a change in how the Gather Input block handles concurrent audio streams in the recent updates? We need to understand if this is a configuration error on our part or a platform bug that requires a workaround. Our current workaround involves adding a redundant ‘Play Prompt’ block before the Gather Input, but this is not a sustainable solution for a high-volume enterprise environment.
Check the DTMFType setting in the Gather Input block. Switch it from RFC2833 to Inband if your trunk provider isn’t passing RFC2833 events correctly. This mismatch is the usual culprit for immediate fallbacks during load tests.
The main issue here is likely a mismatch between the trunk’s DTMF transmission method and the block configuration.
- Verify the trunk is sending RFC2833 or Inband correctly.
- Align the Gather Input block’s DTMFType setting with that trunk configuration.
- Test with a known-good SIP trace to confirm event delivery.
Make sure you verify the DTMF configuration alignment across your entire BYOC trunk chain, especially if you are managing multiple regions like AP-SG and AP-NE. The suggestion above regarding the DTMFType setting is spot on, but there is often a secondary layer of configuration in the trunk itself that overrides or conflicts with the Architect block settings.
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Check the Trunk’s DTMF Mode: Log into your Genesys Cloud admin portal and navigate to Admin > Voice > Trunks. Select the specific BYOC trunk associated with the failing flow. Ensure the “DTMF Mode” is explicitly set to match what your carrier is sending. If your carrier uses RFC2833, the trunk setting must reflect this. A common oversight is leaving the trunk on “Auto” or “Inband” while the carrier strictly sends RFC2833, causing the platform to drop the events before they reach the Gather Input block.
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Validate the Gather Input Block Settings: In Architect, double-check the Gather Input block configuration. The DTMFType field must exactly match the trunk’s mode. If the trunk is set to RFC2833, the block must also be set to RFC2833. Mismatches here cause immediate fallbacks because the platform never registers a valid input event.
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Inspect SIP Traces for Event Loss: Use the Interaction Search or SIP Trace tool to capture a test call. Look for c= or a=sendrecv lines in the SDP negotiation and verify that RFC2833 RTP packets are actually being received. If the packets are missing, the issue lies upstream with the carrier or the edge cluster, not the flow logic.
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Test with a Known-Good Carrier: If possible, route a test call through a different trunk or a Genesys-provided trunk to isolate whether the issue is carrier-specific. This helps determine if it is a configuration error or a carrier-side transmission problem.
Aligning these settings usually resolves the immediate fallback issue. If the problem persists, check for any recent carrier-side changes that might have altered their DTMF transmission method.