We’ve designed a creative IVR path to push containment past sixty percent. The architect console marks the leg disconnected instantly when callers press #. User experience drops since the TTS engine misses the INVITE. A community thread from v23.10 flagged PCMU mismatches, but the codec stays locked. The setup runs a custom SIP trunk inside Genesys Cloud v24.2.1. Pressing the skip key triggers a 488 Not Acceptable Here error. SIP traces show the Contact header pointing to an outdated edge IP.
PureCloudPlatformClientV2 handles the SIP trunk negotiation directly. First, check if PCMU is enabled. The # press sends an RFC2833 packet that drops when the stream misaligns. You’ll want to verify the config.
telephonyApi = platformClient.TelephonyProvidersEdgeApi()
trunk = telephonyApi.getTelephonyProvidersedgesiptrunk('id', expand=['dtmfSettings'])
Switch dtmfMode to RFC2833 if it’s stuck on INBAND. The gateway just drops the skip key.