Why can't I get DTMF to work with my Amazon Lex integration?

The Genesys Cloud and Amazon Lex integration does not support DTMF. However, the Genesys Cloud and Amazon Lex V2 integration does support DTMF capability. For more information, see About the Amazon Lex V2 integration.

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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Why can’t I get DTMF to work with my Amazon Lex integration?