Is there any way we can disable the DTMF tones to be heard by the agents when the users enter the informatio

[anish.gupta11]

Is there any way we can disable the DTMF tones to be heard by the agents when the users presses the keys

The call flow is as following:

Cube-->CUCM-->UCCX

Please let me know if there is any possible way to disable anywhere on Cube,cucm or uccx.

[Jonathan Schulenberg]

Your question doesn’t make sense at first glance. The wording suggests you want to disable DTMF support after the call is connected to an agent but I don’t understand why you would need/want to do that. The practical answer is no, this isn’t an out-of-the-box option. In theory, a Lua script on CUCM could conditionally strip all DTMF capabilities from the reINVITE sent to the PSTN gateway based on certain connected party information (ie the agent DN range) but Lua scripts aren’t supported by TAC and this would be very difficult for anyone not fluent in Lua scripting to understand or support.

[j.huizinga]

If user is connected with an agent, why would the user press keys? The parties are talking

[Jonathan Schulenberg · Accepted solution]

Because that's how the PSTN works; it simply opens a connection and passes media. In my opinion, this would be really obscure/complicated to block for what seems to be zero value. Your system though - check out the Lua scripting language if you're comfortable self-supporting your SIP trunk.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/sip_tn/9_1_1/sip_t_n.html

[Ahmed Khalefa]

I believe the situation might be as below : Customer is in conference with the Caller , and the IVR .. and the caller was asked to enter sensitive information .. like Credit-card number or pin ..
the problem might be related to the fact that the Agent can record the DTMF Tones and get the actual digits ..