Press Digit (IVR Navigation)

Enable your agent to navigate DTMF-based IVR phone menus by pressing digits.

Overview

The Press Digit tool lets your agent send DTMF tones to navigate IVR systems — useful for outbound calls where your agent needs to get through a phone menu before reaching a person or department.

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Setup

1. Add the tool

   In your agent’s Functions section, select Press Digit from the dropdown. Optionally add a description specifying when and what digits to press.

2. Write navigation prompts

   Give the agent clear instructions for navigating the IVR. Two approaches:

   Goal-based (when you don’t know the exact sequence):

   Navigate the IVR to reach the scheduling department.
   Preferred keywords: scheduling, appointments, new patients.
   Avoid: billing, referrals.
   

   Direct (when you know the exact path):

   Press 1 for English, then press 2 for appointments.
   
3. Define edge case rules

   Handle unexpected situations explicitly:

   If the IVR indicates you have reached the wrong company, immediately call end_call.
   
4. Optionally extract post-call data

   Track IVR metrics like:

   • Whether an IVR was encountered
   • Whether a human was reached
   • Navigation path taken
   • Number of retries
5. Test

   Place actual outbound calls to the IVR system, or simulate one by speaking IVR-style prompts during a test call.

Where the IVR accepts speech, use spoken responses. Only use digit-pressing when the system requires numeric input.