During a phone call, agents may encounter problems communicating digit tones to an IVR system using the telephone key pad. For example, during an outbound call, an agent inputs an account number in response to an IVR system prompt; the account number may be conveyed incorrectly due to digit audio leakage during transmission among diverse networks. Keyboard dialing provides an alternative mechanism to counteract this issue. It offers an alternate long tone method through a Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. Dial Pad interface to convey digit tones from Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. to a touch tone IVR system across diverse networks, limiting the possibility of digit audio leakage.
Keyboard dialing allows an agent to generate two types of digit (DTMF) tones: Short Tone, and Long Tone. When the default short tone fails, an agent may select long tone using the Dial Pad interface to communicate the information correctly to the destination IVR system.
Keyboard Dialing features the following behavior:
- Available during any active phone call session.
- Supports two types of digit tones: short tone, and long tone.
- Preserves the digit tone setting per agent, per browser, and per workstation. If an agent logs out and logs back in to the same workstation, previous digit tone settings are maintained until the next manual change.
- Shares between two busy lines in a two-line call. The dial pad stays open when agent switches between two busy phone lines.
- Generates digit tones for the active line only, in the event of an agent handling two busy lines.
- Allows navigating voicemail IVR to access voicemail.
Keyboard dialing has the following limitations:
- Not readily available when call is muted.
- Not supported for Virtual Contact Center CTI Connect for Salesforce.
- Not supported for recording personal greetings during verification calls.