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Keyboard Dialing Digit Tones

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 incorrectly conveyed due to digit audio leakage during transmission among diverse networks. Keyboard dialing provides an alternate mechanism to counteract this issue. It offers an alternate long tone method through an 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 an 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, 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.

Features

Keyboard Dialing features the following behavior:

Limitations

Keyboard dialing has the following limitations:

• Not readily available when call is put on “Mute”.

• Not supported for Virtual Contact Center CTI Connect for Salesforce.

• Not supported for recording personal greetings during verification calls.

 

See Also

 


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