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 Dial Pad interface to convey digit tones from 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:
Keyboard dialing has the following limitations:
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