Defining DTMF (Dual-Tone Multi-Frequency) keypresses

Use this procedure to define the actions that are triggered when a caller presses a DTMF key while waiting in the queue.

When a caller presses a configured DTMF key, the corresponding action takes place. The call can be forwarded to voicemail (either built-in voicemail or voicemail IVR), another queue, or external number. You can also configure the call to be disconnected or disconnected and a busy tone played. Callers can press DTMF keys during both the welcome prompt and the in-queue prompt. Create your own prompt presenting the available options and replace the system default prompt with it. For more information, see Audio prompts.

  1. On the System Configurator main screen, choose Queue management > Queues > [phone queue].

  2. Search for the phone queue for which you want to configure DTMF keypress options.

  3. Choose the queue by double-clicking it and open the block DTMF keypress configuration.

  4. Define keypresses using one of these methods:

    • Enter the IVR, queue, or external number.

    • Click the edit icon next to the field and choose an action.

    Note:

    If you've already defined an action in Queue management > Queue > [phone queue] > Contact management > DTMF keypress for forwarding and your new configuration contains the same keypress with a different action, the configuration defined in DTMF keypress for forwarding is used.

  5. Save your configuration.