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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.