Press digit node is used to navigate through IVR (Interactive Voice Response). The agent will not speak when it’s in this node, but rather it will determine whether it should, and which digit to press.

It evaluates whether to press digit every time user is done speaking (also impacted by detection delay), and if a digit press is needed, it will infer the specific digit needed and press it.

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When Can Transition Happen

Transition happens when user is done speaking. Usually you write your goal of navigating in IVR like Reached xx department in the condition, and if the digit press is correct and successful, the user sentence will indicate that. You also want to cover scenarios like getting stuck in the IVR, so you can write conditions like Menu repeated xx times to handle that.

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Configure Press Digit Behavior

1

Setup IVR Navigation Instructions

Write up some instruction so that the agent knows whether and what digit to press.

2

Configure Detection Delay

Some IVR systems speak slowly, so to make sure the agent does not make any decision prematurely, you can set a delay on pauses to make sure the whole IVR menu is captured. We recommend setting this to 1 second.

3

Configure Other Settings

For cold transfers, you can configure how the caller ID appears to the next agent:

  • Retell Agent’s number: The transfer destination will see the Retell agent’s number
  • Transferree’s Number: The transfer destination will see the number that the user is calling from

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Rest of Node Settings

  • Global Node: read more at Global Node
  • LLM: choose a different model for this particular node. Will be used for determining whether and what digit to press.