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This guide is for Retell LLM users. If you are using custom LLM, visit LLM Websocket for how to send DTMF tones.
A lot of times, when doing outbound phone calls, it’s quite possible for the voice agent to encounter an IVR (Interactive Voice Response) system. The voice agent needs to navigate the IVR system to reach the right department or person, or enter necessary information.
  • Some IVR takes the audio input, and for this kind of IVR, you can simply prompt your agent to navigate through it.
  • Some IVR takes the DTMF (Dual-Tone Multi-Frequency) input, which is what got sent when you press digits on the phone keypad.
This guide will show you how to set up the agent to navigate the IVR with pressing digits.

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Steps

1

Add a Press Digit Tool

This would give your agent the ability to press digit. The description is optional here, you can specify when and what digits to press if you want.
2

Add Prompt

Add prompts to guide agent when and what digit to press. You can write stuff like
You are going to call to a business and they may have IVR setup.
Listen carefully to their setup and press the right digit to navigate 
the IVR to reach the support department.
Or alternatively if you already know what digit to press beforehand, you can write
Press digit 1 to reach the support department.
3

Give It a Try

After saving the agent, you can test by placing an outbound call to a number that has an IVR system, or you can call yourself and mimic the IVR system by saying phrases like “Press 1 for xxx”.