The DTMF Form page lets you create the DTMF forms that appear on the agent screen. A DTMF form can collect data from the customer via DTMF (keypad) input, let the agent enter data, show informative text to the agent, and send the collected data to an endpoint.
Menu path: System Administrator > Call > DTMF Form
Creating a new DTMF form
To create a new DTMF form, click the New button.
In the form builder that opens, you can create the DTMF form that will appear on the agent screen by adding the elements described below.
Form elements
Customer input
Customer input is used to gather data from the customer (end user) via DTMF input.
The input type options are number and date.
Turn on the Required toggle if the data to be collected is mandatory.
Enter the Input Title to make the input more meaningful on the form.
Enter the Variable Name so that the information can be conveyed to the endpoint at submission. Enter the name exactly as it is.
The customer data can be validated according to the setup in the form. The validation options are credit card or custom digit number limiting.
Note: Always select masking to secure sensitive data.
Agent input
Agent input allows the agent to enter data on the form. The input type options are text and date.
Text input
The text input is used to add informative details to the form for the agent to read.
You can bring dynamic information to the form using call variables. Variables from other systems, standard call variables, or variables entered in the IVR can be shown to the agent by entering $[variablename] in the text.
Submit button
The submit button allows the agent to send the data on the form to the specified endpoint. You can select a webhook that was already created in the Webhook menu under System Administrator.
Rearranging the elements
You can rearrange the order of the elements on the form by dragging and dropping them in the form builder.
After saving the form
Once the form is created, it is listed in the DTMF Form table.
