Why it matters
The press digit tool enables agents to interact with phone menus, IVRs, and automated systems during live calls. To work correctly, the tool must be both created and explicitly enabled and referenced in the agent’s instructions.
Key Concepts
Press Digit Tool: A tool that sends a numeric DTMF input on a call.
DTMF: Dual-tone multi-frequency signaling used by phone systems to register keypad presses.
Delay (ms): The wait time before the digit is pressed, measured in milliseconds.
Tool Label: The internal name used to reference the tool in agent configuration and instructions.
Step-by-Step: Create a Press Digit Tool
Open Agents from the left-hand navigation.
Click Tools.
Select Create tool.
Choose Press digit as the tool type.
Enter a Tool name.
Optionally add a description.
Click Save to open the tool configuration page.
Configure the Tool
Review or update the Label.
Add or update the Description if needed.
Set the Delay (ms) value. (Defaults to 1000 milliseconds.)
Click Save to store the configuration.
Step-by-Step: Get an Agent to Use a Tool
There are two required parts: giving the agent access to the tool and instructing the agent how to use it.
Create and configure the press digit tool in the Tools section.
Open Agents and select the agent you want to update.
Click Edit agent.
Scroll to the Agent instructions section.
Add the press digit tool in the Select tools field so the agent has access to it.
In the instructions text, explicitly name the press digit tool.
Describe when the tool should be used.
Define any rules or constraints around its usage.
Save the agent configuration.
Without both steps, the agent will not use the tool.
Tips and Best Practices
Use longer delays when interacting with slower IVR systems.
Create separate press digit tools for different digits if clarity is required.
Use clear tool labels such as
press_1_main_menuorpress_9_operator.Be explicit in agent instructions about when the digit should be pressed.
Avoid vague instructions like “press a digit if needed.”
Troubleshooting
Issue | Possible Cause | Fix |
Digit not registered | Delay too short | Increase the delay value |
Agent does not press a digit | Tool not added or not referenced | Add the tool and name it in instructions |
Wrong menu option selected | Incorrect digit configured | Verify the digit used by the tool |
Call disconnects after press | IVR timing mismatch | Adjust delay or call flow |