How to Speed Dial Through External IVRs
When making outbound calls, you may need to navigate an interactive voice response (IVR) system by entering DTMF digits in response to menu prompts.
When making calls to a contact through an IVR, Agent Desktop 2.0 allows the comma symbol (i.e. “,” ) to be added to phone numbers and extensions entered in the number input field. Each comma represents a one-second pause the system takes before entering the next DTMF key (e.g. 1-9, #, *); multiple commas may be configured consecutively for a longer pause. So, if you know what prompts need to be entered, including pauses allows you to effectively speed dial through the IVR.
How to Configure and Save Phone Numbers with Pauses
In the number input field, comma symbols may be added at the end of a regular number or extension and then between subsequently dialed DTMF keys. Examples of dialed numbers with pauses can look like the following:
- 18005556677,,,1,,4 - Dials the phone number 18005556677, pauses three seconds, sends 1, pauses two more seconds, then sends 4
- 16506046789,,1,1234567890# - Dials the phone number 16506046789, pauses two seconds, sends 1, pauses one more second, then sends 1234567890#
- 1002,3,2 - Dials extension 1002, pauses one second, sends 3, pauses one more second, then sends 2
Phone numbers and extensions dialed with comma symbols will appear in your Recents list and can be saved to contact records with the symbols included.
After saving a specifically dialed phone number to a contact record, all future outbound calls to this contact will include the pauses, allowing you to bypass IVR prompts and reach the contact sooner.
