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• 5.3 • 5.8

How to Speed Dial Through External IVRs

Part of making outbound calls means navigating through IVRs. An IVR, or interactive voice response, is a phone menu that requires you to either speak or press phone keys to interact with a computer system that ultimately guides your call to the appropriate contact. While IVRs are very useful for companies to handle incoming calls, as a caller, they may require extra time and effort on your part to handle.

When making calls to contacts with IVRs, Agent Desktop allows the comma symbol (i.e., “,” ) to be added to phone numbers and extensions entered in the number input field for the purpose of speed dialing through the IVR.

Each comma represents a one-second pause the system takes before entering the next DTMF key (i.e., 1-9, #, *); multiple commas may be configured consecutively for a longer pause. Commas may be added at the end of a regular number or extension and then between subsequently dialed DTMF keys. Some examples of dialed numbers include the following:

  • 18005556677,,,1,,4
  • 16506046789,,1,1234567890#
  • 1002,3,2


How a phone number with added pauses looks in the number input field and the Recent list


Phone numbers and extensions dialed with comma symbols will appear in Agent Desktop’s Recent list and can be saved to a contact record with the symbols included.


Creating a new contact with the altered phone number


After saving the specifically dialed phone number to a contact record, all future calls will include the pauses, allowing you to bypass IVR prompts and reach the contact sooner.


How a saved contact with the altered phone number looks



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