DTMF detection in call

leo · Post by **leo** » 23 Feb 2010 13:36

Hi All,

In an Inbound call centre scenario is it possible to detect DTMF.
Like for example a customer presses say 1, 2 or 3 signifying his/her level of satisfaction from the call and this DTMF input is detected and interpreted in some way.

TIA
LEO

MR_PT1 · Post by **MR_PT1** » 24 Feb 2010 08:03

I guess it's a question! So, you can use an automated attendant with code entry to dial a code and send it to CSTA application.

leo · Post by **leo** » 25 Feb 2010 00:12

Thanx for the reply MR_PT1.
AA with code entry would work when one calls the AA. Here the customer's requirement is when the call is on and is in the ending phase, the agent asks the customer to dial 1/2 or 3 to rate his satisfaction level on the call, as good/fair or poor. This entry by customer gets detected and interpreted so as to sum up customer's rating of a call.

LEO

Post by **tot3nkopf** » 29 Mar 2010 05:58

Workaround-->in final stage transfer the call to IVR with digit collect feature

krzysioD · Post by **krzysioD** » 09 May 2010 17:50

If you have IVR seems like good solution

but will transfer to IAA work?

Post by **tot3nkopf** » 10 May 2010 02:36

With IVR and VisualIVR it will. With IAA only with back to back trunks.

alaint73 · Post by **alaint73** » 25 May 2010 10:51

For my case, I have IVR that allows callers to provide feedback at the end of their call.

Alain