Issue with press_digit not triggering in IVR – Call IDs attached

Support Help
2

Based on the issue you’re experiencing with press_digit not successfully triggering IVR selections, there are several common causes and troubleshooting steps to consider(1).

Common Causes of press_digit Failures

Timing Issues: The most common reason for press_digit failures is that digits are being pressed too early, before the IVR system is ready to receive them(1). The agent may press the button before the IVR prompt has finished playing(1).

Configuration Requirements: To enable Press Digit functionality, you need to(2):

  1. Add a Press Digit Tool to your agent(2)
  2. Add navigation prompts to guide the agent when and what digits to press(2)
  3. Add interaction rules for handling edge cases(2)

Recommended Troubleshooting Steps

Increase Pause Detection Delay: Try increasing the pause time before pressing by adding an extra 500-2000ms above the current time(1). This setting can be configured in the Press Digit function configuration(2).

Review Your Prompts: Ensure you have clear instructions on when to press digits(2). For example:

## IVR Navigation
When interacting with automated systems, menus, or IVR prompts:
Your goal is to reach the scheduling or appointments department.

(2)

Check Interaction Rules: Make sure you have defined rules for when to press digits(2):

## IVR Interaction Rules
1) If the IVR allows you to speak a department name or short phrase:
   - Speak the appropriate department name clearly.
2) If the IVR explicitly instructs you to press a number:
   - Use the press_digit function with the instructed digit.

(2)

Verify API Version: This functionality only works with Call API v2(2). If you’re using older API versions, you need to migrate(2).

Transport Method: For custom telephony integrations, ensure you’re using the correct transport method (TCP is recommended)(3). The SIP server URI is sip:sip.retellai.com(3).

Next Steps

For direct assistance with your specific call IDs, I recommend:

The support team can review your agent configuration and call logs to identify the specific issue affecting your calls.