# DTMF and dialout

## DTMF and dialout

DTMF lets callers press keys to trigger the next voice action.

Use it when a call should branch to another destination without agent handling.

### Common DTMF actions

A DTMF option can typically route the caller to:

* another account or resource
* a voicemail box
* an audio recording
* an outbound dialout action

### When to use DTMF

Use DTMF when you need:

* a simple keypress menu
* a direct path to voicemail
* a recording-only path
* a keypress that starts another call action

### Dialout behavior

Dialout is used when a voice workflow needs to place the call toward another destination.

Use it carefully. Confirm the destination and fallback behavior before rollout.

### Automatic IVR digits in dialout

Dialout can send DTMF digits automatically after the destination answers.

This format is supported in both Simple IVR and Enhanced IVR dialout workflows.

Use `#` to separate the main number from the extension or each IVR step.

Supported examples:

* `5551234567#1234` dials the number, then sends `1234` as the extension
* `5551234567#1#2` dials the number, then sends `1` and `2` through a multi-level IVR

Use this when the destination requires extension entry, paging access, or a predictable IVR path.

### Simple DTMF pattern

```
Greeting
   ├─ Press 1 → Queue
   ├─ Press 2 → Voicemail
   ├─ Press 3 → Recording
   └─ Press 4 → Dialout action
```

### Best practices

* keep keypress options short and clear
* avoid too many choices in one menu
* test every key before rollout
* test automated IVR paths end to end
* confirm timeout and invalid-input behavior

### Related pages

* [Voice](/docs/portals/admin-portal/voice.md)
* [IVR](/docs/portals/admin-portal/voice/ivr.md)
* [Enhanced IVR](/docs/portals/admin-portal/voice/enhanced-ivr.md)
* [Phone controls](/docs/portals/agent-portal/voice/phone-controls.md)


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://www.kauneonga.com/docs/portals/admin-portal/voice/dtmf-and-dialout.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.