DTMF-Based Routing
Short definition
DTMF-Based Routing: Routing incoming calls based on touch-tone digits entered by the caller.
Meaning and how it works
Key presses are transported as telephony signalling events or tones, and the PBX maps them to menu branches. Voice-based workflows help route service requests without requiring a person at every step. Their usefulness depends on clear prompts and a reliable route to human support.
Business applications
- Business scenario:
A caller presses 2 in an IVR menu and the PBX routes the call to technical support.
What to check before implementation
Test silence, invalid input, menu depth, language choices and the caller experience when automation cannot resolve the request.