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Set DTMF Values

At a high level, DTMF response values control whether the Play Prompt validates the caller’s DTMF input or simply captures it. The Play Prompt compares the caller’s input with the configured Response Value to decide whether to proceed or retry.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.

Here are some examples of the workflow for different types of input.

Single-Digit Menu

An example of this scenario is , “Press 1 for Billing, Press 2 for Sales”.

  • Set the DTMF response values to the supported digits (, 1 and 2).
  • If the caller enters a configured value, the continues.
  • If the caller enters another value, the prompt repeats until a valid input is entered or the retry limit is reached.
  • the Dual-Tone Multi-Frequency output to branch the .

Multi-Digit Value

An example of this scenario is when the caller provides a ten-digit account number.

  • Pass a variable containing the expected value to the DTMF response value.
  • The caller’s input is compared against the expected value and if there’s a match the proceeds
  • If no match is found, turn on Require Response Retry to replay the prompt until the caller enters a valid input or reaches the retry limit.
  • The valid input value is accessible via the Dual-Tone Multi-Frequency output.

Collect Input without Validation

Pass a flow variable with a null or empty value into DTMF Response Value. No comparison is performed, and the system accepts any DTMF input value and passes the value forward via the Dual-Tone Multi-Frequency output.