VAPI•9mo ago

Ivr System detection an handling

Hi guys, I am building an outbound voice agent and i need to set it up in a way it will detect and handle ivr system fow example when they say press 1 for this department.... I want the agent to be able to naviguate intelligently an use the dtmf tool to get someone on the phone. I tried using the dtmf tool and some instructions in the system prompt but i still won't get it right. Please help

Vapi Support BotAPP•4/12/25, 12:40 AM

Hi there!

I understand you're trying to set up an outbound voice agent that can detect and navigate IVR systems using the DTMF tool.

Unfortunately, I can't provide specific code examples for your implementation. However, I can definitely help with strategies for IVR detection and navigation, as well as explain some known limitations with the current DTMF tool.

IVR Detection Methods

There are several approaches to detect IVR systems:

Analyzing Audio Streams
- Process incoming audio to detect IVR prompts by listening for specific menu options like "press 1 for sales" source.
Adapting Voicemail Detection
- Since IVR systems share similarities with voicemail systems, you can adapt voicemail detection techniques for IVR detection source.
SIP Transfer Detection
- Detect calls originating from IVRs via SIP transfer source.

## DTMF Tool Limitations

It's important to know that the current DTMF solution in Vapi has some limitations:

The DTMF tool has delayed playback time, causing IVR systems to not receive key presses in time source.
Vapi cannot directly receive DTMF tones source.

## Alternative Solutions

Due to these limitations, here are some alternative approaches:

Use Twilio Flex
- A recommended solution is to use Twilio Flex for IVR navigation and then transfer the call to VAPI source.

Vapi Support BotAPP•4/12/25, 12:40 AM

Manual IVR Navigation
- You can manually navigate the IVR system before transferring to Vapi source.

## System Prompt Configuration

For your system prompt, consider these strategies:

Structure your prompt with distinct sections for Identity, Style, Response Guidelines, and Task & Goals source.
Break down the IVR navigation task into a sequence of steps to guide the agent through menu options source.
Explicitly integrate the DTMF tool by specifying when and how the agent should use it source.
Include fallback options and error-handling mechanisms to handle unexpected inputs or system errors source.

Is there a specific part of the IVR navigation process you're struggling with that I can provide more detailed information on?

Sources:

⤵️ Mention @Vapi for follow-ups 🐥

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KyleAPP•4/14/25, 1:00 PM

Hey Cedric,

Really sorry as of now the IVR navigation feature doesn't work with VAPI. Because of some technical limitations, it may or may not work. Usually, we don't suggest using our DTMF tool; instead, we suggest you do the IVR navigation part by yourself and then attach the VAPI assistant to the call as a conference call.

Let me know if you require further help on this, and you can always raise any feature requests to improve the IVR navigation feature on VAPI.

KyleAPP•4/14/25, 1:00 PM

You can raise an feature request for it over here: https://roadmap.vapi.ai

Vapi

Give feedback to the Vapi team so we can make more informed product decisions. Powered by Canny.

precious-lavender•4/16/25, 12:11 AM

Hey Cedric, were you able to figure out the best way for IVR naviagation? I'm using Twilio right now and looking for the best way to do it.

inadequate-blushOP•4/16/25, 12:41 AM

no haven’t found yet, i am experimenting with some stuff

then-purple•6/15/25, 1:21 PM

Hi, did you find any solution for that problem yet, i'm doing a lot of outboud calls and what to get through the ivr so my agent can talk with some person and execute scenario in prompt

KyleAPP•6/17/25, 12:27 AM

This ticket has been marked as solved, and as a result, you will no longer receive any further responses. Kindly create a new support ticket to escalate your inquiry. 

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