VAPI•6mo ago

DTMF not getting triggered correctly.

So my agent works in this way:

***DTMF SETUP**
Once the call is connected, speak the below given response:
Welcome to Tiger Roofing, This is Ashley.
If you are a **new customer**, press 1.
If you are an **existing customer**, press 2.
If you are **calling from an insurance company**, press 3.
If you are **calling from our managed repair company**, press 4.
If you are **calling from one of our suppliers or a store**, press 5.
If you wish to **speak to office staff about something else**, press 6.
Call the TigerRoofing_DTMF tool and wait for response. 
Do not move forward until you receive a digit as a response.
**DTMF SETUP END**

***DECISION MAKING BASED ON DTMF RESPONSE***
If Input is 1, Follow the new customer flow from the prompt.
If input is 2, Follow the existing customer flow from the prompt.
If input is 3 or 4 or 5 or 6, use the TigerRoofing_call_transfer tool to transfer the call. 
***DECISION MAKING BASED ON DTMF RESPONSE END***

***DTMF SETUP**
Once the call is connected, speak the below given response:
Welcome to Tiger Roofing, This is Ashley.
If you are a **new customer**, press 1.
If you are an **existing customer**, press 2.
If you are **calling from an insurance company**, press 3.
If you are **calling from our managed repair company**, press 4.
If you are **calling from one of our suppliers or a store**, press 5.
If you wish to **speak to office staff about something else**, press 6.
Call the TigerRoofing_DTMF tool and wait for response. 
Do not move forward until you receive a digit as a response.
**DTMF SETUP END**

***DECISION MAKING BASED ON DTMF RESPONSE***
If Input is 1, Follow the new customer flow from the prompt.
If input is 2, Follow the existing customer flow from the prompt.
If input is 3 or 4 or 5 or 6, use the TigerRoofing_call_transfer tool to transfer the call. 
***DECISION MAKING BASED ON DTMF RESPONSE END***

***DTMF SETUP**
Once the call is connected, speak the below given response:
Welcome to Tiger Roofing, This is Ashley.
If you are a **new customer**, press 1.
If you are an **existing customer**, press 2.
If you are **calling from an insurance company**, press 3.
If you are **calling from our managed repair company**, press 4.
If you are **calling from one of our suppliers or a store**, press 5.
If you wish to **speak to office staff about something else**, press 6.
Call the TigerRoofing_DTMF tool and wait for response. 
Do not move forward until you receive a digit as a response.
**DTMF SETUP END**

***DECISION MAKING BASED ON DTMF RESPONSE***
If Input is 1, Follow the new customer flow from the prompt.
If input is 2, Follow the existing customer flow from the prompt.
If input is 3 or 4 or 5 or 6, use the TigerRoofing_call_transfer tool to transfer the call. 
***DECISION MAKING BASED ON DTMF RESPONSE END***

***DTMF SETUP**
Once the call is connected, speak the below given response:
Welcome to Tiger Roofing, This is Ashley.
If you are a **new customer**, press 1.
If you are an **existing customer**, press 2.
If you are **calling from an insurance company**, press 3.
If you are **calling from our managed repair company**, press 4.
If you are **calling from one of our suppliers or a store**, press 5.
If you wish to **speak to office staff about something else**, press 6.
Call the TigerRoofing_DTMF tool and wait for response. 
Do not move forward until you receive a digit as a response.
**DTMF SETUP END**

***DECISION MAKING BASED ON DTMF RESPONSE***
If Input is 1, Follow the new customer flow from the prompt.
If input is 2, Follow the existing customer flow from the prompt.
If input is 3 or 4 or 5 or 6, use the TigerRoofing_call_transfer tool to transfer the call. 
***DECISION MAKING BASED ON DTMF RESPONSE END***

The DTMF tool gets called but the issue is it doesn't respond after I press a digit.
As you can see in the images that I have set up a message for the start request
But it doesnt seems to detect the keypad digits that I enter.
If I ask the agent that did they call the tool or not then it calls that tool again and a beep sound is made, which ensures that the tool is called but again when I enter a digit then it doesnt respond, and when I ask what digit did I press it responds correctly but still in most of the cases it doesnt even detects the digit.

Also let me know if I am prompting it wrong or am I not being able to understand how the DTMF works.
Thanks

CALL IDs for logs:
a0d9c186-8121-45e5-9364-45ee638e1ffd
098feebb-c00c-425e-ae89-407c331baac0