VAPI•3mo ago

IVR Navigation with DMTF Tool

Has anyone managed to consistently navigate IVR navigation using the DTMF Tool?

Issues I'm seeing:

Agent consistently talks over IVR prompt
Agent presses wrong button

Buttons are being pressed (and registered by the IVR), though it's only correct first time about 50% of the time. Wondering if this is a me problem or if the DTMF tool just isn't there yet. Reading through previous posts I've seen mixed reviews. Any best practices other than https://docs.vapi.ai/ivr-navigation?

Current setup

Single Vapi agent with IVR and prompt instructions (we're doing this for scheduling).

Other Options we're considering:

Multi-agent call (this feels more complex due to the handoff and inconsistent answering)
Other services
???

IVR Navigation | Vapi

How to navigate IVR menu systems effectively

KyleAPP•10/4/25, 12:55 AM

Hi Bob,

For effective IVR navigation using Vapi, here are some key recommendations:

Add pauses between digits: Use 'w' for a 0.5s pause and 'W' for 1s pause with numbers. Start with 'w' and adjust based on IVR responsiveness. Example format: 1w2w3W4#1w2w3W4#.
Wait for menus to complete: Ensure all options are spoken before sending DTMF sequences. Stay silent during the menu by sending a space character (" ").
Retry with slower inputs: If initial attempts fail, retry with increased pauses and consider a spoken fallback if necessary.
Compare telephony transports: Testing with different providers like Twilio and Telnyx can determine the most reliable setup for your specific IVRs.

These techniques help in achieving more reliable interaction with IVR systems. For further details, see the IVR Navigation guide.

IVR Navigation with DMTF Tool

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