Handle DTMF input in IVR applications

For Interactive Voice Response (IVR) applications, you may also want to use dual-tone multi-frequency (DTMF) inputs, for example from a telephone keypad.

This could include:

• Single key inputs that correspond to one of a set of options, for example, for a menu. This would be defined by a DTMF mapping in Mix.dialog.
• A patterned sequence of key inputs, for example to key in an account or identification number. This would be interpreted with the help of an external DTMF grammar referenced in Mix.dialog.

DTMF inputs can be handled by an integration between Mix.dialog and Nuance Speech Suite using Nuance VoiceXML Connector. Speech Suite uses DTMF mappings or DTMF grammar references passed via Dialog responses to interpret DTMF input in terms of Dialog entities. It then returns the interpretation of the input to the Dialog service to advance the dialog.

For more details on such integrations and on configuring Mix.dialog to handle DTMF inputs, see Integrating with Speech Suite.