Dtmf

Plays the tones generated when pressing a phone's number keys. These tones are known as DTMF Signaling tones that are generated when a contact presses a key on the telephone keypad..

Dependencies

The DTMF action's Digit Sequence does not support pause characters including commas ( , ) or periods ( . ). If these characters are included in the sequence, they are ignored and no tone output is produced for them.

Supported Script Types

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

Phone

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
DigitSequence	The series of digits that CXone should play. Any of the following digits may be used: 0123456789#*. This property can hold a maximum of 20 digits. If you need to send more than 20 DTMF tones, you can add multiple DTMF actions to your script.
ToneDurationms	The length of time each tone should be played in milliseconds. The default is 120.
ToneSpacingms	The length of time to wait between each tone in milliseconds. The default is 120.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.

Tips & Tricks

DTMF tones can be used by some systems to automate specific feature sets. For example, a script can be written that traverses a known IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. system. The correct sequence of DTMF tones can be played at appropriate intervals A period between points, limits, or events, such as dates or times. so that an agent doesn't have to manually go through the process.
DTMF tones are typically used to control an external system. If that system has APIs, consider using them instead. You can use REST APIs in your Studio scripts.
Another use for this action may be to dial into a PBX Internal telephone network that manages an enterprise's incoming, outgoing, and internal voice calls. system and enter a party's extension. The Dtmf action can play a sequence of DTMF audio tones simulating the touch tones on a phone.
DTMF can be sent through tones on the audio signal or via SIP Messaging – you may not actually hear audible tones depending on what system you are using to generate the DTMF. Note that CXone can consume both.
Changing the ToneDurationms parameter makes it more apparent that tones are actually being sent through.
You can use this basic script to test DTMF tones.
Use the _ERR variable to check for errors that may occur during DTMF collection. If an error occurs, this variable contains information about the error. If no error occurs during execution of the action, the variable is unchanged. Errors may include things such as exceeding the number of allowable digits.