CallSendDialpadDigits

The CallSendDialpadDigits action sends DTMF (dual-tone multi-frequency) dialpad digits during an active call. This is used when the AI Employee needs to navigate an IVR (Interactive Voice Response) system or interact with a phone menu by pressing digits. The action analyzes the conversation to determine when and which digits to send.

Triggering event:

• broadcast_analyze_conversation — Triggered when the system analyzes the conversation for required actions.

::: 🗒️ NOTE

This action only works with the Newo Voice integration. :::

How it works

1. The action checks whether dialpad output is enabled for the project.
2. It verifies that the Newo Voice integration is configured.
3. The action retrieves the latest conversation turns and the most recent agent response.
4. Using structured generation with low temperature (0.2) for deterministic output, it analyzes the conversation to determine:
   • Whether the agent needs to send dialpad digits.
   • Which specific digits to send.
5. If digits need to be sent, a dial_digits command is issued to the Newo Voice connector.

Configuration

Command sent

When digits need to be sent, the following command is issued:

SendCommand(
  commandIdn="dial_digits",
  integrationIdn="newo_voice",
  connectorIdn="newo_voice_connector",
  actorId="[active_call_actor_id]",
  digits="[digits_to_send]"
)

Analysis output

The structured generation produces a JSON object with the following fields:

{
  "agent_must_send_dialpad_output": true,
  "dialpad_output": 1
}

Example

Enable dialpad digit sending for outbound calls that may encounter IVR menus:

project_attributes_setting_phone_dialpad_output_enabled = "True"
project_attributes_setting_voice_integration_service = "NEWO Voice Integration"

When the AI Employee encounters a phone menu prompt like "Press 1 for sales, press 2 for support," it analyzes the conversation context and automatically sends the appropriate digit.