Hi team We're looking to resolve forwarding issues to extensions, generally we'd be keen to understand LiveKit phone numbers and whether they support extension forward (e.g.

tel:+11234567788;post=1

) for an existing call. Also curious on whether this service is managed by Livekit directly or a partnership with one of the other 4 providers. We're building integrations right now with another provider to provision / configure trunks and it'd make our life much easier if we can reduce the duplicate work of configuring both Livekit / provider trunks 🥲 Thanks!

Can you tell me more about your usecase with extensions. Have you tried using warm transfer?

The use case is just that our customers have set up their phone lines with extensions for calling e.g.

1 for billing, 2 for credit cards

and we need to mimic forwarding things to the right line after we do verification. Warm transfers may work but it means we maintain a WebRTC room and collect transcripts for a part of the call chain we're not legally allowed (+ our clients don't want to pay for extra WebRTC minutes).

So the agent can handle DMTF reception

We're currently using Telnyx so what I'm hearing is that the above extension will be respected in the

INVITE REFER

message?

I am not exactly sure what you mean. But when the agent receives the call it can detect DTMF

Right but when the agent needs to transfer to an external line after triaging a downstream customers claim, it then needs to forward things back to an internal line to department 1 to continue on with the workflow. In order to do so we need to hit their internal dialpad to find the right person which is where DTMF comes in. So workflow is, customer calls in, verifies details, sorts out other admin details with AI agent - AI agent now needs to transfer them out to talk to a representative as they have an edge case. On the dial out, we need to forward it to a given number as well as potential dialpad instructions when it connects using DTMF. I understand that this is more of a concern of the number provider, given that Livekit phone numbers don't support outbound dialling yet it's probably best to revisit this when that feature comes out so we can test it properly to see if it works with your numbers (as it doesn't get respected for either Twilio / Telnyx as their SIP protocols don't allow it).

In that case you will need a warm transfer if you want the AGENT to do the DTMF bit

No dramas, loving the ease of set up for Livekit numbers - can't wait for them to roll out!