Hi Retell team, I’m seeing an issue where my Conversation Flow voice agent is not successfully pressing “1” to accept calls from a voice call forwarding service (the IVR says “This is your voice call forwarding service. Press 1 to take this call. Otherwise, hang up and the call will be sent to voicemail.”). The agent transcript shows that message and then my compliance greeting, but as the caller I only hear the IVR and then the call disconnects, as if DTMF 1 was never received. I’ve sent an email to support with full technical details and call IDs under the subject: “Conversation Flow: forwarded calls not accepting DTMF ‘1’ (Press Digit node)” Just posting here so the team is aware and in case anyone else has seen something similar.

Hi, thanks for sharing. It looks like the agent isn’t sending the DTMF “1” properly—often this happens if the node triggers before the IVR is ready or due to how the call handles tones. Do you know if the forwarded call is SIP or PSTN? That can affect DTMF handling. @alvar

@Tremix I played with the timing of the trigger but to no avail. I've reached out to the clients service provider to find out whether they are looking for In‑band DTMF (audio tones in RTP), Out‑of‑band DTMF via RFC2833/RTP events or SIP INFO‑only DTMF. Does Retell have a preference? If one of these are not supported, what are my options?

Hi, thanks for the update. Retell supports both In‑band DTMF (audio tones) and Out‑of‑band via RFC2833/RTP events. SIP INFO‑only DTMF is not currently supported. If the provider requires SIP INFO, options include asking them to enable RFC2833 or In‑band tones, or implementing a custom integration in Conversation Flow to handle the DTMF via audio detection. We can help you explore the best approach based on the provider’s requirements. @alvar

Thank you @Tremix . Once I hear back from them, I'll provide an update here

Hello @alvar , the call you sent via the email , the agent didn't even use the tool , your instruction might be confusing for the agent make it more simple , like : Navigate to take this call or Navigate to the human agent of customer support department, make based on your need same with the condition make it simple like If Reached sales department for example.

@Tremix and @Omar Ashraf | Community Lead thank you both for your help. Based on your suggestions worked with the provider as well as made changes to the agent. It all works now.