Eir button dtmf

Description

Enables agents to initiate an outbound call to a preconfigured IVR number and relay DTMF tones to mask the customer's actual phone number before presentation. Agent enters the DTMF value (typically the callee's number) in a gadget input field. On submission, the system sends the DTMF string to the active call session via the Call Dialog ID. IVR/CVP masks the outgoing number before presenting to the end customer. The IVR number is static and managed via configuration.

Canonical use case

An outbound contact centre agent calls a customer's landline but needs to present a generic company number rather than their direct extension. The EIR button initiates the call to the IVR, the agent enters the customer number as DTMF, and the IVR relays the masked number to the customer.