DTMF capture happens inside the Amazon Connect Contact Flow that Service Cloud Voice provides. Configure the prompt, the capture step, and the conditional routing branches; the rest is the customer's keypad.
- Open the Amazon Connect Contact Flow editor
From the Service Cloud Voice console, navigate to your Amazon Connect instance and open the Contact Flow you want to modify. The editor is hosted by Amazon Connect, embedded in the Salesforce UI.
- Add a Get Customer Input block
Drag a Get Customer Input block onto the canvas. This is the DTMF-capture node. Connect it after your welcome prompt or routing logic.
- Configure the prompt
In the Get Customer Input block, set the prompt text (the Text-to-Speech voice the customer hears). Example: Welcome to support. Press 1 for billing, press 2 for technical support, press 0 for an operator.
- Set DTMF input options
In the block''s properties, set the input type to DTMF, the timeout (typically 5 seconds), and the maximum digits (1 for a single-key choice, more for an account number). Each option (1, 2, 0) gets a labeled branch on the block.
- Wire the branches to routing logic
Each branch connects to a downstream block: a queue, another Get Customer Input, a Lambda function call, or a transfer. The 1-branch might route to the Billing queue; the 2-branch to Technical Support; the 0-branch directly to the operator queue.
- Publish and test
Save the contact flow, click Publish. Make a test call to the phone number, navigate the IVR with your keypad. The agent''s screen pop in Salesforce should reflect the path you took.
Get Customer Input with max digits 1. Used for menu navigation: 1 for sales, 2 for support.
Max digits set higher (4-12). Used for account numbers, PINs, ZIP codes.
Mask captured DTMF in call recordings. Required for PCI-compliant credit-card capture.
After DTMF capture, route based on a Lambda function''s response (looking up the customer in Salesforce, checking VIP status, etc.).
- DTMF capture timeout defaults are short (5 seconds typical). Customers entering long account numbers slowly will time out. Configure timeout per use case.
- Voice bots and DTMF compete for the same audio channel. If both are enabled, the bot may interpret DTMF tones as background noise. Choose one or the other per IVR step.
- Tone suppression must be configured explicitly. Default recording captures DTMF tones; if your IVR collects credit-card data, you must enable tone suppression or risk a PCI violation.
- DTMF over poor VoIP connections can drop tones. Customers on weak connections occasionally hear I did not get that, please try again. Build the IVR to allow retries gracefully.