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  4. Do my Agents NEED to press DTMF 1 to start a call-back?

Do my Agents NEED to press DTMF 1 to start a call-back?

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Yes!

Fonolo uses a DTMF 1 press from one of your call center Agents to:

  1. Differentiate between hold music/announcement messages, and an actual Agent who has picked up the Fonolo placeholder call, and to;
  2. Confirm that the Agent is ready to make the call back to the Client. Fonolo has an optional feature called Pre-Call Questions that allows us to collect information from Client, such as Name, Account Number, etc, much like an IVR. Sometimes Agents need to hear this information 1 or more times, so the DTMF 1 press from the Agent is a single that they are absolutely ready to speak to the Client.

 

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