Fonolo uses a DTMF 1 press from one of your call center Agents to:
- Differentiate between hold music/announcement messages, and an actual Agent who has picked up the Fonolo placeholder call, and to;
- 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.