> ## Documentation Index
> Fetch the complete documentation index at: https://docs.famulor.io/llms.txt
> Use this file to discover all available pages before exploring further.

# DTMF & keypad input

> Use DTMF on outbound calls to navigate IVR queues, or keypad collection to let callers enter digits securely — setup, timeouts, and prompt examples.

**DTMF input** and **keypad input (collect digits)** sound similar but solve different problems: one helps your **outbound** assistant press tones in someone else’s phone system; the other lets **callers** type digits so your assistant gets **accurate** values (PINs, customer IDs) without relying on speech transcription alone.

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## DTMF input (outbound / IVR navigation)

**When to use it:** Your **outbound** assistant reaches an **IVR or queue** (“press 1, press 2, press 3…”). DTMF lets the assistant **send those tones automatically** so the call progresses toward a human (for example a manager).

**Setup:**

1. Open **Prompt & Tools**.
2. Enable **DTMF input** — it appears in the standard tools row (highlighted when active).
3. The default instruction under the tool often works well; you **usually don’t need** to change it.

## Keypad input — collect digits from the caller

**When to use it:** The opposite case: your assistant **hosts** the interaction and you want the **customer** to enter digits on their phone — **menu choices** (1 / 2 / 3), **PINs**, **customer numbers**, etc. Values are captured **reliably** in the system and are not dependent on spoken transcription.

**Settings:**

* **Input timeout (seconds):** Pause allowed **between each digit**. Example: the caller types their customer ID slowly — with a 5-second gap, the assistant treats input as **complete** after the timeout and continues.
* **Confirm with #:** Alternatively, callers can enter at their own pace and **press #** to submit (video example: enter customer number, then **hash** to confirm). Tune timeout and confirm key to your use case.

**Prompt:** Rules live in your **system or assistant prompt**. The model needs clear instructions on **when** to ask for keypad entry and **what** to say (for example: ask for customer number, type on the keypad, press # to confirm). You can name the behavior in the prompt (e.g. “keypad input”) — the assistant can still follow natural phrasing.

**Example patterns:**

* *“If you need the caller’s customer number, ask them to enter it on their phone keypad and confirm with #.”*
* *IVR-style:* *“Press 1 to reach support, 2 for …”* — same mechanism for **digit capture** and follow-up routing or CRM lookup.

<Tip>
  Related: [Prompt & Tools](/en/ai-assistants/prompt-and-tools), [Outbound calls](/en/outbound-calls/overview), [Inbound calls](/en/inbound-calls/overview).
</Tip>