Copilot Studio – DTMF Only Mode in IVR
Microsoft's Omnichannel for Customer Service and Copilot Studio BOTs allow for disabling voice input and operating an IVR using only keypad entry. This can be useful in situations where background noise may disrupt voice input. By setting the system variable "OnlyAllowDTMF" to true, the IVR will only accept keypad input. However, it is recommended to offer both voice and keypad options for better customer experience. Additionally, it is possible to enable voice input for specific questions by setting "OnlyAllowDTMF" to false. This approach allows for a combination of speech-enabled and DTMF-only questions in the IVR.
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