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IVR System and Instant DTMF Keying Data Retrieval in Azure Communication Services

Sami OZCAN 0 Reputation points
Nov 19, 2023, 7:19 PM

Hello,

I am working on a project to create an IVR (Interactive Voice Response) system on Azure Communication Services. In this system, I want to route incoming calls via IVR and receive instant DTMF (Dual-Tone Multi-Frequency) dialing data.

In line with my requirements, I need information on the following topics:

  1. How to create an IVR system on Azure Communication Services? Which steps should I follow?
  2. Which APIs or methods can I use to route incoming calls to specific departments via IVR?
  3. It is very important to get the data of DTMF (Dual-Tone Multi-Frequency) dialing on the IVR system instantly. In particular, I want to instantly detect which keys were pressed at a specific moment of the call. For example, "Pressed key 5 at 4 seconds into the call, date and time: 12.12.2023 18:00" is critical for me. Is it possible to get this data? If possible, which methods should I follow to capture this data?
  4. What features or methods are available in Azure Communication Services to detect and block spam calls?
  5. In which countries and on which service plans are features like IVR and call data handling supported? Are there alternative ways to use these features in a country where they are not supported? (We will use this whole system in Switzerland).

Any help or suggestions from anyone who has experience in this area or has used these systems would be very valuable to me. Any documentation or sample application can also make my job easier.

Thank you in advance for sharing your information.

Sincerely regards,

Sami

Azure Communication Services
Azure Communication Services
An Azure communication platform for deploying applications across devices and platforms.
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  1. VenkateshDodda-MSFT 23,811 Reputation points Microsoft Employee
    Nov 20, 2023, 6:41 AM

    @Sami OZCAN Thanks for reaching out to Microsoft Q&A apologize for any inconvenience caused on this.
    Azure Communication Call Automation supports IVR system and DTMF gathering inputs from the input call.
    For IVR system ACS utilizes the Cognitive service (like Text to speech) and below are the list of regions where Azure AI is supported to integrate with Communication service.
    User's image

    Refer to the below list of documentation to achieve/implement IVR system using ACS:

    1. About callAutomation and its supported capabilities.
    2. Connect to ACS with AI service (Cognitive Service) and play action on how to play an audio or text to specific user or to all participants in the call.
    3. Gathering user input from the call either using DTFM or using Voice recognition (speech to text) and its implementation.

    You can also refer to this simple IVR solution build on ACS call automation.

    As Vahid Ghafarpour mentioned in the below yes, currently DTMF enhancements is in public preview, and it is not recommended for productions scenarios. Feel free to reach back to me if you have any further questions on this.

    2 people found this answer helpful.

  2. Vahid Ghafarpour 22,445 Reputation points
    Nov 19, 2023, 7:26 PM

    Thanks for posting your question in the Microsoft Q&A forum.

    Based on their roadmap,

    https://github.com/Azure/Communication/blob/master/roadmap.md

    it seems Continuous DTMF is planned for Q4 but not launched yet.

    You can monitor the GitHub repository to find the latest updates.


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