Interactive Voice Response User Guide

Interactive Voice Response Touch-Tone Instructions

Alpha-Numeric Touch-Tone Entries

Use this function to enter elements that contain both alpha and numeric characters. Each button on a telephone keypad has a corresponding set of letters. Each letter is identified as a 1, 2, 3 or 4 to indicate the position on that key. To enter a letter, you’ll press a combination of buttons on your telephone keypad. First, press the * key. Then, press the key the letter appears on. Lastly, press the key corresponding to the position of the letter on that key. Below are some examples:

Alpha-Numeric Example Touch-Tone Entry
123456789B 1 2 3 4 5 6 7 8 9 *2 2
1EG4TE5MK72 1 *3 2 4 1 4* 8 1* 3 2 5* 6 1* 5 2 7 2
Q5W5Z5 *1 1 5* 9 1 5* 1 2 5

 

Touch-Tone Combinations for Letters

Letter Press Letter Press
A *21 N *62
B *22 O *63
C *23 P *71
D *31 Q *72
E *32 R *73
F *33 S *74
G *41 T *81
H *42 U *82
I *43 V *83
J *51 W *91
K *52 X *92
L *53 Y *93
M *61 Z *94

 

Alpha-Only Touch-Tone Entries

When speaking the beneficiary’s name, the IVR requires First Name, Last Name. However, when using touch-tone, the IVR requires Last Name, First Initial. For names, simply press the button on your telephone keypad that corresponds with the letter. Below are some examples:

Beneficiary Name Converted Name Touch-Tone
John Doe DOEJ 3 6 3 5
John St. Doe STDOEJ 7 8 3 6 3 5
John Doe Jr. DOEJRJ 3 6 3 5 7 5
John L. Doe Smith DOESMITHJ 3 6 3 7 6 4 8 4 5

 

Tips for Touch-Tone Use 

  • Use our IVR Conversion Tool to easily convert the name, PTAN, MBI, etc. to touch-tone. 
  • You can’t combine speech and touch-tone when providing a single element (e.g., you can’t speak the numbers in the MBI and then enter the alpha character(s) via touch-tone). However, you can switch between speech and touch-tone throughout the call (e.g., speech for beneficiary name and touch-tone for MBI).
  • You don’t need to wait for a prompt to use touch-tone. 
  • You can press “9” to move to the next topic.

Posted 11/19/2024