Before you start
- You need an existing campaign set to Press-1 broadcast as its dial mode, or you’re creating one now.
- You need an audio file already uploaded to the audio library for the broadcast message.
- You need a queue with an extension, enrolled with the agents who take transferred calls.
Steps
1
Set the dial mode
On the campaign’s Dialer tab, set Dialer mode to Press-1 broadcast. A
dedicated Press-1 broadcast section appears.
2
Choose the broadcast message
In Broadcast message, select the audio asset played to a lead when they answer.
3
Set the transfer digit
In Transfer digit, enter the single DTMF digit a lead presses to be transferred.
4
Choose the target queue
In Transfer to queue, select the queue that receives transferred calls. Pacing runs
against this queue’s agents, not the campaign’s own connect queue.
5
Set a concurrency limit, if you want one
Enter Max concurrent calls to cap how many broadcasts run at once, independent of
agent availability. Leave the default if you don’t need a hard ceiling.
6
Decide what happens without a keypress
Set If nobody presses to Hang up, or to Leave a voicemail drop to play a
voicemail message before ending the call.
7
Turn on in-band DTMF only if your carrier requires it
Leave In-band DTMF off unless your carrier can’t deliver keypresses out-of-band
(RFC 2833). Most carriers don’t need this changed.
8
Save the campaign
Select Save.
Verify
The campaign status can reach Running. If the broadcast message, transfer digit, or
target queue is missing or no longer resolves (for example, the queue was deleted), the
campaign is blocked from running until it’s fixed.
Common problems
- The campaign won’t go to Running. One of the press-1 fields — audio, digit, or target queue — doesn’t resolve. Reopen the campaign and check all three.
- Transferred calls aren’t ringing agents. Confirm the target queue has enrolled, available agents — see Assign agents to a campaign.
- A carrier drops keypresses. Turn on In-band DTMF — some carriers only deliver DTMF in the audio stream rather than out-of-band.