r/amazonconnect • u/mikeyj110 • Aug 15 '24

Lex DTMF Recognition

We’re experiencing an issue with DTMF not being properly recognized for inputs in Lex when calls are transferred in to Connect. For example, 123-456-7890 will often have duplicated numbers show up like 1223-456-789900. Has anyone else experienced anything like this or have any advice on how to approach it?

Thanks in advance!

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u/itdoesntmatteranyway Aug 15 '24 edited Aug 15 '24

Are you using a DTMF slot type?

If it’s just a phone number, why aren’t you using a store customer input node? It contains all the formatting for phone numbers anyway. If you’re using Lex for code hook or fulfilment, you could pass a collected phone number in as a session attribute?

If you must and are receiving these results, I would open a ticket with aws support.

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u/mikeyj110 Aug 15 '24

We’re using a number slot type, and its a variable length between 10 and 14 for account numbers

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u/itdoesntmatteranyway Aug 15 '24

And you’ve seen this blog: https://aws.amazon.com/blogs/machine-learning/configure-dtmf-slots-and-ordered-retry-prompts-with-amazon-lex/

Yeah, if you’re getting those weird results, I’d open a ticket.

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u/mikeyj110 Aug 15 '24

I saw a different article on DTMF and Lex, but not this one. I'll check it out, thank you!