Using the Keypad During an Active Call (DTMF)

Issue: Users may find that automated systems (Auto-Attendants) do not respond when they attempt to press numbers on their keyboard or type into the main dialer field during a call.

Cause: This occurs because the Search/Dial field at the top of the Intermedia Unite application is intended for initiating new calls or searching contacts. To interact with an automated menu (e.g., "Press 1 for Sales"), the application must send DTMF (Dual-Tone Multi-Frequency) tones, which are only generated through the Active Call Keypad.

Resolution Steps

To interact with an automated answering system or enter an extension during a call, follow these steps:

1. Locate the Call Control Bar

While the call is active, look at the call management window. You will see a row of icons for call actions (such as Mute, Hold, and Transfer).

2. Open the In-Call Keypad

Click the Keypad icon (represented by a 3X3$ grid of dots). This will open a dedicated numeric pad specifically for the active session.

3. Use On-Screen Input

• Click the digits on the screen directly using your mouse.

• Avoid the Search Bar: Do not type the numbers into the search or "To:" field at the top of the app, as this will not send tones to your current call.

Troubleshooting Tips

• Keyboard vs. Mouse: While some versions of the app support physical keyboard input once the keypad is active, clicking the on-screen buttons is the most reliable method to ensure the tones are processed by the automated system.

• Audio Issues: If the automated system still does not respond, ensure you do not have the call on Hold, as DTMF tones cannot be sent while a call is held.

• Application Focus: Ensure the Intermedia Unite window is the "active" window on your computer before attempting to press keys.