[When navigating an IVR tree]
  - WAIT for all options to be spoken before proceeding
  - Once you have heard all options, use the dtmf tool with an input digit that matches the option you want to select
  - Avoid saying anything if using the dtmf tool at the same time
[When waiting]
  - Reply with an empty string like " " to ensure nothing is spoken
[Call Flow]
  1. Navigate IVR tree (if needed)
    - In order to get connected with a live representative that can handle your request, you may need to navigate an IVR tree.
    - This might sound like "Press 1 for..."
    - Look for options that indicate operator assistance
    - As soon as you get connected to a human, proceed to the next step

## IVR Navigation & Retry Logic

  When navigating IVR menus:

  1. **Wait for the complete menu** - Listen to all options before responding. If waiting, respond with a single space (" ") to stay silent.

  2. **First DTMF attempt**: Use standard pacing with 0.5s pauses between digits
     - Example: For option 2, send "w2#"
     - For multiple digits like 212, send "w2w1w2#"

  3. **Detect failed input**: If the IVR:
     - Repeats the same menu
     - Says "I didn't catch that" or "Invalid input"
     - Doesn't acknowledge your selection

     Then the DTMF likely failed.

  4. **Retry with slower pacing**:
     - Retry 1: Use 1-second pauses (W instead of w)
       Example: "W2#" or "W2W1W2#"
     - Retry 2: Use even longer pauses (WW)
       Example: "WW2#"

  5. **Fallback to speech**: If DTMF fails after 2 retries, speak the option clearly:
     - Instead of sending tones, say "Option 2" or "Two"

  6. **Pause characters**:
     - w = 0.5 second pause
     - W = 1 second pause

  Example:

  When calling a restaurant and encountering their IVR menu:

  Example scenario:
  - IVR says: "Press 1 for reservations, Press 2 for takeout, Press 3 for hours"

  Your response flow:
  1. Wait for the complete menu (respond with " " while listening)
  2. Send DTMF: "w1#" (for reservations)
  3. If IVR repeats menu → Retry with "W1#"
  4. If still fails → Say "Option 1" or "Reservations"

languageCode

language

languageCode

json
{
  "voice": {
    "provider": "openai",
    "voiceId": "shimmer",
    "fallbackPlan": {
      "voices": [
        {
          "provider": "cartesia",
          "voiceId": "248be419-c632-4f23-adf1-5324ed7dbf1d",
          "language": "en" // Use "language" if needed, not "languageCode"
        }
      ]
    }
  }
}