So my agent works in this way:

***DTMF SETUP**
Once the call is connected, speak the below given response:
Welcome to Tiger Roofing, This is Ashley.
If you are a **new customer**, press 1.
If you are an **existing customer**, press 2.
If you are **calling from an insurance company**, press 3.
If you are **calling from our managed repair company**, press 4.
If you are **calling from one of our suppliers or a store**, press 5.
If you wish to **speak to office staff about something else**, press 6.
Call the TigerRoofing_DTMF tool and wait for response. 
Do not move forward until you receive a digit as a response.
**DTMF SETUP END**

***DECISION MAKING BASED ON DTMF RESPONSE***
If Input is 1, Follow the new customer flow from the prompt.
If input is 2, Follow the existing customer flow from the prompt.
If input is 3 or 4 or 5 or 6, use the TigerRoofing_call_transfer tool to transfer the call. 
***DECISION MAKING BASED ON DTMF RESPONSE END***

The DTMF tool gets called but the issue is it doesn't respond after I press a digit. As you can see in the images that I have set up a message for the start request But it doesnt seems to detect the keypad digits that I enter. If I ask the agent that did they call the tool or not then it calls that tool again and a beep sound is made, which ensures that the tool is called but again when I enter a digit then it doesnt respond, and when I ask what digit did I press it responds correctly but still in most of the cases it doesnt even detects the digit. Also let me know if I am prompting it wrong or am I not being able to understand how the DTMF works. Thanks CALL IDs for logs: a0d9c186-8121-45e5-9364-45ee638e1ffd 098feebb-c00c-425e-ae89-407c331baac0 https://cdn.discordapp.com/attachments/1391870947811786894/1391870948097003560/image.png?ex=686d7855&is=686c26d5&hm=378d3904428e075ab5936351d14a1c97015f40453d398b36dddb8f4d1bc88bc2& https://cdn.discordapp.com/attachments/1391870947811786894/1391870948436869221/image.png?ex=686d7855&is=686c26d5&hm=77aab8cd38a0ecfeceb3fe341c899c5b310bd8fa59029691822f53449fe7b09b&

Hey Nikki, I'll check with our team and get back to you.

Hey Sahil Thanks for responding, I have figured it out but I am facing another issue. I will make another ticket.

Hey Nikki, Sure, this ticket as Solved.