Use remote keypad entry to type a caller's digits into a form

Remote keypad entry lets a caller enter digits with their phone's keypad, and Communicator types them into the field on your computer that has focus. It's meant for fields such as a payment form.

This feature needs the Contact Center Lite or Contact Center Pro plan. See plans and pricing

This feature needs the Communicator apps add-on on your account. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

This page describes what the feature does. It isn't advice on how to handle card details. Follow your company's own policies for that.

Before you start

• It works in CallSprout Communicator NEXT on Windows and Mac. It isn't available in Communicator for the web or on Linux.
• On a Mac, Communicator needs Accessibility permission. It asks the first time you use the feature.
• Only the digits 0 to 9 are accepted.

Use it on a call

1. 1
   Step 1:

   Click into the field

   On your computer, click the form field where the digits should go.
2. 2
   Step 2:

   Start remote entry

   During the call, select the Remote DTMF icon in the call controls. A red banner shows while it's active.
3. 3
   Step 3:

   Ask the caller to enter the digits

   The caller presses the digits on their keypad. They appear in the field you selected.
4. 4
   Step 4:

   Stop remote entry

   Select the icon again, select Stop in the banner, or end the call.

To check what arrived, open the dialpad. It shows the digits received, for display only.

What to expect

• You can use remote entry on one call at a time. If you turn it on for a second call, the first call's entry stops.
• Ending or transferring the call clears the session.
• The caller's keypad tones can still be heard on the call.
• If you take away Accessibility permission on a Mac during a call, remote entry turns off and shows a warning.

Troubleshooting

• The icon is missing. You may be in the web app or on Linux. Use Communicator NEXT on Windows or Mac. On a Business plan, remote keypad entry isn't available.
• Nothing appears in the field. Click into the field first, then start remote entry again.