Struggling with IVR Navigation – Anyone Successfully Using the DTMF Tool in VAPI?

Hey everyone 👋

I’ve been running into a pretty frustrating issue. I have my AI voice agent (Amelia from OEM Auto Space) set up with the dtmf_tool enabled in VAPI. The goal is for her to navigate phone menus (IVRs) and press the correct number to reach a human rep — always selecting the Sales option.

But here’s the issue:

🔹 AI is not interacting with the IVR at all.

🔹 She keeps trying to speak to the rep while the automated menu is playing.

🔹 The result: no rep, no order — just stuck in IVR limbo 😔

The tool is definitely added under the Tools section, but I don’t see any sign that she’s recognizing or responding to the IVR prompts.

Has anyone here gotten DTMF navigation working successfully in a real-world call?

Any tips on config, tool instructions, or even a working example JSON would be super appreciated!

Thanks in advance 🙏

— Ryan

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