Automated Attendant Not Registering Digits

[advlaser]

Occasionally we have a problem where our customers call into the automated attendant and when they press the digits (1 for customer service, 2 for accounting, etc) they don't register. It's as if the system didn't receive the digits and continues on with the announcement.

I initially tried restarting all services. That did not work. But when I restarted the server (in this case a VM), that did work. Any thoughts on what could be causing this or how to fix?

Setup: VMware 5.1, Windows Server 2016 Standard, 3CX 15.5 SP6

 

[cobaltit]

Sounds like a DTMF issue. You would need to wire shark when it happens and then discuss with your provider to confirm what they are seeing and how they are sending DTMF.

 

[advlaser]

It seems strange to me that rebooting the computer fixes it while just restarting services does not. It feels like it is a problem with my setup/equipment.

 

[YiannisH_3CX]

Hello @advlaser

As mentioned you need to check what is going on when the issue occurs. Also who is your provider and what DTMF method are they using? In your scenario i would use wireshark to determine if the correct digits are being sent from the provider when the issue occurs. Also the IVR log could provide some insight as it will register what the system receives.