Callers reporting issues when trying to select IVR options.

[PeterM]

Hi there,

I have a couple of users reporting problems getting to correct extensions when calling out. They select IVR option (they are sure they did it correctly) but they are getting to the wrong person.
Beside the obvious, that the remove phone system is misconfigured (or the person using given extension changed) is there any other reasons this might be happening and can it be caused by our 3CX phones system? We are setup to use DTMF signaling: RFC 2833

Your help would be greatly appreciated.

Thank you

 

[leejor]

I have a couple of users reporting problems getting to correct extensions when calling out.

To be clear...this is when outbound callers reach an IVR, on another PBX?

What type of trunking are you using, and what DTMF Type is supported by your provider?

 

[PeterM]

Hi there. That is correct. We use generic trunk provider and our provider supports and 3CX is setup with DTMF RFC 2833.

 

[ChrisC_3CX]

What you could do to confirm that everything is ok on your end is actually run a packet capture on the 3CX PBX while attempting to send the DTMF. You should be able to see the DTMF send by 3CX to the SIP Provider and confirm it is what you wanted to send. If you can see it being sent out okay then what is happening is most probably out of your control. You could maybe also involve the SIP Provider so that they can confirm they are receiving it and sending it ok too.