Digital recepcionist not receiving dtmf tones

[Juan Marriott]

A couple of weeks ago we started seeing erratic, random behaviur on IVR, repeats menu(like when detects invalid option), or transfer to a different extention that was dialed.
Would be something wrong DTMF tones? inband/RFC2833
3CX says its auto detected, trunk provider says its fixed at inband...

Any ideas?

 

[eddv123]

First please try changing the trunk codec if a lower bit rate Codec has been chosen, then, in some cases, DTMF can have issues. For example if you change the list to G.711 U-law only on the trunk does this change anything ?

What do you hear if you test a call via the IVR, is there any distortion as far as what you can hear ?

If you run a wireshark capture, you will be able to see the DTMF digits being sent. It may be able to offer some useful information if you are familiar with wireshark.

 

[Juan Marriott]

Changed codec to ulaw, no change. going to mount wireshark...

 

[eddv123]

Hi Juan,

You will see the DTMF tones being passed hopefully a DTMF Event, you may also find this guide useful also: http://www.3cx.com/blog/voip-howto/dtmf-rfc2833/

Are you using SIP trunks or a VoIP Gateway with your 3CX System ? I have known some VoIP Gateways to require some configuration to pass DTMF information.

 

[leejor]

3CX says its auto detected, trunk provider says its fixed at inband...

You will have to confirm the type of trunks used. From your statement, I'm assuming it is a PSTN gateway. If so, what make/model are you using. If Inband (Audio) DTMF is being sent, and no changes were made on the gateway itself (firmware), then it may be a "phone line" (noise/low level) issue. Perhaps affecting only one of the lines.