Solved Digital Reception not picking up digits

[Steve Budzisz]

Problems with PBX picking up first digit on DR. Traces show the SIP provider and PBX see the digit, however the DR menu message starts over after initial selection. Subsequent selection works without fail, it is just the initial choice that fails. 15.5 SP2

 

[NickD_3CX]

Open the 3CXIVR.log file and search for "DTMF buffer:", that should show you what DTMF tone was "understood" by the software. This may start pointing in the direction of the issue.

 

[Steve Budzisz]

The logs were only helpful in pointing out what we already knew. Now where to point the finger is what we are looking for Cox is telling us this is a 3cx issue, they see the tone and now that I see the 3cx I see the 3cx sees the tone as well
11/12/2017 07:39:06.335 [00001528] 1 Locked DTMF type to INBAND

11/12/2017 07:39:06.335 [00001528] 1 DTMF buffer: + 2

11/12/2017 07:39:06.335 [00001528] 1 Cancelling Playback

11/12/2017 07:39:06.335 [00001528] DR Added session from timer, total 1

11/12/2017 07:39:06.335 [00001528] 1 TM_SET 'INTER-DIGIT' for 2000 ms -> 1

11/12/2017 07:39:06.335 [00001528] 1 Still awaiting result

11/12/2017 07:39:06.376 [0000226c] 1 ENQUEUE DTMF 2 of type 4

11/12/2017 07:39:06.376 [00001528] 1 PROCESS DTMF 2 of type 4

11/12/2017 07:39:06.376 [00001528] 1 Switching to more reliable source, last DTMF removed DTMF FAILED

11/12/2017 07:39:06.376 [00001528] 1 Locked DTMF type to RFC2833

11/12/2017 07:39:06.376 [00001528] 1 DTMF buffer: + 2

 

[NickD_3CX]

I have a feeling that your Provider is sending DTMF both in RFC2833 and Inband at the same time. While that is possible, the duration of the RFC2833 tone must overlap 100% with the Inband tone, otherwise the system might pick that up as 2 tones, 1 Inband and 1 RFC2833.

You said you have traces of this occurring. Open them and check if RFC2833 tones are coming (I believe the wireshark filter is rtpevent) as well as their duration, then listen to the actual audio stream of the call and see if you also hear a DTMF tone being played back.

 

[Steve Budzisz]

Thanks NickD that was the issue, we were able to get our provider to correct the issue and we are working as programmed.

 

[NickD_3CX]

Glad we could help!