DTMF not working when called over queue

[grasgruen.it]

Hi,

I have set up a Fanvil i10S doorphone with our 3CX. When it calls an extension directly, I can use DTMF to open the door. But if it calls a call queue, DTMF is not working. How can I get it working?

Thank you
regards
/ Manuel

 

[JohnS_3CX]

Hi Manuel,

A quick check shows that the i10S door release code does work whether the call is made directly to an extension, or whether the call goes to a queue first, then answered by an extension. Tested using the default code:

 

[JohnS_3CX]

What device answered the call by the way?

 

[grasgruen.it]

Thanks for checking. Then the question is, why is it not working with our 3CX?
Had this problem with another doorphone also.

I did check with 3CX desktop and android app.

 

[JohnS_3CX]

Not sure why, but I can confirm it works. Answered on a Fanvil V62, Android mobile app, Web Client, Desktop App.

Whether the call was direct or via Queue, the code always works: you hear the doorphone play a beep and the relay clicking.

- You can try to enable PBX Delivers Audio under the extension settings of the doorphone and see if it makes a difference.

- You can also try to create a brand new queue, leave all the settings default, then add only a single extension in the queue (ie. a brand new extension registered on a mobile client). Add a custom speed dial to the i10SV to call that queue and see if you can dial the code there. Go to the door and and when you answer the call and enter the code, listen to hear the "beeep" of the i10S.

- Otherwise I would troubleshoot by factory resetting and reprovisioning the device using the defaults just in case any options were modified on it that change its behavior.

I think you get what I mean by starting with ALL defaults everywhere and then testing. Ensure that the basics work before you move to the next step of making any changes.

 

[grasgruen.it]

Thank you. PBX Delivers Audio did the trick.

 

[matjaz]

I have the same issue with a Fanvil i63.

After doing some testing I figured out that the relay clicks if the "unlock password" is set to one character (either by calling an extension directly or via a Queue). If it's multiple characters only calling the extension directly works. If you call via a Queue or Ring Group the relay doesn't click. Packet capture shows that 3CX sends all DTMF "characters" so I'm not really sure where it goes wrong and why there's a difference when calling via a Queue.

Tried PBX Delivers Audio but that didn't help in our case.

@grasgruen.it @JohnS_3CX - did you have multiple characters set for your "unlock password"?

 

[grasgruen.it]

I did configure Triggered Code 55 in Security Settings / Output Settings.
But I did now use a direct Call and used the two numbers in Function Key to realise a fallback if the first is not available.
It did work sometimes with a 3CX Queue, but not always.
Did not check with v20 yet.