Solved DTMF Not Working

[sbco]

I have just completed a very basic 3CX installation with a few snom D120 telephones. This is a US / English install initially 10.0.6.641, updated to 10.0.6.655 .

When I went to record the menu for the Digital Receptionist, I had a problem: nothing happens when I press the "#" key. On further testing, I discover can not log in to voice mail - nothing happens when I enter the password, and I get an invalid password error.

I tried a number of general troubleshooting steps;

* a different phone (spare snom D715 I had on hand)
* codec g729, PBX delivers audio, uncheck supports-reinvite on the extension
* disabled Windows firewall
* even tried backing up, uninstalling, and reinstalling 3CX

but I keep getting the same result.

Looking at the SIP trace in the snom phone's web interface, it appears to be sending the DTMF # out of band, and 3CX appears to receive it - see code snipping below.

Thanks in advance for any suggestions.

Sent to Udp:10.1.10.20:5060 from Udp:10.1.10.161:34699 at Oct 14 12:10:18.233 (1046 bytes):

INFO sip:[email protected]:5060 SIP/2.0
Via: SIP/2.0/UDP 10.1.10.161:34699;branch=z9hG4bK-zeat3kuxkg1e;rport
From: "Conf Rm" <sip:[email protected]:34699;line=14mh6sae>;tag=sqllblzu7k
To: <sip:[email protected]>;tag=517e3653
Call-ID: JnVXzxWEuX9qslz3KOz6NA..
CSeq: 35 INFO
Max-Forwards: 70
Contact: <sip:[email protected]:34699;line=14mh6sae>;reg-id=1
Mac: 000413829B82
User-Agent: snomD120/10.1.54.16 000413829B82
Proxy-Authorization: Digest username="itKsOsM6Dp",realm="3CXPhoneSystem",nonce="414d535c1597b3b190:60ad24618fd6a9293f75cf1e3100e947",uri="sip:[email protected]:5060",response="59d4cecab3fa25dd63e6f1e3444dfa29",algorithm=MD5
Content-Type: application/csta+xml
Content-Length: 355

<?xml version="1.0" encoding="utf-8"?>
<DigitsGeneratedEvent xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed5">
<monitorCrossRefID>45</monitorCrossRefID>
<connection>
<callID>-7</callID>
<deviceID>sip:[email protected]:5060</deviceID>
</connection>
<digitGeneratedList>#</digitGeneratedList>
</DigitsGeneratedEvent>
Received from Udp:10.1.10.20:5060 on Udp:10.1.10.161:34699 at Oct 14 12:10:18.360 (353 bytes):

SIP/2.0 200 OK
Via: SIP/2.0/UDP 10.1.10.161:34699;branch=z9hG4bK-zeat3kuxkg1e;rport=34699
Contact: <sip:[email protected]:5060>
To: <sip:[email protected]>;tag=517e3653
From: "Conf Rm"<sip:[email protected]:34699;line=14mh6sae>;tag=sqllblzu7k
Call-ID: JnVXzxWEuX9qslz3KOz6NA..
CSeq: 35 INFO
User-Agent: 3CXPhoneSystem 16.0.6.655 (655)
Content-Length: 0

 

[JohnS_3CX]

Hi,

Firstly try to call your voicemail using the Webclient and confirm that it works as intended.

Then, make sure the firmware of the Snom device is the correct version that we support, and that it has been fully factory reset and immediately provisioned via your management console. This is the most important part, otherwise the phone may not be sending the right type of DTMF across.
https://www.3cx.com/sip-phones/snom-d1-series/

We support RFC2833 events and what your log shows above is not relevant, you can safely ignore it.
Here is what it would look like in a packet capture for reference:

 

[sbco]

Thank you @JohnS_3CX. I did a packet capture from the snom d120's web interface during the message recording, saved it and opened the pcap file in Wireshark. I was able to pick out the DTMF tones in the traffic and noticed they had an IP address other than the 3CX LAN interface.

I had set a second static IP address on that interface. (I set an address compatible with the factory default address of some equipment I had to configure.) That was the address that was showing up in wireshark.

I removed the second IP, restarted the 3CX computer, and DTMF worked next try.

Thanks again.

 

[JohnS_3CX]

Really glad to hear, and thanks for updating the thread