DTMF system not working

[BairesDev IT]

Hi!

We've set up 3CX with a Twilio integration. Inbound calls are working so far, except for the part where we need to use DTMF to transfer calls to extensions. So, we set up a digital receptionist that asks for an extension number, but it's not answering to the DTMF tones input. Funny enough, it DOES work when calling the receptionist from the LAN network, using the 3CX Windows client, and it transfers the calls perfectly. However, it does also fail when calling from the iOS and Android clients from within the LAN.
Maybe it's a codec problem?

Thanks in advance.

 

[cobaltit]

If it was a codec issue you typically wouldn't have audio at all. Can you provide more information per this thread:

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[JohnS_3CX]

Hi

1.) For the trunk calls, you need to see what Twilio sends you when the caller presses a button.
You would expect to see RFC2833 events in the capture or at least inband audio of the tone which if the codec quality is good enough the IVR will likely decode it. (this requires a wireshark capture, it is not something you can see in the IVR settings)

2.) When the apps fail to input an option like you mentioned, are you calling the receptionist directly on its assigned queue extension number internally? Or are you calling your external main line number?

3.) What is is their DTMF mode set to for your apps? (found under each individual extension provisioning, select 3CX app in the drop down)

 

[BairesDev IT]

If it was a codec issue you typically wouldn't have audio at all. Can you provide more information per this thread:

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Hi!
Here's the information you required:

3CX Version, Standard Annual 16.0.910
Server OS,Debian 9
Is the 3CX Server Hosted and where? VM on FreeNAS
IP Phone Make/Model/Firmware
Provisioning Method: Local
Trunk Provider or Gateway Make/Model Twilio
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: YES

 

[BairesDev IT]

Hi

For the trunk calls, you need to see what Twilio sends you when the caller presses a button.
You would expect to see RFC2833 events in the capture or at least inband audio of the tone which is the codec quality is good enough the IVR will likely decode it.

For the apps, are you calling via the trunk or directly to the queue extension?
What is is their DTMF mode set to?
View attachment 12453

Hi!

This options are not available in the IVR account (the digital receptionist). How do we get around this?

Thanks for the quick response.

 

[JohnS_3CX]

Hi,

@BairesDev IT

I have edited my previous post for clarity. Please read it again and try to answer questions 2 & 3 individually