DTMF tones are not being registered with called party

[contoured_solutions]

Greetings!

I have 3CX v20 instance in which a user who places calls over the web app says that she cannot get interactive voice menus to recognize her key presses. In doing a little research, I saw that there were a few options in the trunk that could be modified to potentially fix this issue (options like Support Re-Invite and PBX Delivers Audio). Is there a way to modify these options in v20? Are there any other suggestions for fixing my primary issue in v20?

My trunk provider is Bandwidth.com

 

[leejor]

I would fist check to see what DTMF Method is being used, and, if INBAND, which Codec. If another extension is called, and a key is pressed, can the DTMF tone be heard, what about when calling an external number?

 

[contoured_solutions]

How do I determine which DTMF method is being used?

 

[contoured_solutions]

How do I determine which DTMF method is being used?

 

[leejor]

This will be between the device sending the DTMF "information", and your provider which takes that, and passes it on.
See....

Thread 'DTMF not working correctly post upgrade - 1 fails, 2 works'

Jun 18, 2024

I have some users reporting DTMF is not working correctly following an upgrade from V18 to V20.

DTMF works fine internally but when we a specific customers phone line and press option 1 we get a response that the entry was not recognised. I would say this is the customers phone system that has the issue but it doesn't happen when we call of regular cellular phone 4g connections to the same numbner. It happens when we use the desk phones, mobile app and PC client. Oddly enough it doesn't happen with every number either, number 1 has an issue but number 2 works fine.

Oddly enough when i...

• rcanpolat
• Replies: 7
• Forum: Phone System / PBX