Solved DTMF touch tones not working after upgrade to V16 Update 1

[bmoreja]

Hi,

I upgraded to V16 Update 1.
When on a call the DTMF tones are not being recognized. Example if the menu says: To contact sales, press 4. Pressing 4 does not get a response. This started today after the upgrade, it was working fine before.

Any ideas to fix would be appreciated.

 

[leejor]

I'm assuming that this is happening on incoming trunk calls. Have you tried using an extension? Does the issue still occur? Do you use SIP trunks... a gateway? If an outside caller rings direct to an extension, then presses a number button, does the person on the extension hear the DTMF tone?

 

[AWS2P]

i've got similar problem to press * on voicemail not doing any sound on Snom 710, i've done an on/off on phone and it works normally.

Also i've got DECT Base SNOM M325 with all the phones seen in double, on this also i've done the same and double same phone disappear on CM

 

[bmoreja]

I'm assuming that this is happening on incoming trunk calls. Have you tried using an extension? Does the issue still occur? Do you use SIP trunks... a gateway? If an outside caller rings direct to an extension, then presses a number button, does the person on the extension hear the DTMF tone?

This is for outgoing calls to say a banks IVR system. The tones are not sent to the called phone system.
I am using SIP. No gateway. Remember this all was working fine until the upgrade.

 

[cobaltit]

So if this was a widespread problem you'd see more complaints. So it's unique to your setup or your provider. Have you tried with the 3CX soft phone or web client? Are you using a supported provider? Did you do anything else with the upgrade (firmware updates, template updates, etc)?

 

[JohnS_3CX]

Hi @bmoreja

You can also run a capture from your pbx when making a call to an external IVR.

You should be able to see the DTMF events going out towards the provider's IP to see if you are actually sending them. Also please ensure you are on the latest 3CX firmware and templates on your phones, and as other members suggested, try the webclient too.

 

[bmoreja]

Hi @bmoreja

You can also run a capture from your pbx when making a call to an external IVR.

You should be able to see the DTMF events going out towards the provider's IP to see if you are actually sending them. Also please ensure you are on the latest 3CX firmware and templates on your phones, and as other members suggested, try the webclient too.

I cold booted the 3cx server and restarted 3CX and it is working again. All I had done was to apply the latest update.

Thanks to all that responded.

 

[JohnS_3CX]

I'm glad it was resolved!