External IVR not working

[ksanch]

Hello,

When I call a specific company which has an IVR prompting press 1... press 2... those number don't work. I can't select any options. Either with my desk IP phone or with the Windows Softphone.
If I call this company with my mobile phone, outbounding with my SIM card, the IVR works.
If I call another company with an IVR, it's works.

Any ideas why this specific IVR isn't working ?

 

[YiannisH_3CX]

Hello @ksanch

If i had to make a guess as to why options do not work for that specific IVR i would assume that the specific IVR does not like the DTMF type or tones the provider is sending to them.
So for example you are using RFC2833 for DTMF signalling which is accepted by everyone else except that specific IVR.

 

[leejor]

Are you using a Gateway for your outbound trunks? If so, be certain that the DTMF Method, set in the gateway matches the method in the phones. If you are attempting to send audio DTMF only, directly from the set, be sure you are not using a low bit-rate Codec. Place an outgoing call to a phone you can answer, or try using https://thetestcall.blogspot.com/ to see what , if any tones are actually getting through.