Gigaset N870 DTMF issue

[Maico Bosgraaf]

Hello,

A costumer of ours uses the Gigaset N870. now we have the problem that the DTMF tones never reaches the 3CX system.
for example we make a cal to number X and we need to press 1 for sales and 2 for support the signal is never received by our 3CX system.

We tried:
- changing the DTMF method to auto, Sip-Info, and RFC 2833.
- Different Firmware types version 2.33 (latest), version 2.29.1, version 2.26.0 and version 2.16.2 (Intermediate release)
it does not work on external numbers as internal IVR's

is there anyone with the same issue or maybe a fix/idea ?

 

[AWS2P]

did you search for DTMF mode used in N870 settings?

Do you use G722 codec ?

 

[Maico Bosgraaf]

Yes we dit search inside the N870. changed the settings on both locations Base station N870 and the 3CX unfortunately no luck
No we don't use G722, the trunk only supports G711 U an A,

 

[leejor]

If you call another extension, then press the number keys, do you hear the DTMF tones? Are you able to use the voicemail functions, and internal IVRs? Do you only have one outgoing trunk group ?
I have several C610ip base stations, while I don't expect the menus to be exactly the same, mine has an option..Automatic negotiation of DTMF transmission, that is set to Yes. I have not had any issues using external IVRs

 

[AWS2P]

have also N510 working fine with DTMF and having same menu as Leejors one , set same way

 

[Maico Bosgraaf]

If you call another extension, then press the number keys, do you hear the DTMF tones? Are you able to use the voicemail functions, and internal IVRs? Do you only have one outgoing trunk group ?
I have several C610ip base stations, while I don't expect the menus to be exactly the same, mine has an option..Automatic negotiation of DTMF transmission, that is set to Yes. I have not had any issues using external IVRs

internal IVR's dont work. Automatic negotiation of DTMF transmission is default on Yes, but it did not work. we also hear the tone as human however the 3CX is not hearing it.

 

[Maico Bosgraaf]

have also N510 working fine with DTMF and having same menu as Leejors one , set same way

unfortunately it does not work

 

[JohnS_3CX]

Hi Maico

1. Before you do anything else, please factory reset and reprovision the base. Ensure you follow the guide and also have at least the minimum FW version installed https://www.3cx.com/sip-phones/gigaset-n670-n870/

2. If the above is not helpful, please also tell us how the base is provisioned in relations to the PBX (Lan/ STUN/SBC) as this could potentially affect the results in case there is ALG in the middle

 

[Maico Bosgraaf]

Hi Maico

1. Before you do anything else, please factory reset and reprovision the base. Ensure you follow the guide and also have at least the minimum FW version installed https://www.3cx.com/sip-phones/gigaset-n670-n870/

2. If the above is not helpful, please also tell us how the base is provisioned in relations to the PBX (Lan/ STUN/SBC) as this could potentially affect the results in case there is ALG in the middle

We tried step 1 already and we did that is the first place.
on the second question we use the SBC on Windows Server. the router/firewall is a Sophos UTM, SipALG is disabled following the staps Sophos provided.

 

[JohnS_3CX]

Thanks for the update Maico, and what handsets are you connecting to the base? (model/firmware please)

 

[leejor]

Have you confirmed that the Codec, used between 3CX and the Base is G711a/u, in the Activity Log, and that there is no transcoding?

 

[Maico Bosgraaf]

Nope there is no transcoding call was made using G711A

 

[JohnS_3CX]

Thanks for the update Maico, and what handsets are you connecting to the base? (model/firmware please)

@Maico Bosgraaf can you also share this info please?

 

[Maico Bosgraaf]

Trace From 3cx and one From the Trunk

 

[leejor]

Have you tried setting the DTMF Method to each choice, rather than Auto?

This is from the DE700IP pro manual (page112), I'm assuming the 870 is similar....

Automatic Negotiation of DTMF Transmission
DTMF signalling is required, for example, for querying and controlling certain network mailboxes via digit codes or for remote operation of the local answering machine. Select whether the setting should be made automatically. If you select No, you must determine the setting for the DTMF transfer yourself.

Send Settings for DTMF Transmission
To send DTMF signals via VoIP, you must define how the key codes are to be converted to DTMF signals and sent:
Ask your VoIP provider which type of DTMF transmission it supports.

.
Audio As audible information in the voice channel, i.e., it is not known which key has been pressed.

RFC 2833 As a value (= key pressed) in an RTP packet.

SIP Info As an "SIP Info" message.
The value (= key pressed) is sent as an SIP data packet