HTEK U924 DTMF codes do not work when calling IVR system

[Robbo]

3CX Version 16.0.622
HTEK UC924 FW 2.0.4.6.49
Auto provisioned

Soft chrome phone ok

Key presses are not recognised

Does anyone know of a setting required on the standard template to enable the DTMF codes ?

 

[AWS2P]

how did you test this ? from an internal call to IVR ?

Do you hear DTMF tones when pressing keys ?

 

[Robbo]

Yes, calling DHL Frieght forwarder, their IVR prompts for a menu selection but it does not work.
Works if I call from the chrome softphone.

 

[AWS2P]

Can you provide a little more on your install answering this:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

do you have an IVR on your pbx you can test with from internal call and see if choices are properly executed?

 

[JohnS_3CX]

Hi Robbo,

If it works when calling local IVRs (like your voicemail for example or your own internal IVR menus) then this is not necessarily a problem with your phone.

It also relies on the provider, and the recipient IVR. Supported providers receive RFC2833 events for DTMF. They should then send them to the other provider, but there is not guarantee that the other side will process it correctly.

A capture should be able to confirm that you are sending it your provider at the very least, and if confirmed then you can raise it with them directly.