incoming calls can't access menu

[birsey]

Hello I am new to the system so may be asking questions covered elsewhere.
Incoming calls from a landline which arrive on our 3CX via a grandstream GXW4104 are not able to access our menu system (press 1 for sales etc) However calls via our sipgate telephone number work fine as does calls from mobiles. Can anyone tell me where my problem lies and what needs to be done to rectify it. Many thanks Chris

 

[willow]

check the dtmf handling for the grandstream. ie sip info, rfc and out of band. should normally be rfc

 

[birsey]

Thanks Willow, That has done the trick. The system is about 1 second slower to react to menu prompts from callers routed through the granstream than through our sipgate account. Is this normal or are there adjustments.
Many thanks again

 

[willow]

there probably will be a little delat becuase the information has to be converted from analog by the grandstream and then sent to the 3cx. as opposed to the sip trunk that terminated directly to the 3cx. it may also be that the grandstream is waiting a second or 2 for more tones before it sends its. one second is managable it it were 4 of more I would then look at it. Just make sure the Grandstream is to date and the 3cx and grandstream are as close together on the network as possible. ie on the same switch.