Input prompts not working right

[XcamaroX]

Hello,

When someone makes a phone call from our 3CX system, and the answering service of the outbound call asks for inputs, at random our system does not respond correctly.

For example, we call 123-456-6789, then the receiving IVR comes out and it asks for Sales press 1 or Service press 2, our system will most of the time work, but at random pressing 1 or 2 or 3, or 4 nothing happens. The receiving IVR stays in the loop as if you are not responding.

Also, sometimes it will work at the first prompt but if there are 2 or more prompts it wont work after the second or third options.

Any ideas on how to fix this?

TIA!

 

[leejor]

What type of trunks are you using? Gateway or VoIP? What type of sets, all the same? Does the issue happen on all sets, or just some?
DTMF issues can usually be traced to the DTMF Method enabled in the sets. Check to see if they are all set the same. You may have to change the setting, but do one set, and see if it makes a difference or affects anything else.

 

[XcamaroX]

I’m using VoIP.ms as a trunk.

It happens on all the phones and extensions.

All the phones are the same Yealink model number.

 

[leejor]

Have a read through this. You may have to identify what method is currently set.
Pay attention to the last line, you may want to check the Codecs the sets are using.
https://www.voipmechanic.com/dtmf-issues.htm