Issue routing calls through the IVR when calling using normal phone dialer but works with 3cx softphone or web

[Ferdnand.ouma]

Having issues with my 3cx V20, when I call inbound number with the normal phone dialer the Key press does not work and the IVR is not able to route calls to the queue, but when I use a 3cx softphone or web to call the inbound number the key press works, kindly help, really frustrated with this.

 

[NicholasP_3CX]

Are these phones in the same network?

How are the phones provisioned to the PBX?

 

[Ferdnand.ouma]

Are these phones in the same network?

How are the phones provisioned to the PBX?

No just normal phone, using PSTN network

Are these phones in the same network?

How are the phones provisioned to the PBX?

 

[Ferdnand.ouma]

No just normal phone, using PSTN network

I have configured the IVR and was testing calling the INCOMMING SIP with my own telephone line

 

[NicholasP_3CX]

Please make sure your firewall check passes to be able to get all the information coming in to the PBX, which would also include any DTMF key presses.

 

[Ferdnand.ouma]

Please make sure your firewall check passes to be able to get all the information coming in to the PBX, which would also include any DTMF key presses.

My Telephony service is behind an SBC; does it mean that there is a rule blocking the DTMF Key presses form the SBC server side for Key press from the normal phone dialer and allowing key presses from the 3CX soft phone/ web? mind you it was working a while back and no firewall rule change done.

 

[NicholasP_3CX]

If the SBC is on a different network then yes you do need to have the firewall check passing. If the DTMF presses are not coming through to the PBX, it wont be able to process them.

 

[Ferdnand.ouma]

If the SBC is on a different network then yes you do need to have the firewall check passing. If the DTMF presses are not coming through to the PBX, it wont be able to process them.

Alright let me recheck, though my SBC is hosted on the same network as the 3CX server.