IVR - digital receptionist stopped working properly v20 u5

[Umbrella]

version: 20.0 Update 5 (Built 551)

IVR ignoring selection in the "options" settings -> "If no input within seconds".

so basically, whatever I set there is not being triggered after timeout. (Got calls from multiple customers complaining.... )

can anyone confirm?

i've tried deleting and recreating the IVR. no dice.

 

[bitn2]

Works fine here... what does your log say to calls that dont work?

 

[Umbrella]

Works fine here... what does your log say to calls that dont work?

I didn't think I'll find anything in the logs...since the call keeps going (music on hold)

This was a recent upgrade from 18 to 20.
i'll, go ahead and dig deeper, thank you

 

[KazuoTanabe]

Since updating to 3CX Version 20.0 Update 6 (Build 486 Alpha),
I've noticed that DTMF input is only recognized for some incoming calls depending on the carrier.

With the same IVR configuration, DTMF works as expected when the call comes from one carrier,
but from another carrier, no key presses are recognized at all, and the IVR does not proceed.

Has anyone else experienced this issue?
If you have any ideas or workarounds, I'd really appreciate your help.

 

[fxbastler]

If you have any ideas or workarounds ...

Check and change the used codecs, DTMF does not work with all.

 

[Umbrella]

Update:


When you make a mistake, you need to own it — I was wrong.

The issue stems from the way we combined the IVR prompt and hold music into a single audio file to work around a limitation in 3CX, where hold music doesn't play after an IVR prompt. However, doing so causes the timeout timer to start as soon as the audio file finishes playing — now it all makes sense.

A couple of questions remain:

1. Why doesn’t 3CX play hold music after the IVR prompt?
2. Has anyone found a clean workaround to this — ideally one that allows a proper IVR prompt followed by hold music as expected?

 

[NicholasP_3CX]

Usually when someone hears hold music they just wait, they dont take action.

 

[datatech]

Since updating to 3CX Version 20.0 Update 6 (Build 486 Alpha),
I've noticed that DTMF input is only recognized for some incoming calls depending on the carrier.

With the same IVR configuration, DTMF works as expected when the call comes from one carrier,
but from another carrier, no key presses are recognized at all, and the IVR does not proceed.

Has anyone else experienced this issue?
If you have any ideas or workarounds, I'd really appreciate your help.

We are experiencing the same issue with calls from sellular phones to our SIP trunk.

 

[Umbrella]

Usually when someone hears hold music they just wait, they dont take action.

hmm... that makes sense - thank you all.

 

[datatech]

Check and change the used codecs, DTMF does not work with all.

Tried many codecs, but problem is still there in U6. I restored to Version 20.0 Update 5 (Build 551 Release) and problem went away.

 

[chaigeo]

Same issue . After u6 update, dtmf not working on IVR.

 

[chaigeo]

Problem persists and in build 675. That means that if must be resolved or we must restore u5 and never again update.
PCMA indband DTMF does not recognized from 3CX (i can hear the key pressed on capture). Something changed in PCMA.
Our provider calls from landlines passes only PCMA.

Does anybody can help?

 

[chaigeo]

Further analysis (as i am trying to understand how the overall think works).
I think that 3cx u6 streaming engine, does not intercept inband DTMF correctly or not at all. As i understand any sip sessions from any carrier who does not intercept DTMF from inband to RTP RFC2833 (which 3cx understands) and send inband the DTMF, will not work. is that correct?
Can someone from 3cx can answer something? Did you remove inband DTMF interception? My carrier says that we send normally the DTMF inband (and it is correct. i can hear keypresses on captures with wireshark).

ok i can restore to u5 but if there is no answer about the problem from 3cx that means that i will never upgade to any future stable release if nobody can tell that inband DTMF works.

 

[ivank]

Thank you for reporting this, we're working on it. Most likely, will be fixed in U6 final - I will report back later.

 

[chaigeo]

Thank you for response ivank. Looking forward fo U6 final. Do you have any estimate?

 

[ivank]

Can't give you the exact date but it's very soon

 

[chaigeo]

There is a new RC2 available but doesn't say anything about DTMF problem on changelog.
@ivank do you have any update?

 

[bitn2]

There is a new RC2 available but doesn't say anything about DTMF problem on changelog.
@ivank do you have any update?

Its not the final, this will be fixed there as @ivank said.

 

[ivank]

Yes, this fix is in RC2

 

[chaigeo]

thank you ivank. I will make the update and and i will respond here if it works.