IVR Extension Mishandling

[robhicks]

We're having some problems with incoming calls that attach to an IVR and then enter extension. The entries are being misread and routing is not happening correctly. For example, a caller may want to transfer to extension 117 and they enter 117 but end up at extension 111.

The server log shows a potential DTMF error:

C:341.1: 64.158.162.71:9648 is delivering DTMF using RTP payload (RFC2833). In-Band DTMF tone detection is disabled for this call segment

Any help on how to fix this would be great.

Thanks!

 

[igor.snezhko]

Check that you 3CX box is configured for DTMF RFC2833. You IP-telephones on both sides and 3CX extensions must work with same DTMF RFC2833 method.

 

[robhicks]

Igor,

Thanks for the response.

We're using a SIP trunk from BroadVox. I've asked them how they are handling DTMF signaling. Is there anything that I can do within the PBX to look at or adjust how DTMF tones are being handled between the PBX and the SIP trunk?

Thanks again for your help.
Rob