IVR inputs going to wrong groups

[Grumbles]

Hi Everyone,

I have a client saying that their customers are pressing the correct input (1: Sales, 2: Accounts, 3, Warehouse) and are getting directed to a different ring group.
So for example, if someone was to call and press 3 it would go to 2.

I have the Destination for invalid or no DTMF input set as Repeat Prompt for both "no input" and " invalid input", so Im not exactly sure how this is happening.

Ive tested it by calling them and going through the IVR, and it always goes to the correct ring group, and my client doesnt believe that its their customers pressing the wrong input.

Is this a known issue or bug? and is there any way to check this in pbx/logs?

Thanks

 

[Evolute IT]

Hi Everyone,

I have a client saying that their customers are pressing the correct input (1: Sales, 2: Accounts, 3, Warehouse) and are getting directed to a different ring group.
So for example, if someone was to call and press 3 it would go to 2.

I have the Destination for invalid or no DTMF input set as Repeat Prompt for both "no input" and " invalid input", so Im not exactly sure how this is happening.

Ive tested it by calling them and going through the IVR, and it always goes to the correct ring group, and my client doesnt believe that its their customers pressing the wrong input.

Is this a known issue or bug? and is there any way to check this in pbx/logs?

Thanks

Simply check the IVR settings. The 0 has been moved so it might be misconfigured. Pay attention to the DTMF digit and the related destination.

 

[Grumbles]

@Frederick Marcoux I have the DTMF digits from 1-3 with each digit going to the correct destination.
Ive checked this multiple times, and tested.

Every time it works, I have gotten co-workers to test for me too, by just following the message and prompts and they are getting to the right groups.

Im not too sure what you mean by "The 0 has been moved", but currently its on the top of the key list in Menu Options.

 

[Evolute IT]

@Frederick Marcoux I have the DTMF digits from 1-3 with each digit going to the correct destination.
Ive checked this multiple times, and tested.

Every time it works, I have gotten co-workers to test for me too, by just following the message and prompts and they are getting to the right groups.

Im not too sure what you mean by "The 0 has been moved", but currently its on the top of the key list in Menu Options.

So only outbound calls are not sending the call to the right destination? Have you tested that yourself to be sure?

 

[Grumbles]

It would be inbound calls.

Incoming call > IVR > (wrong) Ring group

 

[Evolute IT]

It would be inbound calls.

Incoming call > IVR > (wrong) Ring group

Inbound external or internal too? If you manually call the IVR extension and press 2, do you get to 3?

 

[Grumbles]

Hi,

It would be inbound external. No one is having this issue expect for their customers.

 

[cobaltit]

Assuming you are using the same carrier as your customer, it could be offnet calls having DTMF issues which would point to your provider. Is the provider 3CX certified and have you tried calling from a cell phone or Google Voice or something else that is offnet?

 

[Grumbles]

Yes we are using the same carrier, and that carrier is 3CX certified.

We have only tried with IP phones (onnet) and mobile phones. Both methods go through the IVR perfectly.

To be honest, it seems like an EU problem with people typing in the wrong prompt, but our client are adament that their customers are inputting correctly.

There wouldnt be any logs that show this would there?

 

[JohnS_3CX]

If you have a person that can call in from a line that can replicate the issue, run a capture.

Check the capture for RFC2833 RTP events, it will tell you what they pressed.


If these events do not appear at all, listen to the audio stream. If the audio stream has audible DTMF tones it means they arrived as in-band (not as SIP events) and those are less reliable which might be causing the issue. Anyway, this is a good starting point

 

[leejor]

We have only tried with IP phones (onnet) and mobile phones. Both methods go through the IVR perfectly.

So...both of those work? Are both of these internal, or are some type of originations working externally? Did this seem to be working in the past? Is the IVR new? If an outside caller, calls an extension (rather that the IVR), and presses some keys, do you hear DTMF?