Key navigation not working

[SLSystAdmin]

Just recently we are finding that when we call someone that has an IVR and we need to use the keypad to navigate, the key presses are not being received. This is happening with both the windows softphone and Yealink phones. How can I trouble shoot this to get resolved?

 

[Alphabetic]

There are a lot of threads on here relating to DTMF not working.

Try here https://www.3cx.com/community/threads/dtmf-not-working.48876/

 

[JohnS_3CX]

It really depends, but firstly make sure that your extensions can navigate internal IVRs on your own PBX at a minimum.

If this is ok, then you have to provide more information
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[SLSystAdmin]

It seems sporadic. We have found that if we call back a second or third time that we will be able to navigate the IVR. Internally works fine. We restarted the server last night as I seen on one of the posts that after an update this has fixed the problem. Guess we will see what happens the next couple of days.

 

[JohnS_3CX]

Ok internally working fine is a good sign.

As for outside IVRs they will depend on the following things as a bare minimum

1. You SIP provider
2. The routes your provider uses
3. The provider of the other side
4. The equipment used on the other side
5. To some* extent, the codecs being used

The only thing you can check is up to 1. and ensure you send the DTMF to your provider. Once this is confirmed, the rest is out of your control and beyond the scope of 3CX.

So run a capture next time you want to call an external IVR, and when the call is over check your capture to see that it contains DTMF events with your PBX IP as the source, and the provider's IP as the destination. The rest will have to be investigated by the provider.

 

[SLSystAdmin]

Thank you John for your reply. Sorry I didn't mention, I also tested DTMF with https://thetestcall.blogspot.com/ and it tested good. So at this time, from what you indicated, our 3CX is working. I will check the capture.