Solved Number Input isn't working

[Slideform]

Hi there,

in one of our PBX, we have the issue that when a user has to input a choice using the
phones numberpad, it doesn't get recognized.
For example:
When he is inside a queue and has to choose from the menu:
Press 1 for Printers
Press 2 for Techsupport and so on

the input isnt transfered to the other end.

Does this function has a specific name? Cause I cant find a thing when looking for "phone input error 3cx" and likewise.

Best regards

 

[VasilisV_3CX]

Hi @Slideform,

Could we get some more information?

Do you have the same issue when making internal calls?

Also when you say Queue, do you mean IVR?

 

[Slideform]

Since this problem occurs when a foreign number is called from our pbx, I cant say for sure if an IVR is on the other end.
Basicly every big company has a phonemenu these days.
Since the customer doesnt use an IVR themself I dont know exactly.

But lets say it works using internal calls, what is this service called?
There has to be a name describing it right?

 

[VasilisV_3CX]

Hi @Slideform,

It would be a Digital Receptionist or IVR (Interactive Voice Response)

So to clarify, your problem is that when you call another IVR, your inputs are not being registered?

 

[leejor]

In addition to the information, about your system (link), requested earlier....

Does this not work on all IVRs you reach, or does it work on some?


What type of sets are you using...all the same, do they all have this issue?


What DTMF Method are the phones set to use? What DTMF Method is used by your provider (if a SIP trunk)? (You will probably have to ask them.)

What Codecs are you using, this may have an affect.

Was this working before, and just stopped, or has it not worked at all?

 

[Slideform]

Hi again,
yes Vasilis that is the problem.
I havent set up this pbx and honest I'm a "little" puzzled on how this thing runs in the first place.
Version is 15.5.15502.6
The SIP Trunk is an IP which, when opened in a browser, isnt available.
I cant install updates, not even using the SSH interface.


Could it be that the problem is the DTMF signal?
If I understood correctly, not the input itself is send to the recieving part, but instead the transmitted dialtone delivers the information.

The caller is using a Snom725 with latest firmware 8.9.3.96.
He said he tried multiple external IVRs, none of them work.

I also found some DTMF related answers that suggest that the SIP info should be changed, but I havent found a way to do so yet.

Using the webinterface of the phone to change its settings, but it seems that once provisioned, I'm just able to export the settings. Havent found a way to import the changed .xml file back into the phone.


<!--# Other optional Parameter #-->

<user_dtmf_info idx="1" perm="">sip_info_only</user_dtmf_info>“

 

[JohnS_3CX]

@Slideform There are two main types of DTMF 3CX supports:

1. RFC2833 - This is passed as a SIP message to your provider (but if the other side does not support it, then it wont work)
2. In-Band DTMF - This is a tone played in the audio stream (but depending on whether the codecs are good enough or get converted along the way, it may deteriorate and again won't work)

You can run a capture to see what you send, and you can also ask your provider to tell you what they support, but if the other side has the issue then it will fail no matter what you do - it may be out of your control.


I suggest you take a full backup of your V15.5 and then wipe the server and reinstall V16 using your backup.
V15.5 has been end-of-life for a while, and we are getting ready to release V18 this year, don't let your customer fall behind

 

[Slideform]

I had to install backup the config and install it using the up to date version.
After importing the config DTMF worked.

Unfortunately, 2 of my SIP Trunks have stopped working.
I made a post https://www.3cx.com/community/threa...unks-no-longer-functional-after-backup.81828/

Any ideas on why only 2 trunks doesnt work anymore by chance?

 

[VasilisV_3CX]

Okay @Slideform, you did great making a new thread for the new issue. I'll close this issue as solved and my colleague will assist you on the other thread.