Solved Numbers pressed during a call are not the numbers that get sent

[DaveDaveDave]

I have a client that when on a conference call for example is required to press a code to enter the conference. The numbers they press however are not the numbers that are sent and are therefore unable to join the conference. This has also been the case for other services such as telephone banking.

Any ideas for where I should start troubleshooting this? I have not see this issue before. Could it be a physical desk phone mismatch in 3CX somewhere? This is indicated to be on several handsets, but I am yet to verify the extent of the issue.

Thanks,
Dave

 

[leejor]

Is this for services external to 3CX? What type of sets, and trunking are you using? Could the issue be, two digits "sent" for every one pressed? If so, then there may be a DTMF Method problem. This might be resolved at the set, or, at the gateway, if one is being used.

 

[DaveDaveDave]

Hi, yes, services external to 3CX. Not sure what sets they are, will check tomorrow. I'll look at DTMF in 3CX and report back. Thanks for responding leejor.

 

[leejor]

It won't be settings in 3CX as such, it may be settings in the set, and/or the gateway, if used. Many sets are provisioned to"force" a particular DTMF Method, when an "Auto" setting is more "reliable". You will have to do some testing, if changes are made.

 

[YiannisH_3CX]

Hello @DaveDaveDave

You should also mention if the calls come in through a Voip provider and who that provider is or if you are using a gateway etc. Different providers use different DTMF methods. Also a wireshark capture on the server will tell you what is being sent by the provider and this is failing.

 

[DL_]

A useful site for testing many parts of your phone set up including DTMF testing, look here http://thetestcall.blogspot.co.uk/

 

[DaveDaveDave]

I believe a colleague continued the ticket in my absence. I'll try to find out what the resolution was and post. Thanks for your advice all.

 

[DaveDaveDave]

Looks like we upgraded the whole system from onsite to an Azure instance. That resolved the issue. Not quite the answer I would have liked to have posted but that's all I can offer. Thanks for your advice all.

 

[YiannisH_3CX]

Glad to hear the has been resolved