strange issues with AA with 800 pressing

[Song]

Hi,

If i call my AA I was able to press the key it prompted to go to an operator by pressing 0.
But when an 800 calling into my AA. they cannot press the 0. it just goes back to the greeting again and again. Seem like it is not taking their DTMF or something. Any advise on how to fix this

thank you

 

[K_SAK]

Hello,

Are you using a supported SIP Trunk provider? You might need to check with them if DTMF is being forwarded to you properly. Normal call audio is fine?
Something like this is set in the Auto Attendant ?: