Solved [v16] call OK but dial pad has no effect

[NetValue]

Me: Call out
# Phone call connects, fine.
# Voice: Press one for urgent issue
Me: Press 1
Nothing happens.

I think this is to do with SIP tones but I cannot find where to change it for the web client, does anyone know how to configure this? It is New Zealand if there is an appropriate setting. Thanks.

 

[VasilisV_3CX]

Hi @NetValue,

Which SIP Trunk provider are you using?

Are you dialing an external number when you encounter this problem?

Does this happen with every IVR you call into or this specific one only?

 

[NetValue]

Hi Vasilis

I am dialling to an external number, that's what I meant by "call out". The phone call establishes but the button presses in the web client dial pad do not act as desired.

• I hear tones played in my computer connected head set
• There is no acknowledgement at the other end

It is not one specific IVR. To test. New Zealand is two islands. I ring Pizza Hut. Press 1 for North Island. Press 2 for South Island. I cannot tell Pizza Hut what island I am in using the web client dial pad.

If I use a desk phone with 3cx I can call Pizza Hut and use the phone dial pad to select which island.

I want the web client dial pad to do what the desk phone can do - i.e. dial pad = selection at the other end.

Thanks

 

[VasilisV_3CX]

Hi @NetValue,

There is no acknowledgement at the other end

This may be a clue, which is why I lead with:

Which SIP Trunk provider are you using?

Which is important because your SIP trunk provider may be receiving the tones, but not know what to do with them. Are you using a 3CX Supported SIP Trunk provider? You can find them here: https://www.3cx.com/partners/sip-trunks/new-zealand/

 

[NetValue]

Hi @VasilisV_3CX

Lightwire Business.

Keep in mind both the phone and web client are attached to the same 3cx instance, the phone dial pad works and the web client dial pad does not (described in the Pizza Hut example above).

 

[YiannisH_3CX]

Hi @NetValue

Please navigate to Settings / Codecs and send us a screenshot of the codec order for LAN and WAN devices so we can see if its a codec issue or not.

Thank you

 

[NetValue]

Hi @YiannisH_3CX

I cannot see Settings -> Codecs but I found some codec options under: Settings -> General

I hope this is what you are wanting to see:

 

[YiannisH_3CX]

From your screenshot I assume that you are running V16. Is that correct? If you update to V18 you will see the codecs directly in settings menu so apologies for the confusion.
I cannot be 100% sure but I think your issue is that the Webclient is negotiating OPUS as its codec with the PBX and the DTMF signals are not recognized by your provider when dialing from the Webclient.
In V16 however you cannot change the codec order of the Webclient so we cannot test the hypothesis.

So my recommendation is to update to V18 and try the same scenario. By default OPUS will not be the first codec in V18 so if our hypothesis is correct it should solve your issue.

 

[NetValue]

Thanks, understood. Yes, it's v16 and we do plan on upgrading in the near future - after that if the problem persists at least we have a place to work forward from (codec ordering).

 

[YiannisH_3CX]

Let us know if the issue persists after you upgrade and we have another look at it.

 

[NetValue]

Our 3CX was upgraded last week, currently: 18.0 (Build 461)

I can now ring Pizza Hut and select which island I am in with the web client dial pad. i.e. it works with the new version

Thanks

 

[YiannisH_3CX]

I am glad to see that the issue has been resolved and you can have your pizza delivered to the right island