Weird/Broken DTMF tones on random extensions

[davide.bonavita]

Hello there,
some users told me that they can't choose any option when they call external numbers with an IVR. I've heard the recording and in fact the tones sounded "broken", I made them record a small video because the tones were broken on their side as well:

(calling the echo test in this video)

They all use RFC2883 and ulaw as codec, but this happens only for some extensions, is there anything else I should check?

V. 16.0.619 Enterprise here

 

[JohnS_3CX]

Hi Davide,

The sound you hear there is unrelated to what happens to the actual call. This sounds more like a problem with the sound card driver to be honest. For Troubleshooting: If you connect a USB headset and switch all your audio outputs to that USB headset and reboot I think the effect in the video above should stop.

When we use RFC2833 it means that no sound is actually transmitted, rather it is a SIP event that is sent. This means that if you cannot navigate menus when calling external numbers, the problem is almost certainly elsehwere.

To troubleshoot the external IVRs, there are two main things that are very important:

1) Are you using a 3CX-supported provider? If not, does your provider support RFC2833?

2) Does the other side support RFC2833 and if not, how does your provider handle it?


For question 1 if the answer is no, then it will simply not work - you can try using In-band and hope the other side detects it

For question 2, your provider may be able to help shed some light if you have an issue with specific destinations (but the rest work ok)

As a final note you must remember that just because provider supports RFC2833 will not guarantee that the final recipient will support it too. In this case, the provider might convert RFC2833 to In-band OR the provider of the recipient might have to do this.

 

[davide.bonavita]

Thank you for your hints John, I'll check the workstation first and then with the providers (sadly not 3CX supported)

 

[JohnS_3CX]

For the video: You were simply calling the Echo Test and you are literally hearing your DTMF echo or you were using an open speaker/mic causing feedback I think..