Touch Tones (DTMF) not working with CAD

Unanswered Question
Jun 10th, 2010

Hi All,


For some reason DTMF is not working when we are using the Cisco Agent desktop.  The DTMF works if the Agent uses the phone but I need to get this working through CAD.  The touch tone pad appears but no DTMF is generated.  Has anyone experiienced this before?

Cheers

I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Loading.
Anthony Holloway Thu, 06/17/2010 - 09:12

You could verify that DTMF is in fact, not being sent in two easy tests:

1) Create a test script that takes in DTMF, then reads it back to you.  You should hear the digits entered, repeated back to you.

  1. start
  2. accept
  3. ced = get digit string
  4. play prompt ced
  5. terminate
  6. end

2) If the first test fails, use a packet capture to see if the CTI messages are being sent to the server by CAD.

Here is a sample stream where I sent a phone number (612-555-1212) as input from the DTMF pad.

Calling Number = 4931

Called Number = 4001

CTI Port = 8051

CED = 6125551212

...(..........................

.....4931...4931....:..................

........................L......4931...4931....C..................

........................L.J......4931...4931...4001....m..................

........................I.L.I..................4931...8051.

.4001...4931...4001...8051...8051....N...

..............

........................I.L.I........8051...4931...8051...8051........[...`......

...........4931.C.6........\...`.......[...a......

...........4931.C.1........\...a.......[...b......

...........4931.C.2........\...b.......[...c......

...........4931.C.5........\...c.......[...d......

...........4931.C.5........\...d.......[...e......

...........4931.C.5........\...e.......[...f......

...........4931.C.1........\...f.......[...g......

...........4931.C.2........\...g.......[...h......

...........4931.C.1........\...h.......[...i......

...........4931.C.2........\...i

Actions

This Discussion