Touch Tones (DTMF) not working with CAD

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Jun 10th, 2010
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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

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Anthony Holloway Thu, 06/17/2010 - 09:12
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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

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