Touch Tones (DTMF) not working with CAD

Cathal O'Driscoll · ‎06-10-2010

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

Anthony Holloway · ‎06-17-2010

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.

start
accept
ced = get digit string
play prompt ced
terminate
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