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DTMF digits from PSTN callers are not recognized in the greeting, and Call Handler and callers are not authenticated on Cisco Unity

Core Issue

The Public Telephone Switched Network (PSTN) callers can leave voice mail messages but all caller inputs fail. There are no errors in the event log. Calls from the IP phones within the network have no issues when the Dual Tone Multifrequency (DTMF) inputs are entered.

The PTSN calls are routed properly, but Cisco Unity shows incorrect digits that are received compared to the digits the caller dials. The IP phones on the network do not experience this issue.

Resolution

In order to resolve this issue, first make sure that Caller Inputs are enabled on the Cisco Unity for that CallHandler. In order to verify this, complete these steps:

  1. Open the SA Web page.

  2. On the menu under the Call Management, click CallHandlers, and locate the actual CallHandler in question.

  3. After the CallHandler is found, choose Caller Input, which is the menu on the left.

  4. Locate a table on the bottom of the page, known as the Caller Input Map.

  5. Verify that the key that receives no response from Cisco Unity is not locked and that the action points to where it must redirect whenever someone dials the option key.

  6. If the action says Ignore Key, whenever the caller dials key, there is not any action, so be sure that points either to a Subscriber or to a CallHandler or to whatever option that is selected.

  7. Check the voice gateway, and make sure the dtmf relay command is enabled.

Refer to How to Route Calls to Cisco Unity AutoAttendant from an IOS Gateway for more information.

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