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New Member

Menu option not working after call transfer


We have a requirement where our customer care agent will call customer and asks them to provide feedback about our services, if the customer agrees, agent will transfer the call to IVR extension, where IVR script will record customer feedback.

Issue we are facing is that after call transfer by agent, script plays "Menu prompt" to select 1, if the customer is satisfied, otherwise press 2. But even though the customer tries to provide input, system does not recognise the choice selection and keeps on asking to select an option and after 3 retries skip the menu option.

Menu works perfectly if we make call directly to IVR extension.

We are using UCCX 8.5

Your help in this regard will be highly appreciated. Thanks

Everyone's tags (1)
New Member

If it working locally with

If it working locally with IVR extension, then problem could be in Voice Gateway.

Please provide your voice gateway information and configuration to check further.

New Member

Running into same issue.

Running into same issue.  Ever find a solution to this?  

Our scenario...

IP Phone calls IVR script, script redirects to IP phone.  IP Phone transfers user to another IVR script, DTMF stops working.  All phones are SCCP.  DTMF works on first script and works on second script if called directly.  Works if IP phone is called directly, then transferred to second script.  Only fails if routed to UCCX first, then to an IP phone, Transferred back to UCCX, then DTMF never reconnects.  We are on UCCX 9.0.2 and CUCM 9.1.2.