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Not recognizing dtmf tones on some forwarded calls

We use UCCX 8.5 SU3.  In our script we have a menu step that works 100% of the time when we call our DID directly.  However, when the DID is reached by calling an outside number that forwards to us the menu step is not "hearing" the dtmf tone.  This only happens with certain customers of ours and not all.  I assume there is something different in the way they are forwarding the calls, but I'm not sure what.

Has anyone else had any experience with this?                  

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