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New Member

Automated systems not recognizing DTMF

We have a group of users that call a lot of automated systems for business purposes. They are have intermittent issues with the systems recognizing the DTMF. Also, they have to wait until the greeting complete before presing a key. In some instances, user has to insert a 1 to 2 second delay between button pressing, in order for the automated system to register the tone, which does not happen with the current phones

They are using 7941 Phones. We have one CCM Publisher and one CCM Subscriber. The subscriber in on there building. The outbound calls are entering the PSTN on a PRI.

5 REPLIES
New Member

Re: Automated systems not recognizing DTMF

I'm having similar issues with TelstraLink, a conferencing service from Telstra in Australia. I was waiting for the holiday vacations to die down before escalating with Telstra.

New Member

Re: Automated systems not recognizing DTMF

We have found out that the problem lies somewhere with our SIP trunk to an external Long Distance provider. When we route the calls over a PRI, they can call with no problem.

New Member

Re: Automated systems not recognizing DTMF

We are seeing the same problems with a 7941 going to our IP softswitch and off net. Did you ever find a fix for this?

New Member

Re: Automated systems not recognizing DTMF

We had output attentuation -6 on our voice port on the 2851 to make out outbound audio louder (people were complaining that they couldn't hear their voicemail when they called in via cellphone and were driving). That caused us to be too "hot" going toward the PSTN, and therefore caused DTMF digits to not be recognized (and also messed up the echo cancellers for our international callers). Once we got rid of all the fancy stuff in the voice port configuration it started to work.

New Member

Re: Automated systems not recognizing DTMF

The decision was made to route this group of users through the PRI. So, we did not pursue it.

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