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Community Member

Dialing Issues in Automated Systems

We recently switched over our system to Cisco IP phones (7911, 7945 & 7965). We've managed to solve all the other issues we've had but this one is a bit of a head scratcher:

Several users in this system, with all three varieties of phones, have reported that they are erroring out when they are inputting numbers into automated phone systems.

One person continued getting an invalid number when dialing "2" for English, another person got the same response from inputting her bank account number over and over again. In many cases, the numbers had to be reinput several times before they went through. No matter the number(s) input, no matter the number dialed, they are getting the errors. But not everybody. I've had no problem with automated systems, many of my co-workers have had no problem.

At first, we assumed it was user error but too many people have come forth and all with the same story: automated system, can't access whatever it is they need to access (some personal, some work).

We haven't heard of any issues dialing numbers (to call someone) and my guess is because the numbers you are dialing for a call appear on the display, whereas the additional numbers you would dial after reaching an automated system do not.

Our best guess foor now is that it has to do with the tone of each number and duration of the tone. On our old system, you could press a number one second or ten and it would carry a steady tone. On this system, the tone is a specific length of time and then disappears. I'm unsure of how, if there is a way how, to configure the tone but that would certainly be a help.

We are using CM 6.0.1

I searched through the forum quite extensively and found no other similar issue to this, but I am hoping it is something that can be remedied.

5 REPLIES

Re: Dialing Issues in Automated Systems

It's impoartant to know what you are using for a voice gateway and what technology you have for PSTN access (PRI, analog 1FB's, SIP trunk, etc). Incorrect DTMF (Touch-Tones) configuration can cause the issues you are discribing. I suspect the common factor among the people that are reporting the problems is the automated systems they are calling. By that, I mean that if one person reports problems using DTMF when calling Bank A, then all users will have problems calling Bank A.

Community Member

Re: Dialing Issues in Automated Systems

We are running into the same issue, did you get this resolved?

Hall of Fame Super Gold

Re: Dialing Issues in Automated Systems

Please submit output of show controllers t1.

Community Member

Re: Dialing Issues in Automated Systems

controller T1 0/0/0

framing esf

linecode b8zs

cablelength short 110

pri-group timeslots 1-24

Community Member

Re: Dialing Issues in Automated Systems

Here is the show controllers t1 output.

2#sh controllers t1

T1 0/0/0 is up.

Applique type is Channelized T1

Cablelength is short 110

No alarms detected.

alarm-trigger is not set

Soaking time: 3, Clearance time: 10

AIS State:Clear LOS State:Clear LOF State:Clear

Version info Firmware: 20071011, FPGA: 13, spm_count = 0

Framing is ESF, Line Code is B8ZS, Clock Source is Line.

CRC Threshold is 320. Reported from firmware is 320.

Data in current interval (147 seconds elapsed):

0 Line Code Violations, 0 Path Code Violations

0 Slip Secs, 0 Fr Loss Secs, 0 Line Err Secs, 0 Degraded Mins

0 Errored Secs, 0 Bursty Err Secs, 0 Severely Err Secs, 0 Unavail Secs

Total Data (last 24 hours)

0 Line Code Violations, 0 Path Code Violations,

0 Slip Secs, 0 Fr Loss Secs, 0 Line Err Secs, 0 Degraded Mins,

0 Errored Secs, 0 Bursty Err Secs, 0 Severely Err Secs, 0 Unavail Secs

T1 0/0/1 is down.

Applique type is Channelized T1

Cablelength is short 110

Transmitter is sending remote alarm.

Receiver has loss of signal.

alarm-trigger is not set

Soaking time: 3, Clearance time: 10

AIS State:Clear LOS State:Clear LOF State:Clear

Version info Firmware: 20071011, FPGA: 13, spm_count = 0

Framing is ESF, Line Code is B8ZS, Clock Source is Line.

CRC Threshold is 320. Reported from firmware is 320.

Data in current interval (460 seconds elapsed):

0 Line Code Violations, 0 Path Code Violations

0 Slip Secs, 0 Fr Loss Secs, 0 Line Err Secs, 0 Degraded Mins

0 Errored Secs, 0 Bursty Err Secs, 0 Severely Err Secs, 464 Unavail Secs

Total Data (last 24 hours)

0 Line Code Violations, 0 Path Code Violations,

0 Slip Secs, 0 Fr Loss Secs, 0 Line Err Secs, 0 Degraded Mins,

0 Errored Secs, 0 Bursty Err Secs, 0 Severely Err Secs, 86400 Unavail Secs

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