DTMF Not Getting Though on Called AA's

[HBorlee]

I now have 3 seperate customers who have reported this issue to me. The issue has been reported on 1-8XX's number only at this point. Basically the customer calls a 1-8XX number and reaches an AA. They press a number on phone but the selection does not register, the AA keeps playing. If the caller hangs up and trys again they are almost always successfull.

One customer is on a PRI and the other 2 are using analog lines. All useres are using digital sets, 9508 and 1416.

Has anyone else heard of this issue? does anyone have a fix?

Harley.

 

[amriddle01]

If they have different lines from different sites and other auto attendants work just fine, you need to look for the common theme, that being 18XX numbers. I guess they are toll free numbers? The system doesn't treat calls to a type of number differently that would stop DTMF passing but you don't know what the provider is doing to those calls (if anything). I think more time and evidence gathering (including traces) is required



"No problem monkey socks

 

[amriddle01]

BTW, are they on expansion modules? If those expansion modules weren't passed through 3.2.999 (even though this hasn't been advised by Avaya for years) on upgrade odd DTMF issues can occur.... I just realised the handsets you mentioned hence why this wasn't in my first post



"No problem monkey socks

 

[1043]

On the system with analog lines try calling the 800 number directly from the dmarc eliminating the phone system comepletly.

We have had this issue on several brand systems, not just avaya. It's usally the IVR system on the receving end.

 

[smokinjoe2938]

how long has this been happening, what has changed on the system since it used to work? have you done an upgrade recently? etc...

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