×
INTELLIGENT WORK FORUMS
FOR COMPUTER PROFESSIONALS

Contact US

Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Students Click Here

ATT cell phones Inbound DTMF not recognized by UCX IVR

ATT cell phones Inbound DTMF not recognized by UCX IVR

ATT cell phones Inbound DTMF not recognized by UCX IVR

(OP)
Hi all, I have a customer with multiple UCX 250's R6 all updated, each with an Allstream SIP trunk. Recently they have received complaints that some callers can't navigate the IVR via touchtone. After some experimentation, we found that the problem only occurs when using ATT cell phones(all other carriers work fine). When a digit is pressed, the system doesn't respond as though anything was pressed. The same cell phone can call a different company (like a bank) and has no problem. These systems and the sip trunks have been in service for at least 2 years each and have only developed an issue in the last week. this doesn't feel like a problem with the Emetrotel UCX, but I would like to know if there are any tweaks I can make to affect what might be an issue outside the customer's relm.

RE: ATT cell phones Inbound DTMF not recognized by UCX IVR

For SIP trunks, the most common method of handling DTMF digits is RFC2833. When this method is used (I'll make the assumption that this is the method you configured for the Allstream SIP trunks), the DTMF detection is done at the PSTN gateway (i.e., at the far end) and DTMF digits are sent as frames indicating that there is a DTMF digit and which one. So, the DTMF detection is handled by the gateway that is used by the SIP trunk provider as the connection to PSTN, not by the UCX system. DTMF detection would be done by the UCX system only if the DTMF method used by the SIP trunk was set to "inband" - this method is the least reliable and as such is not recommended.

RE: ATT cell phones Inbound DTMF not recognized by UCX IVR

(OP)
Thanks For the info. I did have RFC2833 protocol set for the sip trunk and it was confirmed that the Allstream gateway was as well. For what it's worth, the problem 'magically' went away later that day and hasn't returned. I hate not knowing.

Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members! Already a Member? Login


Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close