Strange DTMF Issue from One Cellular Provider
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One of my Elastix servers (on-premise) uses Broadvox / NBS / Fusion for SIP trunking and has been working like a champ, but we have an oddity. We setup an IVR to use as a hotline so shop workers can call and leave a message for a supervisor if they will be late to work that day. This line doubles as a news line for bad weather and general announcements. So within the IVR we have about 9 options, each going to a different supervisor's e-mail. It has been working fine except for one small problem.
There have been a handful of people who call the hotline, and even though they are pressing 1 on their cell phone to get to John Smith's voicemail box, for example, the key press on their end never gets to the PBX somehow (no matter what they dial or how many times they dial it). It's like the key presses on the cell phone side just are not getting to the PBX (i.e. issue with DTMF). But, the HR Director believes this is limited to a specific mobile carrier (T-Mobile).
I feel like @scottalanmiller used to have this same kind of issue when trying to dial into a conference bridge for NTG.
Is this a misconfiguration on our PBX or some kind of shortcoming of the cell service provider? I would guess it is the latter but am not 100% certain. Has anyone else seen this happen and found a resolution?
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@NetworkNerd said:
One of my Elastix servers (on-premise) uses Broadvox / NBS / Fusion for SIP trunking and has been working like a champ, but we have an oddity. We setup an IVR to use as a hotline so shop workers can call and leave a message for a supervisor if they will be late to work that day. This line doubles as a news line for bad weather and general announcements. So within the IVR we have about 9 options, each going to a different supervisor's e-mail. It has been working fine except for one small problem.
There have been a handful of people who call the hotline, and even though they are pressing 1 on their cell phone to get to John Smith's voicemail box, for example, the key press on their end never gets to the PBX somehow (no matter what they dial or how many times they dial it). It's like the key presses on the cell phone side just are not getting to the PBX (i.e. issue with DTMF). But, the HR Director believes this is limited to a specific mobile carrier (T-Mobile).
I feel like @scottalanmiller used to have this same kind of issue when trying to dial into a conference bridge for NTG.
Is this a misconfiguration on our PBX or some kind of shortcoming of the cell service provider? I would guess it is the latter but am not 100% certain. Has anyone else seen this happen and found a resolution?
The issue does sound familiar and I'm pretty sure we determined it was a T-Mobile issue.
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We found that it was noise on the line, in at least one of the cases.
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@scottalanmiller said:
We found that it was noise on the line, in at least one of the cases.
Noise on the line on the cell phone end or the PBX / SIP trunk end?
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Not sure if this is at all related but we had a similar issue while using Braodvox for SIP trunks. I was unable to ever pin point the cause of the issue because it was always a conversation with 1 person who said it happened 1 time 3 weeks ago, but they were just telling me now, situation.
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We found both Scott and one other client in the TX area both had issues both are on Tmobile. Not sure if that makes a difference or not.
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@s.hackleman said:
Not sure if this is at all realted but we had a similar issue while using Braodvox for SIP trunks. I was unable to ever pin point the cause of the issue because it was always a conversation with 1 person who said it happened 1 time 3 weeks ago, but they were just telling me now, situation.
That's interesting. I believe the instances @Minion-Queen mentions happened with VoicePulse as the SIP provider.
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@NetworkNerd said:
@s.hackleman said:
Not sure if this is at all realted but we had a similar issue while using Braodvox for SIP trunks. I was unable to ever pin point the cause of the issue because it was always a conversation with 1 person who said it happened 1 time 3 weeks ago, but they were just telling me now, situation.
That's interesting. I believe the instances @Minion-Queen mentions happened with VoicePulse as the SIP provider.
Both VoicePulse and Vitelity
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I've Had similar issues. I've found on some Android smartphones turning off the "noise reduction" in the dailer app settings can help. Though it's going to make their calls noisy so I don't find it to be a great solution.
