Genesys Cloud CX (formerly PureCloud)

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DTMF Issue

  • 1.  DTMF Issue

    Posted 5 days ago
    Hi Team

    Today I configured new organization for new customer, and I used Sim Box as gateway to Enter the SIM card for inbound and outbound calls, and I pairing the Edge, and I tested Inbound and outbound call working fine, but after build the IVR and need to select any menu by DTMF, it not worked and the IVR stopped after the first Main Menu Prompt, It is this issue happened with any one?


    I appreciate your support
    #Routing(ACD/IVR)

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    Sajed Salah
    Fourth Dimension Systems LLC
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  • 2.  RE: DTMF Issue

    GCAP Member
    Posted 5 days ago
    Hi Sajed, the first place I would check is in GenesysCloud under the trunk settings | Media section.  Set the DTMF payload to "101" and the DTMF method set to "RTP events".  Then on the Sim Box, make sure that the settings match (use RFC2833 with a payload of 101) and then test to see if the DTMF is recognized.

    Hope this helps,
    Craig

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    Craig Gillett
    Ingram Micro
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  • 3.  RE: DTMF Issue

    Posted 4 days ago
    Hi Craig

    Thank you for your answer, In Genesys Org. in media setting the DTMF setting it right 101 and RTP Event, are you have experience in SIM box if you know where can check because I can't find any setting for DTMF?


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    Sajed Salah
    Fourth Dimension Systems LLC
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  • 4.  RE: DTMF Issue

    GCAP Member
    Posted 4 days ago
    Its been a while since I've played with one of those.  What model do you have?  We can probably find the manual online.

    Thanks,
    Craig

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    Craig Gillett
    Ingram Micro
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  • 5.  RE: DTMF Issue

    Posted 3 days ago
    Hi Craig

    I think the issue from genesys because in SIM box configuration I trying both options, and still the same:



    ------------------------------
    Sajed Salah
    Fourth Dimension Systems LLC
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  • 6.  RE: DTMF Issue

    Posted 3 days ago
    Hi Sajed,

    Those DTMF's could be really a headache, I know this from experience. There could be a lot of things like payload, RTPEvents sequence nos. digit duration and other factors. I would suggest to start with Wireshark and look into SDP offers and RTP packets to dig into the issue. I believe you'll find the mismatching things there and can work ahead to resolve the issue. Most of the time is tweaking your gateway the solution ;).
    If it remains same contact customer care.


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    Kind regards,

    Asad Saqlain
    ------------------------------



  • 7.  RE: DTMF Issue

    Posted 3 days ago
    Thank you Asad

    I think something wrong in genesys because:

    After check with carrier, the DTMF is out-of-band RFC 2833 and the RTP payload type 101, kindly see the attached file.

    And after put the DTMF method in cloud RTP Event, it never work, but when change to In-band Audio or none some times work but after delay, thank you so much



    ------------------------------
    Sajed Salah
    Fourth Dimension Systems LLC
    ------------------------------



  • 8.  RE: DTMF Issue

    Posted 3 days ago

    Hi Sajed,

     

    By default Genesys Cloud trunk is also set to use RTP Events (RFC2833 out-band) with payload type 101 (but it can also carry 102 e.g. when you're using opus as a codec) as a DTMF method. If you didn't change that I would suggest to keep that same in your gateway and after doing a test call look into the captured Wireshark. There you should find the related info in SDP offers and RTP packets.

     

    Kind regards,

     

    Asad Saqlain