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DTMF Issue

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  • 1.  DTMF Issue

    Posted 09-13-2021 08:11
    No replies, thread closed.
    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)

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


  • 2.  RE: DTMF Issue

    Posted 09-13-2021 13:57
    No replies, thread closed.
    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


  • 3.  RE: DTMF Issue

    Posted 09-14-2021 01:08
    No replies, thread closed.
    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?

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

    Original Message


  • 4.  RE: DTMF Issue

    Posted 09-14-2021 16:31
    No replies, thread closed.
    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


  • 5.  RE: DTMF Issue

    Posted 09-15-2021 01:14
    No replies, thread closed.
    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
    ------------------------------

    Original Message


  • 6.  RE: DTMF Issue

    Posted 09-15-2021 04:40
    No replies, thread closed.
    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.


    ------------------------------
    Kind regards,

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

    Original Message


  • 7.  RE: DTMF Issue

    Posted 09-15-2021 04:48
    No replies, thread closed.
    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
    ------------------------------

    Original Message


  • 8.  RE: DTMF Issue

    Posted 09-15-2021 05:08
    No replies, thread closed.

    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




    Original Message


  • 9.  RE: DTMF Issue

    Posted 10-02-2025 03:25
    No replies, thread closed.

    Hello Sajed , 

    We are facing the same issue , as we have a Alcatel_Lucent GW connected to Genesys. 

    We have noticed a lot of outbound calls with no audio , one audio agents can hear the customer but customer can't hear the agents.

    we opened a ticket with Genesys , and they says the issue out of Genesys environment, and they recommended to work on SBC/Firewall/GW

    After disabling the ALG protocol on firewall , and most of calls working fine for outbound.

    But we faced another problem for inbound calls , when reach the IVR and need to select any menu by DTMF, it not worked.

    How we can resolve the issue ? 

    Noting , the current DTMF setting under trunk as below 

    DTMF Payload :101

    DTMF Method : RTP Events

    regards,

    Mohammad Sa'ad



    ------------------------------
    Mohammad Saad
    Senior Technical Support Specialist
    Abu Sharif Brothers Company LLC
    ------------------------------

    Original Message


  • 10.  RE: DTMF Issue

    Posted 10-03-2025 11:29
    No replies, thread closed.

    Hi Team.

    Is possible share a trace PCAP file of the one call?

    For example, if is using DTMF "In Band" the DTMF is send as RTP and trace PCAP is possible observed it. But, DTMF is "Outbound" they is sends as  INFO Mesagges SIP.

    The first is validate taht DTMF is send to the Genesys CLoud for the Firewall/SBC/GW.



    ------------------------------
    Edward Enrique Herrera
    Chief Support Leader
    ------------------------------

    Original Message


  • 11.  RE: DTMF Issue

    Posted 10-05-2025 02:56
    No replies, thread closed.

    Hi Edward  , 


    The DTMF is configured as "RTPEvents" , and when change it to "In Band" remain the same issue. 


    Do you think the firewall is the problem ? Any configuration is needed on firewall after disabling the ALG. 


    Please advise.

    regards,
    Mohammad Sa'ad 



    ------------------------------
    Mohammad Saad
    Senior Technical Support Specialist
    Abu Sharif Brothers Company LLC
    ------------------------------

    Original Message


  • 12.  RE: DTMF Issue

    Posted 10-06-2025 10:26
    No replies, thread closed.

    Hi Mohammad.

    I recommended this sequence test:
    1. Capture trace between PSTN to SBC. To see that DTMF arrive to the SBC.
    2. Capture trace between SBC to Firewall (IP Private). To see that DTMF is send from the SBC to the Firewall.
    3. Capture trace between Firewall (Ip public) to Genesys Cloud. To see that DTMF is send from the Firewall to Genesys Cloud.

    Also I recomend that use "RTP Events" for RFC 2833 or 4733 compliancy.

    Regards, Edward.



    ------------------------------
    Edward Enrique Herrera
    Chief Support Leader
    ------------------------------

    Original Message


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