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  • 1.  DTMF - Not picking up any input

    Posted 09-10-2023 23:35
    No replies, thread closed.

    Just looking for some advice on DTMF.

    We have some cases where customers are entering dtmf in our inbound flows, secure flows (agent initiated and Inbound) where the system is not picking up any input from the customer, and I mean no input at all not partial. Customer is adamant they are entering values.

    This works most of the time for most customers. Just every now and again we get a reported case, making it difficult to replicate.

    We are on on-prem edges

    Just trying to figure out where exactly we should be looking to resolve this, or is there just a known issues with some devices when calling Genesys?

    Trunk settings look like this:


    #ArchitectureandDesign
    #SIP/VolP
    #SystemAdministration

    ------------------------------
    Anton Vroon
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  • 2.  RE: DTMF - Not picking up any input

    Posted 09-13-2023 01:00
    No replies, thread closed.

    I would check the SBC or carrier to see if they are aet to use RFC 2833 only and are falling back to Inband audio.  Usually someone in the mix is doing that.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: DTMF - Not picking up any input

    Posted 09-13-2023 02:32
    No replies, thread closed.

    I'd reach out to your carrier.  We had a similar problem a few months back where DTMF codes were not working as intended and they managed to find that the network the calls were routing via was the cause. Since then that upstream carrier resolved the issue.  Wasn't a fun experience, but if you persist, hopefully they'll resolve it for you.



    ------------------------------
    Robert Niblock
    APM
    ------------------------------

    Original Message


  • 4.  RE: DTMF - Not picking up any input

    Posted 09-13-2023 18:56
    No replies, thread closed.

    Thanks Robert and Robert

    Appreciate the insight.

    I will do just that. 



    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


  • 5.  RE: DTMF - Not picking up any input

    Posted 09-14-2023 02:52
    No replies, thread closed.

    Hi Anton,

    We also had a similar issue DTMF not recognised by Genesys (Cloud media edges) affecting a single Org.

    Genesys confirmed from their media captures, in SDP they see DMTF events using payload 101/sample rate 8000.(rtpmap:101 telephone-event/8000) received from the carrier. Hence for a G711 audio stream the rtpevent packets should have their 'event duration' increasing by '160' with each packet. 

    In our case the value was higher and not consistent with RFC2833 causing digits to go unrecognised.

    This was rectified by the customer changing their Codec order on their SBC.


    Hope this helps.



    ------------------------------
    Scott Bradshaw
    Telstra Corporation Ltd
    ------------------------------

    Original Message


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