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  • 1.  Issues With Media / Hearing IVR Menus / Passing DTMF

    Posted 01-15-2020 17:21
    No replies, thread closed.
    Hi All, 
    We are having issues across multiple orgs with inbound callers not hearing menus, and hearing echo back of themselves talking. 
    In one org, callers are getting to an initial menu with two options, but the dtmf input on that option is not working. 
    Anyone else having similar issues? 
    Thanks
    Dean.
    #Telephony

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    Dean Thames
    Koch Business Solutions
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  • 2.  RE: Issues With Media / Hearing IVR Menus / Passing DTMF

    Posted 01-15-2020 17:52
    No replies, thread closed.
    PureCloud Voice?

    If not, all the same carrier?

    I presume you have opened a case with care in case it is on the PureCloud side?

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Issues With Media / Hearing IVR Menus / Passing DTMF

    Posted 01-15-2020 18:35
    No replies, thread closed.
    Hi George, yes. I have a ticket open on it. We use Verizon for most of our domestic us traffic using switched terms to PC voice. None of those are working. Also, if you call the pc voice number directly from an ATT number, that does not work either. If you call the pc voice number from other cellular providers calls will go through. But our customers use the toll free number primarily. This is really unfortunate.

    ------------------------------
    Dean Thames
    Koch Business Solutions
    ------------------------------

    Original Message


  • 4.  RE: Issues With Media / Hearing IVR Menus / Passing DTMF

    Posted 01-15-2020 17:53
    No replies, thread closed.
    Hey Dean, 

    Just a thought as something similar has effected my ORG.

    Our issue was the speech/voice recognition on the call flows. When the IVR is initiated and the recognition is ON; if there is any noise from the microphone of the caller, the IVR stops and is listening for a action. Disabling the recognition resolves this and the IVR is uninterruptible for that instance (we don't have any use for voice/speech recognition).

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    John Jones
    Skybridge
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    Original Message


  • 5.  RE: Issues With Media / Hearing IVR Menus / Passing DTMF

    Posted 01-15-2020 18:27
    No replies, thread closed.
    Evidently this issue is related to calls getting switched through ATT somehow. PureCloud support has asked me to create a ticket with ATT. I'm not too excited about this.

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    Dean Thames
    Koch Business Solutions
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    Original Message


  • 6.  RE: Issues With Media / Hearing IVR Menus / Passing DTMF

    Posted 01-16-2020 09:18
    No replies, thread closed.
    Yesterday afternoon this issue was impacting multiple different orgs with pc voice numbers in varying parts of the country (Texas, Wisconsin, Kansas...), but now the issue seems isolated to a set of pc voice numbers i provisioned in the 920 area code and 249 co code. This is the second disruption we've had to that exchange in two weeks.

    ------------------------------
    Dean Thames
    Koch Business Solutions
    ------------------------------

    Original Message


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