Avaya IP Office auto attendent dial by extention go to wrong person

[SAYYDO]

Hello,

am working in a company that has recently migrated the line from one provider to another, and we are facing an issue regarding the Embedded Auto Attendant .

when someone call from outside the auto attendant ask for extention but when the person press the extention i notice in the logs that the number is pressed twice

for example if someone want to dial 239, it goes to 223

we have Avaya IP Office v2 and using Avaya IP office 10.1 (57) software

i tried to change the DTMF feature to RFC2833, INFO , Inband but still the issue has not been solved

best regards

 

[sizbut]

Just in case, have to ask, is the auto-attendant option for this option 2 and is Direct Dial-by-Number selected in the auto-attendant settings? If yes to both then the its the auto-attendant settings including the intial 2 menu selection as part of the extension number.

Stuck in a never ending cycle of file copying.

 

[amriddle01]

You will probably find it's duplicated digits.
On SIP calls the line provider has to remove DTMF tones from the call and pass it out of band then inject the tones again before presenting to you.
Issue is sometimes a slight part of the tone gets through before they detect it, they then inject the tone again and it follows the split second of tone that wasn't removed, so a 2 comes in to you as 22.

Long and short is it's the provider(s) carrying the call at fault, it hits you already broken, you often can't fix it because of that

 

[SAYYDO]

@sizbut Yes it's set to dial by number in the auto attendant

@amiriddle01 thank your for your reply , will try that with the service provider see if that solve the issue .

 

[sizbut]

@SAYDO No, I asked 2 questions, you gave one answer and that answer wasn't about the 'Direct Dial-By-Number' setting which is different from setting an action to 'Dial by Number'.

Stuck in a never ending cycle of file copying.