cell phone touch tone not not getting heard by VMPRO

[milkshake456]

Hello, I have been getting trouble call from customers with trouble that when they are calling into the system and get the vmpro attendant and press an option say 1 the vm pro attendant does not recognize the key press it just continues to play the message. The caller on the cell phone can hear the tone going out. This is only a intermitent trouble. If they call back it will work accept the key press. We are using IP 406 running 4.1.12 and VMPro 4.1.40.

thanks for any input.

 

[scottjc]

I have never had this incoming on the IPO, may be an idea to upgrade to 4.1(15)

 

[r6wraith600]

Try a different cell phone on a different provider if you can. Cell phones do not truely transmit a analog tone, it's a converted digital singla tone from the cell to the other end (very basic description).

I have seen this before with certain providers and there I likely nothing wrong on your end but the cell that is being used.

In fact you usually can see a setting within the cell phoen that looks like a tone option that you can set from short to long, that refers to how the "touch tone" is signaled to the other end. I have had a couple of users that I had to set on their cell phones and problem was solved.

 

[r6wraith600]

Bah I hate how you can edit your post after the fact for spelling .

 

[r6wraith600]

LOL "Can't

 

[WANLord1]

Are the calls passing through POTS or a T1/PRI?

lord

 

[WANLord1]

Right on R6! The effect of the short/long of a mobile on DTMF is just that. If the DTMF signaling is to short, the VM can't interpret the digit, so it ignores the "noise". VM's sift through side tones, so as a rule, always send long DTMF tones from a mobile!

lord