Digits dial after a call is place are not being sent

[dchoward]

Hello,

I am working with a Mitel 3300 virtual/Physical 3300 icp system with SIP trunks.
MiVoiceBusiness installed OVA version 7.2.1.24
MiCollab 7.2.1.13

After dialing say an 800# and an Auto Attentend answers with a menu (e.g. press 1 for billing press 2 for sales) no one can dial any of the menu options.
This happens when dialing any number that has a menu.

I thought that this may be in the COS but I could not find one that looked like may control this.

So Digits dial after a call is place are not being sent.

Thanks for any help!

Carl

 

[wireman50]

SIP provider not passing DTMF after call has been set up? (since the dtmf comes from the provider not the Mitel). I vaguely think there is an option for this in the sip peer profile.Does the menu system work internally?

 

[dchoward]

Hi wireman50,

No, the menu system does not work when they dial an internal 800#.

I don't see anything for DTMF or Dual Tone Multi Frequency in the SIP Peer Profile. Would this fall under a different name perhaps?

 

[wireman50]

If it is not working internally then maybe it is a programming error on the Auto attendant.

can you dial any of the auto attendant options work? I am a bit confused by your answer "dial an internal 800#". can you explain the call flow with actual numbers? I have assumed you have used embedded AA or is it nupoint or an acd queue?

 

[TheMitelGuy]

You need to look at the SIP Peer Profile and see what the RFC2833 settings are set to. Look in the help file of the 3300 (top right-hand corner) and search for 2833 or RFC2833. There will be instructions in there. Take a look at the RC2833 settings in the SIP Peer Profile for your SIP Trunking that are being utilized when making these calls. Report back with the settings and what they are set too.

 

[dchoward]

This ended up being the SIP provider after all. They changed the route and all went back to normal.
Thanks for the quick responses!!

Carl