I just did a new install for a Dr.

[j.flanagan]

I just did a new install for a Dr. Office and they're on 11.0.4... after hours they want their calls to go to an answering service. Previously, they would use their old phone system, select line 1, dial *72 and then xxx-xxxx to forward their calls to a local answering service. My plan was to set up both a time profile and a set hunt group out of service to simply forward all their calls there when the hunt group was either automatically or manually taken out of service. The calls route fine and do end up at the answering service. The problem is, the answering service is an AA that has options for leaving a message or contacting a representative. the answering service AA doesn't seem to recognize DTMF when the call routes through the IPO. you can hear the message but not make selections.

To test, i routed the calls through the IPO to 804-111-2222 (i think) which reads your DTMF back to you. that number does hear my DTMF and recognizes my selections.

Where does the problem likely reside? is it our Carrier at the Dr. Office or the carrier at the answering service? Is there anything thing I can do on the IPO to change this up?

 

[teletechman]

If you call directly from the IPO to the answering service can you use the DTMF. I would try to forward to other AAs and see if the DTMF is recognized, if it is more than likely the answering service has an issue.
Mike

 

[Westi]

what type of trunk?
SIP ?
if so change the DTMF from RFC2833 to inband (or vice versa) and test again.

analog trunks?
disable the echo cancellation

Joe
FHandw, ACSS (SME)

Remembering intrigrant 2019

 

[j.flanagan]

They are Analog trunks. I'll try the echo cancelation. Thanks.

 

[j.flanagan]

disable the echo cancellation

Westi, this didn't seem to have any effect on it. I do notice that when I try to use touch tones, it mutes out the incoming audio for a brief moment. not sure if that can point to any sort of an issue or not.