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IP phone touchtone issues

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larmi

MIS
Jul 31, 2013
63
US
We deployed about 250 Avaya 9611 phones about a year ago to various locations. However, we also have digital sets.

Last month, we started getting calls that the touch tones are not working for external calls (the strange thing is that they are working for internal auto attendants including Audix). For instance, when someone places a call to an external number from an IP phone (e.g. insurance company) and they get an auto attendant, the external auto attendants don't recognize the touch tones dialed from our IP phones. When dialing the same number from a digital set (6408D+), the touch tones work. So this appears to be isolated to IP phones, and external numbers. Any ideas?
 
What kind of trunks do you have?


Touch tones are sent either in band, as a literal tone, or out of band as a signaling message. IP phones tend to be out of band, though you can change that.

You'd also want to isolate it to being all IP phones can never call through those trunks and ever dial past an attendant, or if it's intermittent, figure out when it does and doesn't work.

I've seen cases where a certain SIP provider using certain ATAs that they delivered analog to their customers on could never have out of band DTMF pass to their customer's systems using auto attendants on those analog trunks and we had to send DTMF in band to dial through those menus.
Your problem might be that complicated, or it might not.

If you have an IP signaling group that these calls are going across, maybe try changing the DTMF to "in band" to see...
 
what type of trunks? Are the auto attendants VDN/vectors, or audix?

do you have enough touch tone resources? Has your call volume picked up, or have you recently added a lot more vectors?



 
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