SV8500 DTMF issue when making outgoing call to Auto Attendant

[tungvx]

Good afternoon everybody ,

We are from Viet Nam .

We met a complicated issue on our SV8500 PBX that is we cannot access to next level on Auto Attendance of DELL Support’s Telephone ( 1800545455 ).

Issue is explained as following below:
From the PBX We dial "9" + 1800545455 for calling to DELL support and dial “1” or “2” after hearing their Auto Attendance , but It was not successful – we cannot access to the next level of AA.
It seems like DELL’s Auto Attendance did not understand the digit we have sent to .

Our investigation :
- From Our mobile phone , we still can connect to DELL support telephone and access to the next level on their Auto Attendance .
- From NSRP Telephone , we still can connect and access to the next level on Auto Attendance of Microsoft Viet Nam telephone ( 0439351053 ) or Mobifone Viet Nam Customer Service telephone( 18001090 ) successfully .

Please kindly help us to resolve the issue .

 

[PFD45]

What kinds of phones have you tested from?
IP, Digital, Analog, Attendant Console?

What kinds of trunks are you using?
Analog, Basic T1, PRI, SIP?

When you call within the system (extension to extension) can you press a number and send a "beep" to the called party?

 

[tungvx]

Thank you so much for your help , PFD45
- I 'm using NEC IP Phone DT710 and DT730
- My trunk is PRI
- Yep, I still can press a number when calling within the system, there is no issue with internal call .
Until now, we have found this issue when calling outside to the DELL service's Auto Attendant, all other phone calls are still in normal operation .

 

[PFD45]

Do you have a non IP phone to test with?

Analog or digital?

Any "FAX" extensions that you could test with?

This would help point to a possible PAD card issue.

Another test to rule out the Dell Auto Attendant would be to call from an IP phone to your cell phone. Then press numbers on the keypad of the NEC IP phone and listen for DTMF on your cell phone.

 

[tungvx]

- I have some "FAX" extensions which are connected to AudioCodes MP-112 (which convert from SIP to analog ) and my fax machine is SamSung M2885FW - It does not have handset for checking call phone. I will find a analog telephone to check and inform my result to you .

- Yep , I have checked call from an IP phone to my cell phone and pressed on the keypad . It seem like OK , I can hear "beep" after dialing one key on my IP Phone.

- The issue only occur on DELL Service's Auto Attendant, other Auto Attendant such as Microsoft Customer Service and my Carrier Mobile Phone Customer Service are still OK .

 

[PFD45]

If you can hear beeps when you call your cell phone and calling other Auto Attendants works OK then the problem is probably with the Dell AA.

You might call Dell and ask if anyone else has reported problems.

 

[tungvx]

But DELL AA still works well when I check it with some cell phones. It makes me feel sick .

 

[PFD45]

I found something you might try:
Assigned SFI 225 to the SFC of the phones. This setting turns on DTMF PLAYBACK.

It's worth trying and testing.
I'm not sure that it won't be detrimental to some other feature so be ready to turn it off.

Or set up a special SFC just for the test phone and experiment that way.

 

[tungvx]

Thank you so much PFD45.
I will do it and let you know my result .

 

[tungvx]

I have tried the setting turn on DTMF PLAYBACK but the same result I had when calling to DELL's AA .

Do you have another advice ?