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IVR Direct Dial and Keypress Events not working

Alex Kearns

November 01, 2017 13:36

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Hello All,

 

So I had begun to set up myPBX with my company's Yealink T42G phones two days ago. One of the features that they wanted was IVR with Keypress Events and Direct Dial if the caller knew the extension they wanted. Got all of that set up with two phones and it tested out perfect.

So yesterday I finished setting up the rest of the phones and when I did my test again, I could not get the Keypress or Direct Dial to work. The welcome message would play through the whole message and then timeout and call all of the phones.

To my knowledge I have everything set up correctly since it worked the first time. My inbound route takes me to the IVR which has Direct Dial enabled and key 0 and 1 set up. I have the latest updates installed on the phones and the PBX. Internally the extensions work between all of the phones so I know they exist.

For any suggestions, please use details as if I do not know what you are talking about so I can make sure I am navigating/setting the correct values in the right places.

Thank you in advance and I will do my best to supply more information when requested and as soon as I can.

~ Alex

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17 comments

• 0
  
  Andrew Kam November 01, 2017 23:18

  HI 

  you can check the dtmf tone settings of the pbx as well as the phones. 

  This should be rfc2733 . 

   

• 0
  
  Oscar Colka November 02, 2017 08:44

  Alex, 

  If you try call from internal extension to the IVR number, would the key press events working?

  By the way, what kind of trunk do you setup on the PBX? Is it a PSTN trunk or SIP trunk or GSM trunk?

• 0
  
  Byeastar November 11, 2017 08:34

  I have the same issue with this above. Key press event works on internal but from external thru SIP trunk it doesn't work. Any update with this issue?

• 0
  
  Oscar Colka November 13, 2017 01:14

  @Byeastar,

  If you are using SIP trunk, I believe it is probably caused by the DTMF settings. I would suggest you to change the DTMF setting on SIP trunk settings page and see if it help.

  

• 0
  
  Byeastar November 16, 2017 03:34

  Thanks for the reply Sir Oscar. I already did the configuration above and also tried the Auto mode but no luck, the same, it doesn't work. Any additional suggestions? Thanks

• 0
  
  Oscar Colka November 16, 2017 05:20

  Byeastar, please try capture pcap logs for the issue and pose the pcap logs here. 

  Follow below steps to get the pcap logs:

  1. Login web GUI of S PBX and go to Maintanance -> Troubleshooting -> Ethernet Capture Tool;

  2. Press Start;

  3. Make the incoming  calls, press 0123456789 on your phone and then Press Stop;

  4. Download the pcap logs and post here.

   

  

• 0
  
  kevin July 15, 2018 14:40

  Hi I have the same issue.

  How was this resolved?

• 0
  
  Oscar Colka July 16, 2018 03:01

  Kevin,

  Do you use SIP trunk or other kinds of trunks?

  If it is SIP trunk, try follow below steps to get the pcap logs so the community can help troubleshot your issue:

  1. Login web GUI of S PBX and go to Maintanance -> Troubleshooting -> Ethernet Capture Tool;

  2. Press Start;

  3. Make the incoming  calls, press 0123456789 on your phone and then Press Stop;

  4. Download the pcap logs and post here.

   

  

• 0
  
  Markus Mohr November 20, 2018 10:03

  Same Problem here... can i send you an email ?

• 0
  
  kevin November 20, 2018 10:12

  Hi Markus,

   

  I solved the problem.

   

  I created a SIP trunk and used Inband as DTMF mode for inbound calls.

  For outbound calls I created a Peer to Peer trunk and the DTMF mode - RFC 2338

   

  Feel free to reach out.

   

  regards

  Kevin Kiereini

• 0
  
  Markus Mohr November 20, 2018 10:15

  Hi Thanks for the Reply.

  This is a workaround not the Solution ;)

  What is the Problem for outbound calls if the DTMF is Inband ? If i change to Inband incoming calls work and KEy Press works to...

• 0
  
  kevin November 20, 2018 10:22

  Hi Markus, 

  We are using xcally shuttle as our IVR platform, for some reason outgoing calls are not going through via the inband mode...It could be also that our platform is outdated, and we are working on replacing it.

  regards

  Kevin 

• 0
  
  Hm January 20, 2020 10:11

  You can try changing dtmf to "auto". Then RFC4733 and inband seem to work .

• 0
  
  hussam madlum February 12, 2021 14:19

  I have the same problem how can I solve it
  I did troubleshooting And I have the file
  How can I send it ?

• 0
  
  Gideon February 19, 2021 06:13

  Good day All, I have this problem but on outgoing calls. The user will dail to a IVR and when they do selection....Nothing. Called myself and pressed the number....Dead quiet...I have change from auto,inband,info on all extension and sip trunk but not one is working. What am I missing?

   

• 0
  
  Pixy Tse February 23, 2021 11:36

  Gideon Hi There, you can try to get a pcap log to see if PBX has sent the correct DTMF. Refer to this article:

  https://support.yeastar.com/hc/en-us/articles/360038941513-Understand-the-DTMF-in-SIP-Call 

• 0
  
  steve October 16, 2022 02:03

  Thank you for the insights, Trunks>Advanced>Changed DTMF mode from RFC4733 to Inband fixed my issue with DTMF keys not detected on incoming calls to IVR.