Having trouble with callers being able to enter digits when dialing in?
When calls come into a system, the user can enter digits in an IVR to assist with routing. These digits are called DTMF tones. The reasons why the system might not detect these tones can vary from the provider that is sending the tones to the Switchvox system not detecting them properly.
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If we cannot reproduce by dilaing dialing internally, then the issue is external to the Switchvox, i.e. provider, caller's cell phone, etc...
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Record Digits (10 digits) and set the digits to be recorded in a variable.
Say Digits / Letters and choose the variable you just set the DTMF tones to be stored in.
Create an IVR extension and assign it to the DTMF Test IVR.
Dial the DTMF Test IVR internally to make sure it is working and that DTMF is working internally.
Point a DID directly to the DTMF Test IVR so we can call in over your provider to confirm that the same digits that we are entering are being played back. If the digits that you are entering are not being played back then the issue is with the call path over the provider and we need to get with your provider to confirm that these are the digits they are sending.
If the digits over the DID are being relayed back correctly, then we want to move to the IVR that is reporting the issue.
If the issue is not reproducible when dialing directly, but is in the IVR then we need to create a brand new IVR with only one interruptible sound and allow extension dialing so that we can attempt to reproduce the issue with a clean IVR. If the issue can still be reproduced by calling into a clean IVR, please contact support with all of your testing information and we can help you further diagnose.