Deteccion de tonos DTMF

En algunas ocasiones sucede que por un canal primario cuando la llamada entrante la realiza un celular, los tonos que envia la red celular, ya sea para marcar una extension del Switchvox o una opcion en el IVR, no pasan o no son reconocidos.

En la configuración del Swtichvox, hay un parametro que se llama 'Relax DTMF recognition' = YES, se debe poner en YES, cuando este sucediendo esto, porque hace que el sistema sea más flexible en el reconocimiento de los tonos. Y ayuda bastante en el caso de los celulares.

Para el caso de las troncales SIP, hay un parámetro similar que es el "DTMF Mode", y se tiene que probar las opciones para ver cuál es la que funciona mejor, y verificar con el proveedor SIP que tipo de DTMF Mode utiliza.

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Do you have any issues with DTMF internally? Call from an internal extension to the same IVR that the outside callers are calling in to to see if you are able to reproduce the same DTMF issues. If not, then there are some DTMF options that we can try to change within Switchvox. These settings also depend on what type of provider you are using that these callers are calling in on. Are they calling in over SIP, PRI or analog lines? If SIP, you can adjust the DTMF options under System Setup > VOIP Provider > Modify the SIP provider > DTMF Mode. The default should be 'RFC2833', if this setting does not work, try all other options available (info, inband, and auto). One of these settings should fix the issue.

If you are using PRI lines, go to System Setup >Channel Groups > Modify the bearer channel group > Show Advanced Group Options > Relax DTMF recognition, set this to 'yes'. Make sure to save these settings. Saving these settings will cause the system to reboot and drop all current calls.

With analog lines, it's the same setting as the PRI. Enable 'Relax DTMF recognition'.

If none of these changes have any affect on DTMF, this is outside of the control of the Switchvox. It is more than likely a provider issue, the cell phone itself causing issue with DTMF or the cell service provider. All three of these options are outside of Switchvoxes control and there will be nothing more we can try to change.

Thanks,