DTMF not recognized when conferencing between 3 parties

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Created by: Moiz Siddiqui on 25-03-2009 04:03:36 PM
Hi.
We are facing an issue while conferencing between 3 parties (Agent, Customer, IVR)  in the Outbound calling system.
Issue is that once the conference is initiated, customer is not able to enter his Card No or IVR i.e dtmf tones sent by his mobile is not recognized by IVR
 
Scenerio is
- Outbound campaign starts
- Dialer dials the Agent
- Dialer dials the customer
- Both the Customer and Agent are connected on call
- Agent sends the Customer to IVR Authentication in conference mode
- Conference initiated
- IVR prompts the Customer to enter his Card No
- Customer presses any of the keys on his mobile
- IVR keeps on repeating to enter the Card no and once the count retries exceed the limit, IVR disconnects and Agent and Customer stay connected
 
Why is the Customer key pressed not recognized by IVR?
If Agent presses any key IVR accepts it.. Is there any sort of restriction or dtmf gets diabled for somereason?
 
Just to simplify the testing we removed the concept of dialer and tested it again i.e Agent logs in on the Softphone, makes the call to the customer on his mobile and initiates the IVR Authentication in conference mode. Even then it is still not accepting dtmf from the customer phone
 
Just to bring into notice that the above scenerio works in case on Inbound calls.If the call is initiated by customer, the above scenerio works perfectly
 
Please advice
 
Thanks & Regards,
Moiz
 

Subject: RE: DTMF not recognized when conferencing between 3 parties
Replied by: WILLIAM WEBB on 25-03-2009 04:22:42 PM
Ok, so this call flow differs from the Inbound because it is a "UCM-originated call".  To that end, do all the dial-peers involved on the gateway have a "dtmf-relay" command configured?  I just had an experience recently that DTMF would not work unless I had "dtmf-relay rtp-nte h245-signalling h245-alphanumeric" configured.  I've been able to get away with just "dtmf-relay h245-alphanumeric" before on a 2811 with IOS 12.4(15)T7 and H.323.  The system I had trouble on was SIP with IOS 12.4(15)T8 on a 3825.
 
If this is a SIP deployment, then you may want to make sure all the Trunks have RFC 2833 enabled as the DTMF Signaling Method...?

Subject: RE: DTMF not recognized when conferencing between 3 parties
Replied by: Moiz Siddiqui on 25-03-2009 04:55:08 PM
Hi Willam,
 
Thanks for your prompt response.I will check if the dtmf-relay is configured or not and will update my post till tomorrow
 
Any other advice will be highly appriciated
 
Thanks & Regards,
Moiz Siddiqui
 
 

Subject: RE: DTMF not recognized when conferencing between 3 parties
Replied by: Moiz Siddiqui on 26-03-2009 09:58:43 AM
 
Hi William,
 
I have checked the configuration and dtmf relay has already been configured.I am attaching the config file. Have a look at it
 
Please advice
 
Thanks & Regards,
Moiz

Subject: RE: DTMF not recognized when conferencing between 3 parties
Replied by: WILLIAM WEBB on 26-03-2009 12:38:41 PM
Hi Moiz -
 
Here's a couple suggestions:
 
Under voice service voip, add "allow-connections h323 to h323".  Not sure if that would be the source of your problem, but it could be.
 
Also, another minor thing I noticed is that you don't have "no ved" on dial-peer 100.  Not sure if that's one of the dial-peers involved, but having VAD disabled across the board is usually a good thing, and at least it rules it out as a factor.
 
 - Bill

Subject: Re: New Message from WILLIAM WEBB in Customer Voice Portal (CVP) - General
Replied by: Janine Graves on 26-03-2009 01:16:40 PM
slight mistake in William's email - the command is "no vad"  as I'm sure
you'd have discovered.

Cisco Developer Community Forums wrote:
> WILLIAM WEBB has created a new message in the forum "General
> Discussion - All Versions":
>
> --------------------------------------------------------------
> Hi Moiz -
> Â
> Here's a couple suggestions:
> Â
> Under voice service voip, add "allow-connections h323 to h323".  Not
> sure if that would be the source of your problem, but it could be.
> Â
> Also, another minor thing I noticed is that you don't have "no ved" on
> dial-peer 100.  Not sure if that's one of the dial-peers involved,
> but having VAD disabled across the board is usually a good thing, and
> at least it rules it out as a factor.
> Â
> Â - Bill
> --
> To respond to this post, please click the following link:
>
> <http://developer.cisco.com/web/cvp/forums/-/message_boards/message/1236864>
>
> or simply reply to this email.

Subject: RE: Re: New Message from WILLIAM WEBB in Customer Voice Portal (CVP&#0
Replied by: Moiz Siddiqui on 26-03-2009 09:28:39 PM
 
Hi William/Janine,
 
Thank you both for helping me out.
 
William i will see if its the case which you have mentioned but its weekend now, so i will be able to update you guys on sunday
 
Thanks again guys
 
Best Regards,
Moiz

Subject: RE: Re: New Message from WILLIAM WEBB in Customer Voice Portal (CVP&am
Replied by: Moiz Siddiqui on 14-04-2009 08:10:05 AM
 
Hi All,
 
Sorry got stuck in some other issues so was not able to apply the earlier suggested changes.Any ways my team tried the changes but it was not of any use. Do you guys have any alternate solution to my problem like is there a possiblity of the bellow mentioned scenerio
- Agent call the IVR passing the customer phone no
- IVR dials the customer
- IVR connects the Agent and Customer
- Agent selects any option from his hardphone and transfers the customer to Authentication menu
- Once customer is through, IVR disconnects the agent also
 
Basically i was thinking of IVR becoming the central party rather the Agent calling IVR and Agent so is there any way of making an outbound call through IVR and joining it with another call in conference mode??
 
Desprate for a feasible solution
 
Thanks & Regards,
Moiz
 

Subject: RE: Re: New Message from WILLIAM WEBB in Customer Voice Portal (CVP&am
Replied by: Jesus Sanz on 24-10-2009 12:31:51 PM
Hello,
 
One of our customers told us if we can
  determine whether an installation of "
  'multiconference IVR, Agent and
  customer' is working
in real?
 
It seems that you were working in something like that.
 
I don´t know if anybody here could tell us any kind of information refer to this topic... I could be a good reference to start working in it.
 
Thanks in advance.

Subject: RE: Re: New Message from WILLIAM WEBB in Customer Voice Portal (CVP&am
Replied by: Mohamed Amine KETATA on 22-03-2010 03:04:37 PM
Hi,
 
I have tried Cisco Outbound IVR based campaigns (IPCC Enterprise) sending the call to CVP when customer answers the call.
It seems that DTMF are not recognized when the customer tries to select IVR menu options.
Please not that :
- when calling an internal IP Phones, DTMF are recognized,
- allow h323-to-h323 connections command is configured in the VG.
Does anyone has suggestions to resolve this problem.
 
Thanks.

Subject: RE: Re: New Message from WILLIAM WEBB in Customer Voice Portal (CVP&am
Replied by: Bill Webb on 22-03-2010 03:23:07 PM
Do you have the "emptycapability" command entered as below?
 
voice service voip
   h323
      emptycapability
 
That could be it...
 
 - Bill

Subject: RE: Re: New Message from WILLIAM WEBB in Customer Voice Portal (CVP&am
Replied by: Mohamed Amine KETATA on 22-03-2010 05:18:07 PM
Hi Bill,
 
We have tested using this command but this did not resolve the issue.
 
Thanks

Subject: RE: DTMF not recognized when conferencing between 3 parties
Replied by: Osvaldo Quinones on 01-06-2010 04:19:53 PM
HI Moiz :
 
What type of phone you are using. I am experiencing a similar issue but with SIP. I found some limitaltion on the phones I was using 7960 which I am attaching bellow. I would appreaciate is you share how did you solve the problem. 
 
Regards,
 
Osvaldo
 

IP Phone 7960/7940 DSP Limitations
Not Fixable
-----------
·  (CUST PRI - 4) The Bridge node of a 3way call will not generate ANY tones if using inband DTMF (no local playback and no tones sent).
·  (CUST PRI - 6) The Bridge node of a 3way call will not generate LOCAL playback of tones if using AVT (the packet will be sent, just no local playback)
·  (CUST PRI - 3) If the phone conferences in the third party while ringing the bridge node will not playout local ringback (phone generates local ringback when a 180 is received). If a 183 is received the ringback will be heard if it has been provided inband.
·  (CUST PRI - 1) If using the 2.3 image or earlier please check the Release Note for CSCdu43127 (G729a, VAD, Speaker, & DTMF) at the following location: Release Note for CSCdu43127
·  (CUST PRI - 2) A 3way conference call is only able to use codecs g711ulaw or g711alaw. The conference will not be established if trying to force a different codec, or it will try to renegotiate to a g711 codec if the endpoint supports it.
·  (CUST PRI - 7) If one of the leaf nodes on a 3way conference sends an inband DTMF tone it will be mixed and sent to the other leaf node. However, when using AVT the tone is sent in a separate RTP packet that does NOT get mixed on the conference bridge, thus the other leaf node will not receive the tone via AVT.

Possibly Fixable
----------------
·  (CUST PRI - 5) On a basic two-way call that has negotiated AVT, the phone will generate local playback and send the AVT packet. However, the phone will not playout the tone when an AVT packet is received.