DTMF not functioning

[pathyilbinu]

Dear All,

We have the call center with following components

IPCC 7.0 Hosted Edition

CVP 3.1

AS535XML (Ingress/VXML)

Suddently our call center having some issue with caller enter digit

if customer enter 44884000 its come to my ICM/CVP self-service as 44888400 or sometimes 44488400 or sometimes correctly.

We have restarted the Voicegateway also but no luck. We have restarted CVP Call server, CVP vxml server still we have issues with DTMF inputs, it is affecting our call center self-service very badly.

Could any one come across this issue or any advise please help us.

with Regards,

Manivannan

[Abu Hadee]

Hi,

Its hard to tell where the issue is. But we can do some isolation as if either the GW is with VXML GW, Ingress GW or in CVP.

Can you do any sniffer packet capture on the CVP? That will help to see what DTMF digit the Ingress GW is sending to CVP or to VXML GW.

Also, please send the ingress/vxml gw configuration.

Thanks

- abu

[david.macias · Accepted solution]

What Abu recommends is certainly a way to do it.  I would start from the very top of your solution and work your way down.  Is the telco sending you the digits you expect?  You can check this from the ingress gateway.  If it's correct, then you check what is the gateway sending to CVP?  That way you can check each component at a time and ensure they are receiving and sending the right information.

david

[geoff]

I would also check the version of IOS you are using on your gateways. Come up to the latest version, and/or the latest T release, compatible with your CVP.

Regards,

Geoff

[pathyilbinu]

Hi,

the issue is now closed as this was an issue from the Telco. We had taken a Wireshark trace from the VXML communications and isolated the issue to the gateways as the CVP logs also showed an Extra DTMF for the first two digits being entered. Further we took the logs of the gateway for the following debug:

debug voip rtp session

debug ccsip message

debug voip ccapi inout

debug isdn q931

Here are the details:

a) Good Call

The Calling number is 44251103, and the called number is 114, that is translated to 8897. The digits Entered are

2,1,1,1,5,5,5,7,7,6,3,0,#,2,8,1,3,5,6,0,0,1,8,2,# and ended the call

Conclusion:

We are able to identify all these digit input in this logs. This call is made from the Landline PSTN here and we are not facing on any calls made using the landline.

b) Bad Call:

The calling numbers is 55577630 (3G mobile Number) and the called number is 114, translated to 8897. The digits entered are

2,1,1,1,5,5,5,7,7,6,3,0,# and ended the call

Conclusion:

We are seeing the digits entered as 2,1,1,1,5,5,5,5,5,7,7,6,3,0,# (Extra 5,5) from the logs and the IVR says that the Entered Digits are wrong.

We are seeing this issue with mostly calls that are coming using the Mobile Phones and isolate the Issue with the Telco.

Furthermore we found this issue with the 3G Mobile Phone Handsets and no issues were recorded for the 2g Handsets. The Telco Exchange (huawei) later checked the issue and did some changes on their side and  have resolved the issue.

This case is now closed as everything is back to normal , appreciate the trobleshooting tips..