IPhone and Unity menu DTMF?

[ddiasio]

User uses her IPhone to call Unity VM. She is able to enter ID (vm box#) and PIN without issue. But, she is unable to use the options menu once listening to a message, (3 delete, 2 save, ect).  Any thoughts?????

[Mohammadreza Hadi]

what is your integration between CUCM & CUC ?..
if it is based on "sip trunk"
on sip trunk between them, check this option >> media termination point (MTP)
& test again..

also you have DTMF option to choose, look at the buttom of sip trunk, choose "RFC 2833" as preferred option..

remember to save & reset trunk to apply new setting..

[ddiasio]

Thank you for the instruction. However, Im hesitant to make this change, as this is the only user having issue with voice mails from a fax not being able to use keys on mbl phone. Other users, including myself, are able to delete fax vm's from our cell phones. Its like, once she hears the fax modem tones, the keypad on her phone goes dead.  She can only hangup and start over. She can use the keypad for other vm's no problem.

[Mohammadreza Hadi]

your welcome, dear @ddiasio 

so if she is only person which has this problem,
look for about what is different condition of this user?
e.g. >> is she only person has vpn access ?
e.g. >> is she only person has wifi access ?
e.g. >> is she only person has ios device ? what is version of os ? & version of jabber ?

check & see what is exactly different about she ?

also maybe other users has this problem, but no one reported to you..
consider this & make some question in your company with others..

[SteveK066]

It sounds like possibly the fax modem tones are distorting DTMF digits? I haven't heard about it or experienced situations with Unity, but occasionally on some devices (TDM, VoIP or cell phones) a voice (typically female) can trigger a DTMF digit. Or - maybe the DTMF digits transmitted from the iPhone aren't being received accurately due to the continuous fax modem tone? 

For customers that routinely receive faxes erroneously in voicemail, I've changed their mailbox to require pressing a digit to leave a message. That has been successful. Maybe after disconnecting and calling in again - as soon as the message header is played, before the recorded fax tone itself, press 33 then 7.

[ddiasio]

Great ideas i will test configure the pressing a digit to leave a message. And instruct user on deleting message before hearing it.  I also found some information on calling into Unity remotely using WiFi calling having this issue