DTMF issues - Fusion X2 + Voice

Fusion Voice service, features and help.
7 posts Page 1 of 1
by pizz » Fri Dec 20, 2019 3:54 pm
Good Afternoon All,

I have a service request open with Sonic support, but I was advised to also post here in case anyone may have run across this.

Recently, DTMF has stopped working on inbound calls. Here is what I've found:

- If I use the house phone and call my AT&T cell phone, answer the call, then press digits on my AT&T cell phone, I hear them on my house line.
- If I use my AT&T cell phone and call my house phone, answer the call, then press digits on my AT&T cell phone, I DON'T hear them on my house line. I hear a bit of a "click". That's it.

I have also tried this with another external provider (Verizon wireless), same results.

I have a straight run from the MPOE to my office, so the line I'm using is dedicated and not split throughout the house, and I ran the line just a few years ago, so it should be in excellent shape, but my next thing to try is to plug it into the line at the MPOE, in case something may be up with the house wiring.

I suspect inbound calls and outbound calls are being routed through different equipment or configurations at the local CO, but I want to exhaust any other possibilities. Anyone happen to have run across anything like this?

Thanks in advance for any help,
by virtualmike » Fri Dec 20, 2019 10:12 pm
Some cell phones issue very brief DTMF tones. Have you tried calling a different number, such as a friend's house, from the cells?
by dane » Mon Dec 23, 2019 11:22 am
Our voice ops team is looking into this report, and has replicated the issue. We believe that an outside carrier is converting DTMF into an out of band signal, as opposed to in-band tones, and we are working with them to get that resolved. Please stand by.
Dane Jasper
by pizz » Fri Dec 27, 2019 1:34 pm
Thank you for the replies.

@virtualmike - I have no problem with using the same cell phones (AT&T and Verizon) to call other numbers and press digits to activate things like automated attendants (IVRs). It's only inbound to my house line, and the problem happens to anyone that calls my house. I have an IVR and callers are no longer able to select anything from my menu. This has been working fine for years and just recently became an issue. Also, as mentioned, if I call the other way (house to cell phone), and then press a number on the cell phone, it comes through loud and clear on the house phone, so I know it's not the cell phones themselves.

@dane - I am happy to hear the team has replicated the issue. The AT&T technician that Sonic sent to my house also confirmed the same when trying from his phone. As part of troubleshooting, I did temporarily try to change my equipment to accept RFC 2833/AVT and INFO (out of band) signals, but it didn't seem to make any difference. I speculate that there may be some type of mismatch along the inbound route. I look forward to having the inband signals back and I am happy to help in any way needed to resolve the issue.

P.S. I'm really happy to be a Sonic customer! You guys are great!
by virtualmike » Fri Dec 27, 2019 9:34 pm
Glad to hear that a cause has been found.

Our condo complex has a call box at the front gate. A few owners reported that when the gate calls were directed to their cell phones, they were unable to press "9" to open the gate. However, when the calls were directed to their landlines, it worked just fine.

We had those owners check their phones' settings, and we discovered that they were configured to send "short DTMF tones" (or similar, depending on the manufacturers). When they changed their settings to "long DTMF tones," they were able to open the gate.

Ironically, the phone line to our gate is provided by Sonic!
by dane » Mon Dec 30, 2019 9:42 am
We are still working to get the DTMF issue affecting some customers resolved.
Dane Jasper
by TMurdock - Berkeley » Thu Feb 13, 2020 10:30 am
Did this DTMF issue ever get resolved?

I have an Avaya phone system that uses extension lines. I've had a horrible experience trying to figure out this issue. It has been going on for several months and both companies are blaming the other. Before I even chose Sonic, I made sure that this "Analog handoff" would be easy. The tech support individual said it would be easy, "they had worked with Avaya before." No I don't have any techs name to try to reference. I have spoken to over a dozen different techs in the past few months.

Here is the issue:
When someone calls our office, they start to hear the greeting where I list off the extensions. They should be able to hit any of the extensions and the call will automatically transfer, but that doesn't happen. Even my extension does not work, so they literally have to listen to the long greeting AND my personal phone greeting (I've changed this until the issue is resolved, because it is just excessive). I feel like we are in the homestretch of figuring this out, but it has hit yet another wall.

The last helpful thing I was told, was from Avaya. They gave these instructions:
Sonic is bringing your Voice lines via VoIP (Voice over Internet Protocol).
Sonic is then “handing off” the voice lines via Analog Trunk Adapter(ATA) to connect to the Avaya phone system via an Analog Trunk.

There should be an adjustment in the ATA they can make to fix the problem with the DTMF tones.

Below is the adjustments that need to be made on a Cisco ATA as an example (not sure what Sonic is using for the ATA)
Set DTMF Settings after Provisioning is disabled
1. Select Line1 from the Menu on the left.
2. Scroll down to Audio Configuration Section.
3. Set DTMF Process INFO to YES.
4. Set DTMF Process AVT to YES.
5. Set DTMF Tx Method to AUTO.
6. Set DTMF Tx Mode to Normal.

I am really hoping to solve this soon and wish that Sonic had better advice than to post on a forum. Please, if any tech or supervisor can help, I am really being "dragged through the dirt" on this issue. Thank you in advance.
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