sundance-communications.com/forum Forums TDM Business Telephone Systems NEC Telephones & Systems Aspire Intramail DTMF issue

This is getting to be a real problem with me - last week it was SL1100 - now its an Aspire.

I have an Aspire M with Intramail set up to answer directly by Auto Attendant and give callers dial options. The customer changed service providers last Friday from a conventional POTS line provider to Charter Spectrum, where the lines come off the MTA box. since the change - some callers cant' get the system to accurately recognize DTMF tones. Probably more than 50% don't work. Everything works perfectly when calling from my iPhone (Verizon) - but other phones/ carriers do not. I tried the process for improving Aspire Intramail DTMF detection as suggested by my NEC tech support - but no change. Everything worked fine prior to the provider change.

At this point I am wondering if there is anything else to try - or if I should just call the provider and see if they can do anything.

I figure with the wealth of experience on this board, someone else has likely seen this issue and may be able to help out or save me some time.

Thanks!

Well, it has to be the providers equipment that isn't doing something right. I would start with them. The problem is that when you take too many things out of standard settings it can cause issues with other things.

Have your tried adjusting the Trunk receive gain a little bit?

I haven't tried that. I did ask the customer if the new lines sounded any louder or softer than the previous - and they mostly shrugged. One guy did say it seems softer though - so maybe I will try bringing up the trunk gain just a bit.

Thanks Oobie!

Update on my dilemma. It turns out that only callers from ATT and Sprint cell phones do not get their DTMF recognized. Verizon phones work fine. Just tried it from my VoIP desk phone in the office and that works fine as well. I have tried adjusting trunk gains up and down, as well as the CODEC filters as per NEC tech support - nothing works. Customer is now contacting Charter to see if they can do anything - or perhaps try a different MTA.

I did try one of the customer cell phones on a call - and I can hear the DTMF - so I know the tones are hitting the system. They sound normal to me.

Any suggestions appreciated.

I told the customer to have all their callers switch to Verizon, but they didn't see the humor in that...........

So, why are they mad at you and point to the phone equipment? Sounding normal means nothing you need to get a digit grabber to truly test and even then the only thing that changed was carrier. I am assuming this didn't happen before correct?

Correct - it was on CenturyLink copper lines. No issues. I am just attempting to assist to see if I can make the PBX recognize those tones - I have explained it's not the PBX to the customer, and they get that. Was just hoping I could maybe tweak some on the PBX and get it to work for them. They weren't really mad at me anyway - just my odd sense of humor.

That;s how I survive this crazy game.

Appreciate all the input from everyone.