Problems receiving Sprint DTMF tones?? - 12/29/15 07:53 PM
Short version: Our 2400 PBX is not processing digits correctly (voicemail prompts, IVR account access, etc) ONLY from calls on Sprint phones. Not sure if the problem is on Sprint's end, or something on our 2400 PBX?
Long version:
Hi, we have a NEC 2400 PBX receiving DID lines via 2 PRI's, and we're using the NEAXmail AD-64 voicemail system. For the last few weeks I have been getting lots of reports of phantom issues related to auto-attentdant/phone trees. Specifically, users or the general public will report that the one-key dial options don't work on the phone trees -- they get an error message, or told that they chose an invalid option, when they swear they have entered the correct option.
Additionally, I was able to witness a user having a problem checking her voicemail remotely from her cell phone. She would dial our voicemail pilot number and then press the option to access her extension, but 9 out of 10 times the system would go back to the main greeting loop (as if she had entered a bad extension). I tested it myself many times using her phone. As I said, maybe 1 in 10 times it WOULD work as expected, which is even more bizarre. And the problem was not tied to her extension -- I could repeat the problem using my own extension, from her cell phone, but not from another cell phone.
We are getting the same kind of reports on a separate IVR system (not part of our AD-64 voicemail) that takes payments. A significant number of callers are saying they're entering their account numbers correctly but being told they entered an invalid account number.
I have been unable to reproduce ANY of these problems from my own cell phone or from a Dterm... until today, when I learned that the ONLY people reporting problems are using Sprint cell phones (most of us in the organization use Verizon cell phones, myself included, and we have no such problems). To the best of my knowledge every report of this problem came from a Sprint phone user.
My only thought is that something about the DTMF tones that Sprint is sending are not being interpreted properly by the 2400 PBX, or else there is some other problem on Sprint's end.
Problem is, I have no idea where to even begin troubleshooting this... Any ideas??
Thanks!
Jesse
Long version:
Hi, we have a NEC 2400 PBX receiving DID lines via 2 PRI's, and we're using the NEAXmail AD-64 voicemail system. For the last few weeks I have been getting lots of reports of phantom issues related to auto-attentdant/phone trees. Specifically, users or the general public will report that the one-key dial options don't work on the phone trees -- they get an error message, or told that they chose an invalid option, when they swear they have entered the correct option.
Additionally, I was able to witness a user having a problem checking her voicemail remotely from her cell phone. She would dial our voicemail pilot number and then press the option to access her extension, but 9 out of 10 times the system would go back to the main greeting loop (as if she had entered a bad extension). I tested it myself many times using her phone. As I said, maybe 1 in 10 times it WOULD work as expected, which is even more bizarre. And the problem was not tied to her extension -- I could repeat the problem using my own extension, from her cell phone, but not from another cell phone.
We are getting the same kind of reports on a separate IVR system (not part of our AD-64 voicemail) that takes payments. A significant number of callers are saying they're entering their account numbers correctly but being told they entered an invalid account number.
I have been unable to reproduce ANY of these problems from my own cell phone or from a Dterm... until today, when I learned that the ONLY people reporting problems are using Sprint cell phones (most of us in the organization use Verizon cell phones, myself included, and we have no such problems). To the best of my knowledge every report of this problem came from a Sprint phone user.
My only thought is that something about the DTMF tones that Sprint is sending are not being interpreted properly by the 2400 PBX, or else there is some other problem on Sprint's end.
Problem is, I have no idea where to even begin troubleshooting this... Any ideas??
Thanks!
Jesse