[cisco-voip] UCCX 9x Script Menu Option Out to VM, having DTMF issues routing to VM, the Menu option 1 is not recognized when pressed

[Abhiram Kramadhati (akramadh)]

Hi Grace,

The DTMF in UCCX is truly out-of-band. This means that the UCCX depends on the CUCM to receive a digit, the CUCM sends a CTI event about the digit received. If the script is unable to recognise a digit, then the UCCX is probably not receiving the event from the CUCM which is probably because the CUCM is not able to receive/decode the DTMF event.

I would start with the MTP and then take it from there.

Regards,
Abhiram Kramadhati
CCIE Voice # 40065
Contact Center TAC
Cisco Systems

From: Grace Maximuangu <Grace.Maximuangu at BlackBox.com<mailto:Grace.Maximuangu at BlackBox.com>>
Date: Monday, 24 March 2014 10:48 PM
To: "Jason Aarons (AM)" <jason.aarons at dimensiondata.com<mailto:jason.aarons at dimensiondata.com>>, Brian Meade <bmeade90 at vt.edu<mailto:bmeade90 at vt.edu>>
Cc: Cisco VoIP Group <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] UCCX 9x Script Menu Option Out to VM, having DTMF issues routing to VM, the Menu option 1 is not recognized when pressed

Jason, Brian,
It’s kind of confusing because a ccm phone can call without a problem and use dtmtf so it's not ccx. It's only the pstn calls. We don’t have MTP checked at the moment but wld probably try that first.


:-:gm

Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
Cell: 213.268.6342
grace.maximuangu at blackbox.com<mailto:grace.maximuangu at blackbox.com>
www.blackbox.com<http://www.blackbox.com/>

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From: Jason Aarons (AM) [mailto:jason.aarons at dimensiondata.com]
Sent: Monday, March 24, 2014 9:18 AM
To: Brian Meade; Grace Maximuangu
Cc: Cisco VoIP Group
Subject: RE: [cisco-voip] UCCX 9x Script Menu Option Out to VM, having DTMF issues routing to VM, the Menu option 1 is not recognized when pressed

I would double check the script and use Reactive Script debugging to confirm the script is good.  Then check the CSS on the CTI Ports, then try another number, all while looking at CCM Traces and MIVR logs…

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Brian Meade
Sent: Monday, March 24, 2014 12:10 PM
To: Grace Maximuangu
Cc: Cisco VoIP Group
Subject: Re: [cisco-voip] UCCX 9x Script Menu Option Out to VM, having DTMF issues routing to VM, the Menu option 1 is not recognized when pressed


I'd suggest getting some CallManager traces and seeing what is being negotiated for DTMF.  If it's RFC2833, I'd then start grabbing some packet captures.

Brian

On Mon, Mar 24, 2014 at 11:35 AM, Grace Maximuangu <Grace.Maximuangu at blackbox.com<mailto:Grace.Maximuangu at blackbox.com>> wrote:
This is quite interesting issue I am running into, we have setup personal queues and all agents have direct DID, the calls should route to the agent’s Voicemail when they are not logged into the Queue.
Problem:
Dialing Agent Extension 8905 from a Cisco phone, Press 1 goes as it should to the agent’s voicemail.
BUT

Dialing Agent Extension 8905 from a Siemens phone, press 1 still not recognized.

Dialing Agent Extension full DID 1-XXX-XXX-8905 from a Siemens phone, press 1 still not recognized.

Dialing Agent Extension full DID 1-XXX-XXX-8905 from a Cisco phone, press 1 still not recognized.

Dialing Agent Extension full DID 1-XXX-XXX-8905 from a Cell phone, press 1 still not recognized.

Anyone has ideas or suggestions, please feel free to let me know?

Thanks



:-:gm

Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
Cell: 213.268.6342<tel:213.268.6342>
grace.maximuangu at blackbox.com<mailto:grace.maximuangu at blackbox.com>
www.blackbox.com<http://www.blackbox.com/>

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