[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

[Andrew Grech]

HI,

Abhiram is correct, I have faced this issue and resolved it before.

UCCX can only understand out-of-band DTMF but the DTMF coming in without an
MTP source will be in-band DTMF

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/design/uccx851srnd.pdf

"
Cisco Unified CCX CTI ports are notified of caller-entered digits (DTMF
input) via JTAPI messages

from Cisco Unified CM. Cisco Unified CCX does not support any mechanism to
detect in-band DTMF

digits where DTMF digits are sent with voice packets. In deployments with
voice gateways or SIP

phones that only support in-band DTMF or are configured to use in-band
DTMF, an MTP resource must

be invoked by Cisco Unified CM to convert the in-band DTMF signaling so
that Cisco Unified CM can

notify Cisco Unified CCX of the caller-entered digits. Be sure to enable
out-of-band DTMF signaling

when configuring voice gateways in order to avoid using the previous MTP
resources. For detailed

design consideration related to DTMF handling, media resources and voice
gateway deployments, please

refer the Cisco Unified Communications Solution Reference Network Design
(SRND)."





On Tue, Mar 25, 2014 at 11:09 AM, Abhiram Kramadhati (akramadh) <
akramadh at cisco.com> wrote:

>  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>
> Date: Monday, 24 March 2014 10:48 PM
> To: "Jason Aarons (AM)" <jason.aarons at dimensiondata.com>, Brian Meade <
> bmeade90 at vt.edu>
> Cc: Cisco VoIP Group <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
>
> www.blackbox.com
>
>
>
> [image: bbox logo.JPG]
>
>
>
> *From:* Jason Aarons (AM) [mailto:jason.aarons at dimensiondata.com<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<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> 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
>
> grace.maximuangu at blackbox.com
>
> www.blackbox.com
>
>
>
> [image: bbox logo.JPG]
>
>
>
>
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