<div dir="ltr"><div><div>
<p class=""><span style>HI, </span></p>
<p class=""><span style>Abhiram is
correct, I have faced this issue and resolved it before. <br></span></p><p class=""><span style>UCCX can only
understand out-of-band DTMF but the DTMF coming in without an MTP source will
be in-band DTMF</span></p><p class=""><span style></span></p><p class=""><span style><a href="http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/design/uccx851srnd.pdf"><span style="color:blue">http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/design/uccx851srnd.pdf</span></a></span></p>
<p class=""><span style></span></p>"<br></div>Cisco Unified CCX CTI ports are notified of caller-entered digits (DTMF input) via JTAPI messages<br><br>from Cisco Unified CM. Cisco Unified CCX does not support any mechanism to detect in-band DTMF<br>
<br>digits where DTMF digits are sent with voice packets. In deployments with voice gateways or SIP<br><br>phones that only support in-band DTMF or are configured to use in-band DTMF, an MTP resource must<br><br>be invoked by Cisco Unified CM to convert the in-band DTMF signaling so that Cisco Unified CM can<br>
<br>notify Cisco Unified CCX of the caller-entered digits. Be sure to enable out-of-band DTMF signaling<br><br>when configuring voice gateways in order to avoid using the previous MTP resources. For detailed<br><br>design consideration related to DTMF handling, media resources and voice gateway deployments, please<br>
<br>refer the Cisco Unified Communications Solution Reference Network Design (SRND)."<br><br></div><br><div><br></div></div><div class="gmail_extra"><br><br><div class="gmail_quote">On Tue, Mar 25, 2014 at 11:09 AM, Abhiram Kramadhati (akramadh) <span dir="ltr"><<a href="mailto:akramadh@cisco.com" target="_blank">akramadh@cisco.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div style="font-size:14px;font-family:Calibri,sans-serif;word-wrap:break-word">
<div>Hi Grace,</div>
<div><br>
</div>
<div>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. </div>
<div><br>
</div>
<div>I would start with the MTP and then take it from there.</div>
<div><br>
</div>
<div>
<div>
<div><font color="#000000"><font face="Calibri">Regards,</font></font></div>
<div><font color="#000000"><font face="Calibri">Abhiram Kramadhati</font></font></div>
<div>CCIE Voice # 40065</div>
<div>Contact Center TAC </div>
<div>Cisco Systems</div>
</div>
</div>
<div><br>
</div>
<span>
<div style="border-right:medium none;padding-right:0in;padding-left:0in;padding-top:3pt;text-align:left;font-size:11pt;border-bottom:medium none;font-family:Calibri;border-top:#b5c4df 1pt solid;padding-bottom:0in;border-left:medium none">
<span style="font-weight:bold">From: </span>Grace Maximuangu <<a href="mailto:Grace.Maximuangu@BlackBox.com" target="_blank">Grace.Maximuangu@BlackBox.com</a>><br>
<span style="font-weight:bold">Date: </span>Monday, 24 March 2014 10:48 PM<br>
<span style="font-weight:bold">To: </span>"Jason Aarons (AM)" <<a href="mailto:jason.aarons@dimensiondata.com" target="_blank">jason.aarons@dimensiondata.com</a>>, Brian Meade <<a href="mailto:bmeade90@vt.edu" target="_blank">bmeade90@vt.edu</a>><br>
<span style="font-weight:bold">Cc: </span>Cisco VoIP Group <<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>><div><div class="h5"><br>
<span style="font-weight:bold">Subject: </span>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<br>
</div></div></div><div><div class="h5">
<div><br>
</div>
<div>
<div link="blue" vlink="purple" lang="EN-US">
<div>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Jason, Brian,<u></u><u></u></span></p>
<p class="MsoNormal">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.
<br>
<br>
<span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p>
<div>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Calibri,sans-serif">:-:gm<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Calibri,sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Calibri,sans-serif">Grace Maximuangu<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Calibri,sans-serif">Voice Solutions Engineer<u></u><u></u></span></p>
<p class="MsoNormal"><b><span style="font-size:10pt;font-family:Calibri,sans-serif">Black Box Network Services<u></u><u></u></span></b></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Calibri,sans-serif">Cell: 213.268.6342<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Calibri,sans-serif"><a href="mailto:grace.maximuangu@blackbox.com" target="_blank">grace.maximuangu@blackbox.com</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Calibri,sans-serif"><a href="http://www.blackbox.com/" target="_blank">www.blackbox.com</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Calibri,sans-serif;color:rgb(23,54,93)"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><img src="cid:image001.jpg@01CF474A.5C609820" alt="bbox logo.JPG" height="48" border="0" width="236"><u></u><u></u></span></p>
</div>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p>
<div>
<div style="border:none;border-top:solid #e1e1e1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri,sans-serif">From:</span></b><span style="font-size:11pt;font-family:Calibri,sans-serif"> Jason Aarons (AM) [<a href="mailto:jason.aarons@dimensiondata.com" target="_blank">mailto:jason.aarons@dimensiondata.com</a>]
<br>
<b>Sent:</b> Monday, March 24, 2014 9:18 AM<br>
<b>To:</b> Brian Meade; Grace Maximuangu<br>
<b>Cc:</b> Cisco VoIP Group<br>
<b>Subject:</b> 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<u></u><u></u></span></p>
</div>
</div>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">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…<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p>
<div>
<div style="border:none;border-top:solid #e1e1e1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri,sans-serif">From:</span></b><span style="font-size:11pt;font-family:Calibri,sans-serif"> cisco-voip [<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">mailto:cisco-voip-bounces@puck.nether.net</a>]
<b>On Behalf Of </b>Brian Meade<br>
<b>Sent:</b> Monday, March 24, 2014 12:10 PM<br>
<b>To:</b> Grace Maximuangu<br>
<b>Cc:</b> Cisco VoIP Group<br>
<b>Subject:</b> 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<u></u><u></u></span></p>
</div>
</div>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal" style="margin-bottom:12.0pt"><u></u> <u></u></p>
<div>
<p class="MsoNormal">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.<u></u><u></u></p>
<div>
<p class="MsoNormal"><u></u> <u></u></p>
</div>
<div>
<p class="MsoNormal">Brian<u></u><u></u></p>
</div>
</div>
<div>
<p class="MsoNormal" style="margin-bottom:12.0pt"><u></u> <u></u></p>
<div>
<p class="MsoNormal">On Mon, Mar 24, 2014 at 11:35 AM, Grace Maximuangu <<a href="mailto:Grace.Maximuangu@blackbox.com" target="_blank">Grace.Maximuangu@blackbox.com</a>> wrote:<u></u><u></u></p>
<blockquote style="border:none;border-left:solid #cccccc 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-top:5.0pt;margin-right:0in;margin-bottom:5.0pt">
<div>
<div>
<p class="MsoNormal">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.<u></u><u></u></p>
<p class="MsoNormal">Problem:<u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d">Dialing Agent Extension 8905 from a Cisco phone, Press 1 goes as it should to the agent’s voicemail.</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d">BUT</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d">Dialing Agent Extension 8905 from a Siemens phone, press 1 still not recognized.</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d">Dialing Agent Extension full DID 1-XXX-XXX-8905 from a Siemens phone, press 1 still not recognized.</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d">Dialing Agent Extension full DID 1-XXX-XXX-8905 from a Cisco phone, press 1 still not recognized.</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d">Dialing Agent Extension full DID 1-XXX-XXX-8905 from a Cell phone, press 1 still not recognized.</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d">Anyone has ideas or suggestions, please feel free to let me know?</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d">Thanks</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d"> </span><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt">:-:gm</span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt">Grace Maximuangu</span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt">Voice Solutions Engineer</span><u></u><u></u></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt">Black Box Network Services</span></b><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt">Cell:
<a href="tel:213.268.6342" target="_blank">213.268.6342</a></span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt"><a href="mailto:grace.maximuangu@blackbox.com" target="_blank">grace.maximuangu@blackbox.com</a></span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt"><a href="http://www.blackbox.com/" target="_blank">www.blackbox.com</a></span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#17365d"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d"><img src="cid:image004.jpg@01CF4749.5A189960" alt="bbox logo.JPG" height="48" border="0" width="236"></span><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
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