[VoiceOps] T-Mobile DTMF issue

[Glenn Geller (VDOPh)]

Agreed with Matthew... we've only ever seen this resolved rapidly (if you
could even use the term), doing just that.

The process we've had luck with, is (or similar):

1.) T-mo customer opens a trouble ticket. We have a staff usually that has
a phone on that network, but an actual customer could also do. Provides
ticket # to provider (Us).

2.) Provider calls back on that ticket, and escalates, to the point of
being rude, to get to the local higher tier specialist in the region with
the trouble.

3.) Become very nice and certainly understanding of the higher Tier
engineer's plight in even looking at the situation for you, with his (or
her's) busy schedule.

4.) Force them to test, with their own device, against a known issue DID.
(hoping it fails for them too, of course)

5.) If it fails, they'll first say it's probably a configuration on your
side, so you ask them to call from a non T-mo number, and it works.

6.) If it works from a non T-mo line (they have these to test), and doesn't
from theirs... they will fix. It'll generally take 4-24 hours for their
routing to show improvement.

In our experience, the more technical / detailed you are with the Frontline
operator, it can actually be a disadvantage (they'll try to "solve" it for
you, rebooting device, factory wipe - seriously, has been suggested). We've
found not really getting too detailed with the problem, and quickly getting
a ticket number to escalate, to be best.

Good luck! YMMV

Thanks,

*Glenn@ VDO*

On Wed, Jan 24, 2018 at 7:18 PM, Matthew Yaklin <myaklin at firstlight.net>
wrote:

> Isn't the best way to handle this is by having someone with a tmobile cell
> phone account open some tickets explaining the issue?
>
> I don't have any contacts for them.
>
> Matt
> ------------------------------
> *From:* VoiceOps <voiceops-bounces at voiceops.org> on behalf of Carlos
> Alvarez <caalvarez at gmail.com>
> *Sent:* Wednesday, January 24, 2018 8:47:05 PM
> *To:* voiceops at voiceops.org
> *Subject:* [VoiceOps] T-Mobile DTMF issue
>
> We are having a problem with calls coming from T-Mobile dropping the call
> immediately when they select an auto-attendant option.  Only from them, and
> we've tested the other three majors as well as some landlines.  Anyone
> heard of this?  Ideas?
>
>
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>
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