Issue with * and # buttons when using Automated phone system

[gab]

Hi,

Has anyone getting problems with the * or # buttons on the phone pad especially when using an automated phone system. E.g. when I check my office voice mail from home (using the FPL phone line), I have to press the * button once I dial my office phone number. Most of the times, it will just hang up. But sometimes, it will go through, i.e, I have to hang up and dial again, hoping the * button will work.

Other than that, I can receive and get phone calls with no issues.

I am using a CISCO SPA 112 ATA. Is there any setting that need to be done in order to get the * or # buttons work when using automated phone system ?

Thanks

[Jake]

Try changing the DTMF type ( I think it is on the Line 1 tab ) and see if that helps.

Remember where the setting is though because you might need to change is back for other automated systems.

[gab]

Jake,

Can you please help me determine which setting to change ? I have pasted all the DTMF settings as they are currently in my ATA.

Thanks

Gab

In SIP:
DTMF Relay MIME Type: application/dtmf-relay


In Line 1, Audio Configuration:

DTMF Process INFO: yes
DTMF Process AVT: yes
DTMF Tx Method: Auto
DTMF Tx Mode: Strict
DTMF Tx Strict Hold Off Time: 70

[Jake]

It is the DTMF Tx Method you want. Try changing that to InBand (then the others if that doesn't work).

[gab]

Hi Jake,

I changed the DTMF Tx Method to InBand and Voila !!! It seems to have fixed this issue so far as I have tried the * button several times to check my office voice mail using FPL.

Thanks

Gab

[Jake]

No problem, this is usually the cause. Just remember where this setting is because you may find you come across another automated system where it won't work.

I got so fed up with having to change it I set up 2 ATAs with different types, so if one doesn't work I just use the other phone.

Anyway, at least you can bring your work home with you now, which must please your better half

[gab]

Jake,

I have 2 phone lines with FPL set up in my SPA112 ATA. For now, I have set DTMF Tx Method to InBand in both lines.
Thanks for the tip on setting up different DTMF Tx Method on different lines.


Long live Fongo

Thanks

Gab

[gab]

Jake,

The * button doesn't work anymore now and the DTMF Tx Method is still set to InBand.

Any suggestion to what I can changed it to ?

Thanks

Gab

[Jake]

It's not going to do any harm to try the other settings, but I would wonder why it was working, but isn't now.

Could it be your actual phone?

[gab]

The phone is fine. It looks my work voice mail in particular is no longer responding to the * button. However, all other automated phone systems seem to be responding well to * and # buttons.

I will have to play with the DTMF Tx Method.

[gab]

Hi Jake,

An update from me. The * button is now working fine now. Here is what happened.

It appears that there was no outgoing audio at all when the * button wasn't working. But incoming audio was fine. So I figured out I am now having multiple issues. I went back to the basics by:

1. checking all my settings by going to the 'VoIP Unlock Key Credentials' posted by Fongo. I checked again for the required settings, recommended settings and RTP settings as specified by Fongo. I changed my settings to what they should be.

2. verifying the opened ports in my router. Although I had UDP ports 13000, 13001, 5060, 5061, 6060, 6061 opened, they were in the wrong IP addresses !!!!! I changed them to the IP address of my ATA right away.

After doing all this, my incoming and outgoing audio are now back to normal. Also the * button is now working fine with the DTMF Tx Method set to InBand.

[Jake]

Yes I guess that would explain it. If there is no outgoing audio then the phone tones will not be sent either. Good catch, although you would have had to fix the no audio bit anyway, so it would have corrected itself.

Anyway, thanks for letting us know.

[gab]

Jake,

Do I need to get all UDP ports 13000, 13001, 5060, 5061, 6060, 6061 opened in my router ? I think i got that from an old set up documentation from FPL. I believe we need only UDP port 5060 to be opened ?

Can you please confirm ?

Thanks

Gab

[Jake]

The RTP ports should be between 16384 and 16482 (it is on my PAP2T which should be similar to your ATA).

The other ports should not need to be open.

[gab]

Jake,

Can you please confirm that the ports between 16384 and 16482 with Port type UDP need to be opened in my Router to the IP address of the ATA ?

Thanks

Gab

[Jake]

You will have to check on your ATA, I think it is on the Admin -> Advanced -> SIP tab. It should say there what the min and max RTP ports are. I expect they are what I said before, but its worth checking.

[gab]

Jake,

The min and max RTP ports are between 16384 and 16482. They are in the Voice > SIP in my SPA 112 ATA.