IVR not recognizing DTMF tones from CDMA phones

[cmarnell]

We’re having problems with our Plum box not recognizing DTMF input from CDMA cell phones on the Verizon network in our Florida markets. The system will ask the user to enter a number and when the user hits any key they system doesn't acknowledge the key press and times out waiting for user input. When we call from other cell phone carriers (AT&T) in the same market the system picks up the input as expected. Thanks in advance!

Thanks,
Chris Marnell.

[support]

Hi Chris,

The fact that a user is using a cell phone on a CDMA carrier should not impact your IVR system. Whether CDMA or other, the DTMF tones are converted by the carrier and then sent to the IVR system. In this case, we suggest that you open a ticket with your carrier so they can do a trace on the calls in question. When calling the carrier, you generally have to open a ticket within 24 hours of the problem call having been placed. You also will likely have to provide them with the number called, the calling number, and the time the call was placed.

Hope this helps!

Regards,
Plum Support

[fishalraa]

What makes a CDMA cell phone different from a GSM phone? What component of a cellular phone makes them work on the different format? I know verizon (a CDMA network) and Edge (a GSM network) sell the same model of phone so what is different in these phones that makes them work of the different network. Could the CDMA component (possibly sim card?) be put in a phone that is exclusively sold by a GSM network? Would the software be messed up or would the same software possibly work??

[support]

Hi,

As this forum is mainly for IVR or VoiceXML related questions, we can't offer much expertise on this issue about CDMA and GSM phone differences.

However, alot of your questions can be answered in this article from Gizmodo: http://gizmodo.com/#!5637136/giz-explains-gsm-vs-cdma

Hope this helps.

Regards,
Plum Support

[nuten]

*-*-*-*-* Could the CDMA component (possibly sim card?) *-*-*-*-*