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IVR not recognising DTMF tones on Brazilian Telco handsets

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ronan.ocallaghan
Posts: 10
Joined: Fri Jan 11, 2013 5:23 am

IVR not recognising DTMF tones on Brazilian Telco handsets

Post by ronan.ocallaghan »

Hi,

I am currently testing a IVR survey being sent to 2 Brazilian MSISDNs (Claro & TIM) & 2 Irish MSISDNs (O2 & Vodafone).

The IVR works perfectly well for both the Irish networks with DTMF tones being recognised (testing is being undertaken locally in Ireland).

However the IVR appears to not be recognising DTMF tones on either of the 2 Brazilian networks (testing is being undertaken locally in Brazil) rendering the survey unusable.

I have tested the same IVR survey using another IVR service which routes IVR traffic from London to Brazil over public internet and the DTMF tones are being properly recognised on this service.

Can you confirm whether there is any issue currently with call carrier being used by Plum Voice for calls to Brazil?

Thanks,

Ronan

support
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Re: IVR not recognising DTMF tones on Brazilian Telco handse

Post by support »

Hi Ronan,

Plum utilizes the same outbound carrier for Ireland that we would use for Brazil. The fact that the Ireland DTMF is being received while the Brazilian DTMF is lost implies an issue specific to Brazil's carrier, not our carrier. We would recommend contacting the local Brazilian carrier to determine why DTMF signals would be lost by the local Brazilian carrier.

Regards,
Plum Support

ronan.ocallaghan
Posts: 10
Joined: Fri Jan 11, 2013 5:23 am

Re: IVR not recognising DTMF tones on Brazilian Telco handse

Post by ronan.ocallaghan »

We ran a couple of concurrent tests using our own IVR service (which routes IVR traffic from London to Brazil over public internet) and the DTMF tones were properly recognised by the same MSISDNs that had not worked for the Plum Voice IVR survey. This would imply that the issue is not with the local Brazilian carrier but with Plum Voice’s call carrier in Brazil.

We undertook further tests yesterday afternoon and the non-recognition of the DTMF tones issue was present on MSISDNs on three separate networks (Oi, Claro & TIM).

In the absence of us being able to get some clarity/resolution on this issue I cannot see any way we will continue being able to use the Plum Voice service going forward.

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