Plum IVR Support

Has anyone had issues with outbound calling where the DTMF input sometimes doesn't work? In our testing we continually have issues from one call to the next where DTMF input works one time, then on the next outbound call with the exact same vxml, the DTMF input doesn't work. Typically it works the first time, but if we do a second call immediately following the disconnect, then DTMF input does not work.

In this implementation we have turned off speech input. However, to test this issue we re-enabled speech input. Then while in a call where DTMF is ignored, if we speak the numbers into the phone, those digits are accepted through speech.

Another thing to note, we have not been able to reproduce the issue with Verizon wireless, or through a VOIP desk phone. So far we've experienced this issue with ATT wireless and T-Mobile wireless.

Could it be related to callee_type? Perhaps I should make sure the callee_type is the same in every call?

Thanks.
Jason

Hi Jason,

We were able to reproduce this issue with a T-Mobile cell phone under extreme circumstances, i.e. several outbound calls placed at the same time. We will be looking further into this issue and let you know when we come to a solution.

Regards,
Plum Support

Hi again Jason,

We're providing a brief update since it has been a couple of days and the holiday weekend. Our team has been testing exhaustively - right now we are trying to determine the extent to which this happens as this is a brand new issue. We'll try to keep you updated more frequently as our team makes progress so you are aware of on-going work. We appreciate your patience in this matter.

Regards,
Plum Support

Here are some ideas to try if you haven't already...
- Disable “Enhanced 4G LTE” (if applicable)
- Review/test any DTMF settings on your phones. I think Android’s settings are at Settings -> Call -> DTMF tones.


I'd also be curious if you're finding this issue to be related to device hardware/OS?

thanks,
Jason

Hi Jason,

Great thanks, we will try those suggestions. We'll continue to keep you posted on our progress.

Regards,
Plum Support

Hi again Jason,

We're checking in with you prior to the weekend with a little update. We've been testing and re-testing but we've been unable to reliably reproduce the behavior thus far. We will keep trying to find a more concrete way to reproduce this behavior. Once again thanks for your patience in this matter.

Regards,
Plum Support

Ok thank you for the update.

Jason

Has there been any progress made on this issue since the last update?

Thanks,
Jason

Hi Jason,

Thanks for checking in. We were able to initially reproduce the behavior intermittently but since that first week when the issue was first raised, it appears something has changed -- likely within the carrier networks -- that has made the problem go away. Repeated attempts on our part to trigger the lost DTMF behavior have been unsuccessful. Are you still experiencing this issue with some regularity or does it appear to have subsided for you and your customers as well?

Regards,
Plum Support

We have not seen the issue recently. Hopefully this means it is fixed.

Thanks,
Jason