question

kim avatar image
kim asked ·

* Service Issue: DTMF Tones are not recognized on outbound calls to another company's IVR *

Some RingCentral customers have reported that the DTMF Tones on outbound calls to another company's IVR are not being recognized.  
topic-default
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

kim avatar image
kim answered ·
8:00AM MST
We have had reports from some customers regarding DTMF Tones on outbound calls to another company's IVR are not being recognized.  We are looking into it. We will let you know what we find as soon as possible. 

Example: if you call your bank or something that has an IVR menu (i.e. "press 1 for English, press 2 for Spanish")...the touch tones are not being recognized. 

It is not necessary to call into support to report the issue as we are aware of it and hold times might be longer than usual.  However if you do decide to create a  Web Case then please note the  Parent 04361814 and INC-17045
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

kim avatar image
kim answered ·
9:00AM MST 

We apologize for any inconvenience. We are working on the problem and will resolve this as soon as possible. We dont have an ETA at this time.
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

kim avatar image
kim answered ·
9:45AM MST

Customers that are dialing into IVR are having an issue with touch tone, far end is not receiving touch tones. When calling a number that requires touch tones, the receiving end is not hearing the tone from one provider. Customers cannot join conference calls. Teams are currently working on the Issue We are working diligently to resolve this and will have an update within 1 hour. 

Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

kim avatar image
kim answered ·
10:40AM MST

RingCentral Operations Team resolved an issue affecting customers that were dialing into IVR and having an issue with touch tone commands.

This issue has been resolved, we have tested and customers are no longer having impact. 

We will provide a root cause after further investigation.

Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces