Dial pad doesn't seem to work as expected for extensions/automatic menus when entering key presses due to DTMF tones being picked up by the user's microphone.
What is DTMF?
Dual tone multi frequency (DTMF) is a technology used with touch tone phones, best known to users as the sound made when pressing a number key. It signals the phone company that you want to make a call and sends a command to the switch.
When a user enters an automatic prompt to dial in menu options (for example, press 1 for billing, or when entering a party’s extension) but then the automatic system receives incorrect/unexpected inputs.
For example, (key press 1 becomes 11, extension 123 becomes 112233 or unrecognized)
DTMF is an audio-frequency based signaling system that sends tone pairs as audible frequencies. Most DTMF microphones send the tones as though they were ordinary microphone audio to be transmitted.
A user’s microphone can sometimes pick up the sound of DTMF tone from a speaker/headphone/audio output device and enter it an additional time(s), thus giving the automatic system unintended inputs.
When entering key presses on the dial pad, users can try muting themselves by muting it on the RingDNA Dialer’s “Mute” button or by turning off the hardware switch for their microphone device.
If this resolves the issue, lower the headset volume to prevent the microphone from capturing feedback from the DTMF tone.
Alternatively, sometimes extensions can simply be rerouted for one reason or another (vacation, change of staff, etc.); unexpected extension results aren’t always an issue with incorrect inputs.
If you are still experiencing issues contact support:
- Submit a call report to Revenue in the RingDNA Dialer (if you have not already done so)
- Categorize the call as Other.
- Provide as many call reports related to the issue as possible.
- Provide this feedback in the call report ‘Note’ field after clicking “Report this Call”
- What issues did you encounter?
- What number did you enter?
- What number did the system receive?
- Contact support directly