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DTMF Not Working

I have a Verizon device. Just recently it was found that specifically Verizon users are no longer able to use DTMF when calling one of the facilities I administer. We have not made any system changes for quite some time.

The feature is still working with all other carriers but since last Monday Verizon callers reported not being able to use the Auto Attendant. I confirmed this using my Verizon company cell. I can call the number and connect to the auto attendant but I cannot select an option to further route the call.

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jav6

@esephus
wrote:
I have a Verizon device. Just recently it was found that specifically Verizon users are no longer able to use DTMF when calling one of the facilities I administer. We have not made any system changes for quite some time.
The feature is still working with all other carriers but since last Monday Verizon callers reported not being able to use the Auto Attendant. I confirmed this using my Verizon company cell. I can call the number and connect to the auto attendant but I cannot select an option to further route the call.

What kind of circuits/trunks provide network service to the facility with the issue? I would suspect a network ticket would need to be opened with the Verizon network support that can troubleshoot routing the VZW calls to the destination. There be some setting somewhere that doesn't support the DTMF tone handling or is missing.

Verizon_Support

Hello esephus, we know how important it is for calls to be processing correctly. We will be reaching out via Private Message to further assist.

-Lauren

jav6

@vzw_customer_support
wrote:
Hello esephus, we know how important it is for calls to be processing correctly. We will be reaching out via Private Message to further assist.
-Lauren

And if this somehow gets resolved via PM, @esephus
and/or @vzw_customer_support
please inform this forum of the resolution.

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