Partner Support

Applies To

Call2Teams - Customers

Overview

During a call the dialpad may need to be used to enter responses such as menu choices. 

On occasion these may not function once the call has been established.

Diagnostics

Ensure RFC2833 or RFC4733 DTMF methods are supported by the customer PBX/Trunk.

Obtain a call trace with media (audio) captured and ensure DTMF is negotiated correctly throughout the entire call.

Teams sends out a DTMF payload of 101. In the customer's gateway or PBX, change the DTMF payload to accept 101. 

Escalation

If the above steps do not reveal the issue, please raise a support ticket, including any trace captures and the URL of an affected call from the call log in the service portal.