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Verifying DTMF Output Switching Functionality

Symptomes

The issue occurs when using a DTMF action to switch outputs (for switching doors, barriers, etc.) during a call. The expected output switching does not happen, or it happens inconsistently.

The output switch may fail if the intercoms are unavailable or busy, the called number is blacklisted, the specific action (calling a script, setting a tag, etc.) configured to be executed after the DTMF action may have failed, and/or network instability may also contribute to the problem.

How to Reproduce

Step 1:
Go to the dashboard and add a control panel for intercom stations if there is not yet one present.

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Step 2:
Enter the number you want to make a test call to, and click the "dial" button.

Step 3:

During the conversation press the DTMF digit that should preform the configured action.

The configured DTMF action should now be executed.

Cause

Issues with DTMF actions are likely caused by one or more of the following:

  • Intercom unavailability: If the intercom(s) involved in the action are unavailable or busy, the output switching may not occur since a call from this intercom can not be made.

  • Called number is blacklisted: If an allow list is specified for the DTMF action, the called number may not be allowed to preform the action when they press the DTMF digit.
  • Script, tag, or other action failed: If an action is configured for the DTMF action, this action may have failed.

Solution / How To

1. Check the call history

Navigate to "Intercom / Call History"

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Here you can see a list of all calls on the system.

 

If your issue is with a specific intercom or location, you might want to filter on this specific location or intercom (number).

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Open one of the calls where you might suspect the issue is present.
In this case the configured DTMF does not work when calling a specific number.

 

 

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First to check if the DTMF action was send by the called number we will open the value history and search for a message like the following: "event(press).digit(1)"

 

When this message is not present, this would mean that the user (the called number) did not press a DTMF digit during the call, or the DTMF was pressed but not received due to a network issue.

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After that we will check the logbook for any logs that would indicate an issue.

 

In this case I was able to find a log message that indicated that the DTMF action was denied for the called number

(meaning the called number was not found in the configured allow list for the DTMF action).

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2. Check the configured action

Navigate to "System / Devices" or "Intercom / Intercom Stations" and open the intercom station where the DTMF action should be configured.

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Open the DTMF action configured for this intercom station.

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References

Describe where to find external answers or extra informations

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