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Verifying DTMF Output Switching Functionality

Symptomes

The issue occurs when using a DTMF action to switch outputs (such as controlling doors, barriers, etc.) during a call. The expected output switch either doesn't happen or happens inconsistently.

The output switch may fail if the intercoms are unavailable or busy, (when an allow list is configured) the action may be denied for the called number, the specific action (such as calling a script, setting a tag, etc.) configured to be executed after the DTMF action may have failed, and/or network instability might also contribute to the issue.

How to Reproduce

Step 1: Go to the dashboard and add a control panel for intercom stations if one isn't already set up.

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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 call, press the DTMF digit that should trigger 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 denied: If a whitelist/allow list is specified for the DTMF action, the called number may not be allowed to perform the action when they press the DTMF digit.
  • Script, tag, or other action failed: If an action is configured to be executed after 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 will see a list of all calls on the system.

 

If the issue is with a specific intercom or location, you can filter by that specific intercom or number.

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Open one of the calls where you suspect the issue.

For example, if the configured DTMF action isn't working when calling a specific number, than open a call to that number.

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

 

If this message is not present, it means that the user (the called number) didn't press a DTMF digit, or the DTMF digit 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.

 

For example, if you see a log message like:
Action 'a' denied for 'b', this means 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 and ensure it is set up correctly.

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When a DTMF digit is received that matches the configured digit for our action, than the action to execute (such as calling a script, setting a tag, etc.) will be executed.

 

To verify that the action to execute functions correctly, check one of the following articles:

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