FortiFone/ForiVoice not always working with automated phone menus

[ericw]

I have noticed when calling into certain automated phone systems, the FortiFone/FortiVoice is either not sending the complete tone or the other end is not receiving it or interpreting it as some of the phone systems are not responding to the button presses. I dialed my cell phone from my FF and pressed each of the number keys and I hear a truncated tone through my cell phone, the packet capture shows the tone being sent through the FV. FortiFone 480 is using v3.0.16 build 265 connected to a FV-100E running 6.4.4 build 414. It does work with most systems, but I have encountered a couple where it consistently does not work, where my cell phone does work, and even some where my cell phone does not work and the FF does work. Does anyone have any thoughts on what could be causing these issues? Thank you.

[gfleming · Accepted solution]

What is your PSTN connection? I assume SIP if you are using FV-100E.

You might have luck changing the DTMF mode in your SIP profile. PLease test each change and see if/what works best.

https://docs.fortinet.com/document/fortivoice-enterprise/6.4.5/fortivoice-gateway-administration-gui...

[ericw]

Graham,

That was it. The setting was under Phone System | Profile on the FV-100E though. Had to change it to Inband and now the problematic automated systems do work. Thank you.