DTMF not sent when in Teams Conference

IniobongNkanga-8038 246

Hello Teams Community,

i have a colleague who is having this problem.

They can call out to PSTN when in conference. After the call is completed sometimes we are required to dial digits for Auto Attendants (dial remote extensions or menu options).

If someone picks up on the other end instead of automated systems it works ok.

We use the dial pad to select the Auto Attendant option/extension we hear the dial tone but it is not sent to the other end,

It only happens when we are in a conference. If we call an external number directly we are able to use DTMF and AA options/extensions.

Yuki Sun-MSFT 40,856 Reputation points

2022-05-17T02:27:03.347+00:00

Hi @IniobongNkanga-8038 ,

Is this a suddenly occurred issue? I mean, DTMF had worked in the Teams meetings for the user before?
If this is the case, do you have any idea if any changes have been made in your environment recently?
IniobongNkanga-8038 246 Reputation points

2022-05-18T11:00:57.997+00:00

Thank you for your reply.

It`s a PSTN dial out and everything works fine unless that is a conference or you have another user previously on call.

The issue dialing that second call is that DTMF is not sent if we need to interact with a voice system after PSTN call is complete.

Example;

in a call with an internal user and need to add/consult someone on a PSTN number

If the person consulted picks up it works ok, if this number I dialed goes to an auto attendant and I need to use dial pad to select an option or extension it doesn`t send the digits I have to dial.

Note that if I call a PSTN number I am able to dial the options/extensions on voice interactive systems. The issue only happens if I am previously on a call/conference.
Yuki Sun-MSFT 40,856 Reputation points

2022-05-20T08:10:17.127+00:00

Hi @IniobongNkanga-8038 ,

As mentioned earlier, may I know if it has been worked before? I tried searching further about the issue you described and found the following link which discussed a similar issue. According to the information shared there, seems like DTMF Tones just doesn't work in a 3-way or group call:
DTMF Tones do not work when in a call
(Please Note: Since the web site is not hosted by Microsoft, the link may change without notice. Microsoft does not guarantee the accuracy of this information.)
Yuki Sun-MSFT 40,856 Reputation points

2022-05-27T08:48:42.287+00:00

Hi @IniobongNkanga-8038 ,

Just checking in to follow up with this thread. Should you need more help on this, you can feel free to post back.
Logan Vaughn 10 Reputation points

2023-03-07T15:53:35.2133333+00:00

I'm also having this problem, and it's consistent with other users at my company. Is there any plan to correct this? It's pretty common for a remote employee and an onsite employee to be in a call and need to add in a manufacturer to the call. Same as described above, the person hitting the numbers can hear the DTMF tones but they don't get sent out to the call.
Romain Priot 5 Reputation points

2023-11-20T15:00:43.5933333+00:00

Same problem here.
Can't believe incredible features are being implemented but the basics are still not here, 3 years later. I guess it's pretty common for all MS products.
Penny Straub-Fisher 5 Reputation points

2024-02-05T18:54:59.8333333+00:00

I have the same issue.
When there are 2 people on a call and a third # is dialed, DTMF tones to answer automated questions (press 1 for Yes and 2 for No) do not work. or to enter information,,, Please enter your ID... the DTMF tones are not sent. Is there a fix or work around that can be used?
Reggie Williams 0 Reputation points

2024-03-08T21:23:10.07+00:00

Reading through the comments, it makes me wonder if everyone on this thread is using a Teams Device, or the standard Teams Desktop (or mobile) client? I ask because in the organizations I support, we use the latter (Teams Desktop and mobile clients) and when a 3rd party is added, the dial pad disappears.

When addressing this to Microsoft (for years now, since Lync w/ enterprise voice), they say it's by design.

My response obviously is how is this by design when the dial pad is a basic essential feature of a phone (regardless of what tool (hardware or software) is being used as a "phone". I think I understand the real answer now, and it's because the DTMF tones simply do not work on a conference call (call w/ 3 or more party's).

All this time I thought it was a faulty software design issue, meanwhile the true issue is that the technology Microsoft has implemented for telephony to work through Teams simply falls short.

Microsoft has had more than enough time to correct this issue, and absolutely need to asap, considering they're selling Teams voice as a business calling solution.

1 answer

Samson Ghebremichael 0 Reputation points

2024-04-22T18:12:52.4333333+00:00

This has been the case with Skype as is with Teams phone calling. I agree if Micrsoft is selling Voice calling as a solution (service) DTMF should work not only for direct calls also for conferencing. As has been described several times on this thread If you are in a direct call DMFT works fine. But the moment you add a call that requires a selection Menu (DTMF), then you have no way of establishing the call.
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