Hi,
We have problems calling to IVR systems, when call is etablished via 3. party concact center (CC) solution (UCMA). DTMF send level is too low and therefore most IVR systems are not responding!
Senario is as following:
Calling an external number from CC application. As CC not have its own softphone, it first call a Lync client and then calling the external number. I expect the call now is in a conference controlled by CC using UCMA. When call to an IVR system is etablished I use the keypad on the Lync client to send DTMF.
When calling to same IVR number directly from Lync, no problems :)
Diving into the DTMF RTP (RFC 2833) packet, I see a difference in the volume. When using the CC (UCMA controlled) the level is "Volume: 32"
When using Lync client directly the level is "Volume: 10"
I'm convinced that if the level in the UCMA controlled senario is changed, we have fixed the issue, but my question is: Who to change??. Is the DTMF level set by Lync or by UCMA application?. And how to fix?
Regards / Jorgen