With Cisco Unified Contact Center Express (UCCX) 8.x integrated with
Cisco Unified Communications Manager Express (CUCME), when a call is placed on
hold and then resumed in an IPCC Express script, the Dual-tone Multifrequency
(DTMF) tone sent to the script stops responding. This document describes how to
troubleshoot this issue.
There are no specific requirements for this document.
The information in this document is based on the Cisco UCCX 8.x.
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
With Cisco UCCX 8.x integrated with CUCME, when a user has been put on
hold by a UCCX script and then taken off hold (Call Hold >
Delay > Call Unhold), DTMF digits are no
longer recognized. If the caller has been queued, the normal behavior is to
play hold music for a delay period, take the caller off hold, play a prompt,
and receive a DTMF menu selection. However, after the hold-delay-unhold
transition, the script will not process DTMF at all.
This issue occurs because mid-Call INVITE from the UCCX breaks the DTMF
on the CUCME. This is documented in Cisco bug ID
(registered customers only)
The workaround is to use the play prompt instead of the hold and unhold
(that is, Hold-Delay-Unhold) steps.