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.
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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.
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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.
The workaround is to use the play prompt instead of the hold and unhold (that is, Hold-Delay-Unhold) steps.
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