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SAP CC (BCM) '*'/'#' in IVR

Nov 20, 2017 at 06:20 AM


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Hello experts!


Tell me, please, why pressing of the * key in the IVR does not work correctly.

I made IVR from 1-6 items that work well, there are also blocks noinput and nomach which also work well for 7-9.0.

But when you click on '*' or '#' the user gets to the point '1', in the IVR report I see that in bsm came the name '1' instead of '*'. This behavior does not apply to BCM->BCM IVR calls, this behavior only applies to outside calls or calls from internal fixed telephones (calls that have passed through the PBX)

If look at the dump of the call, then there are differently transmitted keystrokes (screen)


ws-ats.png (117.7 kB)
ws-bcm.png (157.9 kB)
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1 Answer

Jukka Suhonen
Nov 27, 2017 at 07:20 AM

Hi Ramil,

When we speak about DTMF tones you should know that there is two different formats:
- SIP Info. DTMF messages are delivered inside SIP data package.
- RFC 2833 ('inbound'). DTMF messages are delivered in sound stream.

Internal calls are always utilizing digital format when sending DTMF tones and when we speak about incoming call from PSTN the format depends on the phone gateway. If the gateway sends RFC2833 then CCtr needs to convert inbound tone to digital format and those can be easily decoded wrongly. The DTMF format is something you should check first. SAP recommends to use the SIP info.

Based on the screenshots it seems like SIP Info is used but cannot be sure. Next step would be to check from Call Dispatcher log what is received. If loglevel is set to trace you should be able to see what system is receiving.


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