Troubleshooting DTMF Troubleshooting

From Bicom Systems Wiki

In case that DTMF tones are not working for your phone/UAD, please follow these steps in order to troubleshoot:


If call is placed from local extension:

  • Navigate to 'Extensions'
  • Click on 'Edit' button to change extension settings
  • Click on 'Advanced Options'
  • Set new mode under 'DTMF Mode' option
  • Click on 'Save' button


If call enters PBXware over a SIP trunk:

  • Navigate to 'Settings: Protocols: SIP'
  • Set 'Relax DTMF' = 'Yes'
  • Click on 'Save' button
  • Click on 'Reload' button


If using PSTN cards/trunks:

  • Navigate to 'Trunks'
  • Click on 'Edit' button next to a PSTN trunk
  • Click on 'Advanced Options'
  • Set 'RX Gain' = '2'
  • Click on 'Save' button


If using Sangoma cards please follow this guide.


  • Please check with your service provider that you're using best quality
  • Try dialing through another provider
  • Try using a different uad/phone


  • A DTMF mode can be forced on some phones as well.
  • Find the IP address of your phone/UAD and open it in favorite browser.
  • Please follow the phone/UAD manufacturer manual to change DTMF settings.


If an incoming call enters PBXware and goes into a Queue:

  • Navigate to 'Queues'
  • Click on the 'Edit' button to change the settings
  • Click on 'Advanced Options'
  • Set 'Response Timeout' = '4'
  • Set 'Digit Timeout' = '4'
  • Click on the 'Save' button