DTMF doesn't work for dialing extensions when adding someone to a Skype meeting
DTMF doesn't work for dialing extensions when adding someone to a Skype meeting. This works fine for adding folks to an audio only call (cloud pbx with pstn calling), but when you add people to a Skype for Business meeting, you can dial a direct number just fine, but are unable to navigate an auto attendant with the keypad. The key presses don't register with the auto attendant.
I had the same issue for several months. After a laborious but fruitful exchange with Skype Support (Virtual Assistant, subsequent email exchanges with several Skype Support people, Remote Desktop Control, etc!) the support team eventually figured out that there is an issue with the Subtitles Function. They have now updated the FAQ here:
When making a call and using the Dial Pad to select the option for Touch Tones, they will not work if you have subtitles enabled on the call.
To workaround this issue simply disable subtitles: Select your profile picture > Settings > Calling > Call Subtitles, then turn off the option to Show subtitles for all voice and video calls.
Note: If you don't have the option turned on to Show subtitles for all voice and video calls but have turned subtitles on for an individual call, starting a new call with your contact will resolve this issue.
[Deleted User] commented
We have the same problem, DTMF stopped working all together on our Android phone.
This needs to be fixed. I am using my iPhone as a workaround. I'd rather use the software I'm currently paying for to do something it should be able to do.
David Bond commented
Yeah - now DTMF doesn't work AT ALL. What a fecking joke.
Any updates Microsoft?
Joe Hendricks commented
This needs to be added. It's unacceptable that this is a limitation of the phone system.
jason g trompeter commented
I have this issue as well. Its very frustrating especially if in a vid conf and you need to use DTMF. Anyone find a 3rd party app that would push DTMF thru the mic / Skype call somehow?
Work around is to call first AA number, navigate, place on hold, call second AA number, navigate and then merge the calls. It's not ideal, but it works. The issue is that when you add someone, unlike a traditional PBX that does a 3 way call, in Skype, it's escalates to a Conference Call which isn't going to respect DTMF to allow for the *6 function to mute dial in callers and prevent someone from flooding the call with DTMF tones. So what we should be asking for is the ability to do 3-way calling and not have it escalate to a conference.
Steve Davis commented
but we probably won't get an answer. Bob posted this issue a year ago.
Steve Davis commented
We also cannot use a S4B client with PSTN calling to create an autodial to external bridges as in the following dial string: 18005555555,,,123456#. Where an external bridge number is dialed (18005555555), followed by pauses (,,,) and then by a conference access code (123456#).
Is there any chance this can be remedied so external bridges can be accessed without using the keypad to enter the access code?
Robin Frousheger commented
My use case was: I needed to dial-out to an external conference bridge and enter the conference ID there, but couldn't.