Keypad Presses Not Recognised (DTMF Problems)
If callers press options in your auto attendant and nothing happens, or you can't enter a PIN or menu option when you call a bank or another business, your phone or PBX is probably sending keypad tones (DTMF) the wrong way.
Last reviewed: October 2026
Which DTMF setting should I use?
Set your phone or PBX's DTMF mode to RFC 2833 (some devices call it AVT, RTP Event, Telephone Event or out-of-band). It's the standard and works in almost every case. If it still fails, try SIP INFO. Avoid Inband: it sends the keypad tones as ordinary audio, and on internet calls they get distorted and often aren't recognised — it's the usual cause of the problem.
Where is the setting?
It's in your phone or PBX, not the Click2Call portal — usually under Account, Line, Codecs or Advanced, labelled "DTMF", "DTMF Type" or "DTMF Mode". On the Click2Call apps it's already set correctly.
Only some callers have the problem?
If your own phones are fine but certain callers can't use your menu, the problem is at their end. If it affects your auto attendant generally, contact support with a few example call times and we'll check for you.
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Still need help?
Our Australian support team is available to assist you.