DTMF not registering when customer provides input

What is your timeout setting? If it's like 1 second, maybe it's not enough time for the customer to input a dtmf. If it's 1 second, try something like 5 seconds (without seeing your configuration directly, I'm just guessing at this point).

Perhaps you could export your flow, then paste the resulting text as a reply here?

Thanks for your help. The timeout setting is 10 seconds. Here is an export of the flow:

{"Version":"2019-10-30","StartAction":"Set recording and analytics behaviour","Metadata":{"entryPointPosition":{"x":-163.2,"y":-138.4},"ActionMetadata":{"ea44bd52-7e1d-42c7-a2bf-06722f81d6ac":{"position":{"x":1049.6,"y":475.2}},"Set recording and analytics behaviour":{"position":{"x":-19.2,"y":40.8},"isFriendlyName":true},"de009637-db06-4ed8-b8d0-1b6c379de450":{"position":{"x":1599.2,"y":181.6}},"Transfer Fundraising Team":{"position":{"x":1489.6,"y":-101.6},"isFriendlyName":true},"Set customer queue flow":{"position":{"x":1208.8,"y":-111.2},"isFriendlyName":true,"parameters":{"EventHooks":{"CustomerQueue":{"displayName":"BYT_Waiting Queue"}}},"contactFlow":{"text":"BYT_Waiting Queue","id":"arn:aws:connect:ap-southeast-2:381492145762:instance/a0ee7909-2d0b-4f56-b3e9-85eb76f36a8b/contact-flow/7051142f-b794-4432-829b-5b8318511e3c"},"customerOrAgent":true},"Check hours of operation":{"position":{"x":968,"y":15.2},"isFriendlyName":true,"parameters":{"HoursOfOperationId":{"displayName":"Basic Hours"}},"Hours":{"id":"arn:aws:connect:ap-southeast-2:381492145762:instance/a0ee7909-2d0b-4f56-b3e9-85eb76f36a8b/operating-hours/1f704de9-9a6c-4bf3-be01-67ccfe2cfb46","text":"Basic Hours"}},"Cloud OIP Voicemail":{"position":{"x":1360.8,"y":181.6},"isFriendlyName":true,"parameters":{"ThirdPartyPhoneNumber":{"countryCode":"AU"}},"CountryCode":"au"},"2 - Play Goods Donation Prompt":{"position":{"x":750.4,"y":268},"isFriendlyName":true},"3 - Play Volunteer Prompt":{"position":{"x":756,"y":618.4},"isFriendlyName":true},"4 - Play General Help Prompt":{"position":{"x":752,"y":993.6},"isFriendlyName":true},"1df21a22-3415-4706-8c5f-f3783d9a2c95":{"position":{"x":200,"y":40.8},"overrideConsoleVoice":true},"1 - Financial Donation go to Fundraising Queue":{"position":{"x":734.4,"y":22.4},"isFriendlyName":true,"parameters":{"QueueId":{"displayName":"BYT Fundraising Queue for Option 1"}},"queue":{"text":"BYT Fundraising Queue for Option 1"}},"Get Customer Input":{"position":{"x":420.8,"y":39.2},"isFriendlyName":true,"conditionMetadata":[{"id":"173859d5-64e4-42f1-ac98-9a7bf88f03da","value":"1"},{"id":"7fca2b8f-594e-4bdf-8b7d-828f5b4bd840","value":"2"},{"id":"d8289a91-9ac9-486e-b7eb-7b0b60428d34","value":"3"},{"id":"cc97c788-39df-4546-b101-b23b6f7ae474","value":"4"}]}},"Annotations":[],"name":"BYT 4 Options Flow","description":"","type":"contactFlow","status":"PUBLISHED","hash":{}},"Actions":[{"Parameters":{},"Identifier":"ea44bd52-7e1d-42c7-a2bf-06722f81d6ac","Type":"DisconnectParticipant","Transitions":{}},{"Parameters":{"RecordingBehavior":{"RecordedParticipants":[]}},"Identifier":"Set recording and analytics behaviour","Type":"UpdateContactRecordingBehavior","Transitions":{"NextAction":"1df21a22-3415-4706-8c5f-f3783d9a2c95"}},{"Parameters":{},"Identifier":"de009637-db06-4ed8-b8d0-1b6c379de450","Type":"DisconnectParticipant","Transitions":{}},{"Parameters":{},"Identifier":"Transfer Fundraising Team","Type":"TransferContactToQueue","Transitions":{"NextAction":"Cloud OIP Voicemail","Errors":[{"NextAction":"Cloud OIP Voicemail","ErrorType":"QueueAtCapacity"},{"NextAction":"Cloud OIP Voicemail","ErrorType":"NoMatchingError"}]}},{"Parameters":{"EventHooks":{"CustomerQueue":"arn:aws:connect:ap-southeast-2:381492145762:instance/a0ee7909-2d0b-4f56-b3e9-85eb76f36a8b/contact-flow/7051142f-b794-4432-829b-5b8318511e3c"}},"Identifier":"Set customer queue flow","Type":"UpdateContactEventHooks","Transitions":{"NextAction":"Transfer Fundraising Team","Errors":[{"NextAction":"Cloud OIP Voicemail","ErrorType":"NoMatchingError"}]}},{"Parameters":{"HoursOfOperationId":"arn:aws:connect:ap-southeast-2:381492145762:instance/a0ee7909-2d0b-4f56-b3e9-85eb76f36a8b/operating-hours/1f704de9-9a6c-4bf3-be01-67ccfe2cfb46"},"Identifier":"Check hours of operation","Type":"CheckHoursOfOperation","Transitions":{"NextAction":"Cloud OIP Voicemail","Conditions":[{"NextAction":"Set customer queue flow","Condition":{"Operator":"Equals","Operands":["True"]}},{"NextAction":"Cloud OIP Voicemail","Condition":{"Operator":"Equals","Operands":["False"]}}],"Errors":[{"NextAction":"Cloud OIP Voicemail","ErrorType":"NoMatchingError"}]}},{"Parameters":{"ThirdPartyPhoneNumber":"+61383736412","ThirdPartyConnectionTimeLimitSeconds":"30","ContinueFlowExecution":"False"},"Identifier":"Cloud OIP Voicemail","Type":"TransferParticipantToThirdParty","Transitions":{"NextAction":"de009637-db06-4ed8-b8d0-1b6c379de450","Errors":[{"NextAction":"de009637-db06-4ed8-b8d0-1b6c379de450","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"We gratefully receive donations of essential items for babies and children. We ask for all donations to be in an excellent condition and within Australian safety guidelines. Please visit our websites for more details on what we can rehome and how to donate to us. our village.org.au. If you need more assistance please email hello@our village.org.au. Thank you for your call – we appreciate your support. "},"Identifier":"2 - Play Goods Donation Prompt","Type":"MessageParticipant","Transitions":{"NextAction":"ea44bd52-7e1d-42c7-a2bf-06722f81d6ac","Errors":[{"NextAction":"ea44bd52-7e1d-42c7-a2bf-06722f81d6ac","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"We are always looking for volunteers to help make a difference in our warehouse. If you would love to volunteer please visit our website and register your interest at our village.org.au.\n\nIf you would like to volunteer with your workplace, we have Corporate Volunteering opportunities available. Please email us at hello@our village.org.au."},"Identifier":"3 - Play Volunteer Prompt","Type":"MessageParticipant","Transitions":{"NextAction":"ea44bd52-7e1d-42c7-a2bf-06722f81d6ac","Errors":[{"NextAction":"ea44bd52-7e1d-42c7-a2bf-06722f81d6ac","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"If you are a carer that needs help, please contact your social worker or maternal child health nurse. The Maternal & Child Health Line is available 24 hours a day on 13 22 29. If you do not have access to those services, please visit The Orange Door at orange door.vic.gov.au.\n\nIf you are a Social Worker or a Maternal and Child Health Nurse and need to access our services please visit our website for registration and ordering information, our village.org.au."},"Identifier":"4 - Play General Help Prompt","Type":"MessageParticipant","Transitions":{"NextAction":"ea44bd52-7e1d-42c7-a2bf-06722f81d6ac","Errors":[{"NextAction":"ea44bd52-7e1d-42c7-a2bf-06722f81d6ac","ErrorType":"NoMatchingError"}]}},{"Parameters":{"TextToSpeechEngine":"Neural","TextToSpeechStyle":"None","TextToSpeechVoice":"Olivia"},"Identifier":"1df21a22-3415-4706-8c5f-f3783d9a2c95","Type":"UpdateContactTextToSpeechVoice","Transitions":{"NextAction":"Get Customer Input"}},{"Parameters":{"QueueId":"arn:aws:connect:ap-southeast-2:381492145762:instance/a0ee7909-2d0b-4f56-b3e9-85eb76f36a8b/queue/3eabc233-80f9-4f2f-a28a-a76a210fe172"},"Identifier":"1 - Financial Donation go to Fundraising Queue","Type":"UpdateContactTargetQueue","Transitions":{"NextAction":"Check hours of operation","Errors":[{"NextAction":"Check hours of operation","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"Thank you for calling Our Village. To make a financial donation please press 1. For information on donating items, please press 2. To know more about volunteering with us please press 3. If you are in need of our services, please press 4.","StoreInput":"False","InputTimeLimitSeconds":"10"},"Identifier":"Get Customer Input","Type":"GetParticipantInput","Transitions":{"NextAction":"2 - Play Goods Donation Prompt","Conditions":[{"NextAction":"1 - Financial Donation go to Fundraising Queue","Condition":{"Operator":"Equals","Operands":["1"]}},{"NextAction":"2 - Play Goods Donation Prompt","Condition":{"Operator":"Equals","Operands":["2"]}},{"NextAction":"3 - Play Volunteer Prompt","Condition":{"Operator":"Equals","Operands":["3"]}},{"NextAction":"4 - Play General Help Prompt","Condition":{"Operator":"Equals","Operands":["4"]}}],"Errors":[{"NextAction":"1 - Financial Donation go to Fundraising Queue","ErrorType":"InputTimeLimitExceeded"},{"NextAction":"2 - Play Goods Donation Prompt","ErrorType":"NoMatchingCondition"},{"NextAction":"1 - Financial Donation go to Fundraising Queue","ErrorType":"NoMatchingError"}]}}]}

Hi Teja -- Thank you for the exported flow. Indeed, your timeout setting is ten seconds and you are using a Get Customer Input block -- so everything looks correct from a flow perspective.

Is the call-path direct to Amazon Connect from the PSTN? Or do you have any other systems through which the call is routing? Like are these callers calling out from a Unified Communication system like Avaya or Cisco to Amazon Connect, or are they calling with their cellphone to the AWS number?

If these are cellphone calls, I think something must be going wrong upstream of your flow, somewhere in some carrier's network. I would open a ticket with AWS next--make a test call to reproduce the issue, and provide AWS support with the exact Contact-ID(s) in your support request.

It's funny -- I myself randomly had a test call yesterday in which DTMF was not recognized. It only happened once during about 20 test calls, but it can happen. Since your issue can be reproduced every time, there is probably an incorrect setting somewhere.

Can you grab a different phone number? Or is the phone number you're using already published and public-facing? ...Then again it would be good to get the issue troubleshot so the issue doesn't happen to someone else eventually if you were to release the number...

The call is initially routed from Cloudo IP - the call is transferred from there using an IVR - just directly transferred, there are no options or reasons chosen for the transfer - and then inside the Flow, if the call is routed to the agents, it stays with the Amazon Connect number and if the agents are unavailable or it's outside of hours, it is supposed to route back to Cloudo IP (a specific number) for the Voicemail message to be recorded.

We have a 1300 number that is where the Cloudo IP number is picked up from.

It doesn't matter if we call the Amazon Connect number directly or via Cloudo IP, the DTMF doesn't work.

Hi Teja.

Yes, since the issue is still happening even when you take Cloudo IP out of the picture, the issue is likely with AWS' partner carrier. I would highly encourage you to open a ticket with AWS next and include a contact id.

Were my answers helpful? Remember to click "Accept Answer" if I was able to answer you question.