Dial Pad nonfunctional during phone call

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Level 1

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Dial Pad nonfunctional during phone call

Community--

I work at a restaurant that uses a phone program where it sends the calls to one of three manager's cell phones. Each time I answer a phone call, it requires me to press '1' to accept the call and speak to the customer. However, as of lately, I am unable to answer any of the calls, because each time I press '1' to accept the call, my phone does not register it. I have tried multiple times to hard reset my phone, and to no avail, has the situation been remedied.

Thank you all for your help.

iPhone 7, iOS 11.4.1

Posted on Jul 30, 2018 11:55 AM

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Answer 1

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ChrisJ4203

Level 10

236,303 points

Jul 30, 2018 1:00 PM in response to nsurkala

Interesting. Besides just doing a reset on the phone what have you tried? I would try creating a current backup of the device and then restoring that backup. Restore your iPhone, iPad, or iPod touch from a backup - Apple Support

Otherwise, I would test it with another iPhone if possible, with the same version of iOS on it. If that does not work, then contact the software vendor's support to see if there is an issue with the iPhone and latest iOS using their services.

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Answer 2

ChrisJ4203

Level 10

236,303 points

Jul 30, 2018 11:58 AM in response to nsurkala

Are you able to dial the phone using the keypad in other situations? Does this inability to use the keypad only occur when in a call? So you are answering your phone, and then attempting to send this call to another phone using the keypad, and some phone program? Have you tried using your phone and just attempting to press a key when in a regular phone call? How is this program using your cell phone, as in how is it connected to the phone?

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Answer 3

ChrisJ4203

Level 10

236,303 points

Jul 30, 2018 12:15 PM in response to nsurkala

If the dial pad is working otherwise, I cannot see a reason why it wouldn't register while in the call unless it has something to do with the way this software handles the request. Have you contacted their support to see if they would be aware of an issue? Have you tried one of the other manager phones to see if they can use the dial pad?

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Answer 4

ChrisJ4203

Level 10

236,303 points

Jul 30, 2018 12:18 PM in response to nsurkala

Okay, that helps, however the iPhone supports using DTMF tones when in a call, unless this software platform does something else. Has the program ever worked with an iPhone? Did the company state that it will work with the iPhone?

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Answer 5

nsurkala Author

Level 1

17 points

Jul 30, 2018 12:17 PM in response to ChrisJ4203

Other phones are working using the software that we use. Those however, are not iPhones, they are android platforms.

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Answer 6

nsurkala Author

Level 1

17 points

Jul 30, 2018 12:20 PM in response to ChrisJ4203

Up until the most recent update, I have had no issues at all with the program compatibility with my phone. This recent update, however, has not allowed me to answer any of the calls.

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Answer 7

nsurkala Author

Level 1

17 points

Jul 30, 2018 12:05 PM in response to ChrisJ4203

Hi Chris--

Yes I am able to use the keypad in other situations. I can use the dial pad to call out. However, once I answer the phone call, I then am unable to use the dial pad to accept the call. For a more detailed explanation on how the system works, a customer calls in to the number that would be on the restaurant's website or menu. Once they call into the main line, that call is sent to one of our manager's personal cell phone. On my end, I answer the call and hear a prerecorded message based on what that customer selected on their end, and i would use the dial pad then to accept the call by pressing '1'. This program is connected through a website application.

So essentially, I answer my personal phone and hear a prerecorded message such as "Question Direct" or "Takeout" based on what the customer selected. I then would press '1' to accept the call, and that is where the problem lies. When I press '1', nothing registers and I am unable to accept the call.

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Dial Pad nonfunctional during phone call

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