Forum Discussion
Answering prompts
When, using my Samsung phone to call a company with an automatic answering service, I cannot get the service to recognize my responses. For example when asked to "Press 1 for Yes"., my pressing the...
Those responses during phone calls are called DTMF or sometimes call "touch tones". Touch tones don't normally work on conference calls. I don't think you are doing this only on conference calls, but I wanted to just mention to be thorough. It sounds like your screen is working so you can select "1", but the automated systems are not recognizing that a response has been made. There are a few steps to take to fix this.
- Desactiva los tonos de teclado audibles. Settings > Sounds (or Sound and Display) > verify the check box is NOT checked for Audible Touch Tones, Key Tones, Dial Pad Touch Tones (or similar names)
- Update your device software and all apps.
- Use the Recovery Mode screen to wipe the cache partition of your phone. https://www.t-mobile.com/support/devices/recovery-mode-wipe-device-with-keys
If you go through these steps and are automated systems are still not recognizing your responses, you should reach out to our customer support team to have a ticket filed for the DTMF failures.
Hope this helps.
