Forum Discussion

Novice23's avatar
Novice23
Newbie Caller
Hace 2 años

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...
HeavenM's avatar
HeavenM
Administrador de la comunidad
Hace 2 años

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. 

  1. 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)
  2. Update your device software and all apps. 
  3. 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.