Why are Touchtones (IVR Key Presses) not recognised?

With some phones and devices a small change to your settings is needed to activate touchtone dialling. To test your VoIP phone's configuration dial 10020.
If your device is listed in our Setup Guides Menu, please first check your settings against the setup guide. Your VoIP phone must support DTMF tones via RFC2833.

Aastra

In your Aastra phones web settings under Advanced ➔ sipgate Line ­­➔ RTP Settings please check that the 'DTMF Method' is set to 'RTP'.

Asterisk

In your sip.conf for the peer sipgate line please change dtmfmode from Info to rfc2833.

Draytek Vigor

In the configuration interface of your router please open VoIP ­➔ Phone Settings ➔  select the sigpate Index.
Next click Advanced and set DTMF Mode to Outband (RFC2833) and the Payload type  to 101.

Grandstream

Please set Send DTMF to via RTP (RFC2833) and DTMF Payload Type to 101
For Grandstream GXP deskphones, the DTMF option will be found in the Account settings.

Siemens Gigaset devices

For most Gigasets, in the Web Configurator menu under Telephony ➔ Advanced Settings ➔ DTMF over VoIP Connections please set the option Send Settings to RFC 2833.

Snom

In your Snom's Web User Interface under Setup select your sipgate Identity and then click the SIP tab. The option DTMF via SIP INFO should be set to Off.

Yealink

In the Advanced settings of your Yealink's sipgate Account please set the DTMF Type to RFC2833 and the Payload Type to 101.

Cisco SPA

In your Cisco SPA device's Line or EXT settings check that DTMF Tx Method is set to Auto and DTMF Tx Volume for AVT Packet is set to: 99999999