Unable to use the phone keypad when recording a call

[BenF]

Sometimes if I’m recording a call to a customer service number, after I conference in the Recording line I need to press buttons on my keypad to get through to a particular menu option.

 

For example, I might need to press 1 for a different department, or I might be asked to rate my experience by entering a number between one and five.

 

I have no problem doing this before I conference in the Recording number, however once the call is merged, I can press the buttons but it doesn’t do anything

[Vinutha]

On 5/3/2024 at 11:21 AM, BenF said:

Sometimes if I’m recording a call to a customer service number, after I conference in the Recording line I need to press buttons on my keypad to get through to a particular menu option.

 

For example, I might need to press 1 for a different department, or I might be asked to rate my experience by entering a number between one and five.

 

I have no problem doing this before I conference in the Recording number, however once the call is merged, I can press the buttons but it doesn’t do anything

Hey Ben, Thanks for bringing this to our attention. Our team is actively addressing this issue, and we'll keep you updated as soon as we have more information.

[Vinutha]

On 5/3/2024 at 11:21 AM, BenF said:

Sometimes if I’m recording a call to a customer service number, after I conference in the Recording line I need to press buttons on my keypad to get through to a particular menu option.

 

For example, I might need to press 1 for a different department, or I might be asked to rate my experience by entering a number between one and five.

 

I have no problem doing this before I conference in the Recording number, however once the call is merged, I can press the buttons but it doesn’t do anything

Hey Ben, Could you please let us know which carrier you're using?

[BenF]

2 hours ago, Vinutha said:

Hey Ben, Could you please let us know which carrier you're using?

I’m using the Telstra network in Australia

[Vinutha]

On 5/8/2024 at 12:33 AM, BenF said:

I’m using the Telstra network in Australia

Hey Ben, We investigated the keypad problem you raised with iPhone after call merging. It turns out it's a part of iOS functionality. 
You can refer a similar article that addressed this:
https://discussions.apple.com/thread/7325319?sortBy=best

[BenF]

24 minutes ago, Vinutha said:

Hey Ben, We investigated the keypad problem you raised with iPhone after call merging. It turns out it's a part of iOS functionality. 
You can refer a similar article that addressed this:
https://discussions.apple.com/thread/7325319?sortBy=best

1. This thread is from 2015

2. This issue was identified as a “T-Mobile” issue in the comments (see https://discussions.apple.com/thread/7325319?answerId=29320763022&sortBy=best#29320763022)

[BenF]

@Vinutha is there an update on this at all?

[Mayur]

3 hours ago, BenF said:

@Vinutha is there an update on this at all?

Hey Ben! Sorry for the delay, we have investigated this and this seems to be a broad issue on iOS, we can't make any changes to it in this case. You can reach out to the Apple support team and they will be able to assist you better.

 

[BenF]

Sorry for the delay in coming back to you on this one.

 

I completed a test using a three-way call without TrueCaller to see if this issue was a problem with TrueCaller or a problem with three-way calling.

 

What I did was call another mobile phone, and then conference call in a phone number that required DTMF tones to progress through a menu.

 

I was able to successfully navigate the menu with the mobile phone connected.

 

Therefore, the issue appears to be with TrueCaller and not with iOS or my carrier

Edited July 18 by BenF