Google assistant - "press" command not working during a call

[GambierGrant]

Hello,

Any tips for troubleshooting/resolving issues with Google Assistant calling. We used to be able to say "Press 1" or "Press #" during a call (required when checking voicemail or accessing IVR services). This has recently stopped working and we desperately need this feature back. We are located in Canada.

Any thoughts or tips would be greatly appreciated!

I have tried rebooting the device as well as clearing the Google and Google Home caches but that did not resolve the issue. 

Thank you for any help you can provide!

[JillG]

Hi @GambierGrant 

I escalated to the Nest team here as well as the Assistant team.  I know that you've tried all the troubleshooting we suggested over in the Assistant Community so escalating here to see what else we can try.

Jill

[GambierGrant]

Thank you very much @JillG!

[JillG]

The specialist let me know just now that they are looking into this. They should update here shortly!

[GambierGrant]

Excellent, thank you very much Jill!

[Alex_S]

Hi everyone,
 

We appreciate you bringing this to our attention, @JillG.

@GambierGrant, I know how it feels when something isn’t working the way it should. Let’s further look into it. I just wanted to confirm, are you using a Google Nest Mini device when making this call? What happens whenever you ask it to “Press 1”? Are you experiencing this problem with all the calls you made that reach a menu option?
 

Regards,
Alex

[GambierGrant]

Hi Alex,

The house has a number of Google home products including Nest Hub display, multiple minis and the larger Nest audio speaker in various rooms. I will have to confirm the specific models but this will take a few days to collect that information from our friends.

The problem occurs with both the hub display and mini speakers - all which previously supported the "press command". The homeowners suspects the problem may be related to an automatic update applied to their speakers. 

Currently, when accessing any IVR system, saying "Ok google [short pause] press pound" or "press 2" results in "I'm sorry I don't understand". Assistant understands all other phone related commands including "hang up", "dial" as well as other typical voice commands "what time is it" " play music on spotify". 

Thanks

Grant

p.s. Shouldn't matter but just incase - the numbers called are in Canada and the user is also in Canada.  

[Alex_S]

Hello GambierGrant,
 

Thanks for the information you provided. Can we try to restructure the command phrase? Try “Hey Google, <press 1>”.

Best,
Alex

[GambierGrant]

Hi Alex. Here are the results of the latest test. 

The device under test is a Nest Mini 2.

Call 1:

If I call the service and say "Hey Google, press 1" nothing happens. Assistant does not respond and the IVR service does not act as 1 was pressed.

If I then say "Hey Google, press 2", Assistant responds with "here are some results". If I then say "Hey Google, press 3" Assistant responds with "I don't understand". 

Call 2:

If I initiate a new call and say "Hey Google, press 2", Assistant responds with "here are some results I found on the web". If I then say "Hey Google, press 3", Assistant responds with "Sorry, I don't understand"

Call 3: 

If I initiate a new call and say "Hey Google, press 3", Assistant responds "Sorry, I don't understand"

Call 4:

If I initiate a new call and use my laptop to play an MP3 file with "DTMF 1 tone" near the mini, the IVR service responds appropriately as if I had physically pressed the 1 key on a phone (as expected). 

I hope this helps. What else can I try? 

Thanks

Grant

[Alex_S]

Hi Grant,
 

Apologies for the later revert. We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.

Sincerely,
Alex

[GambierGrant]

Thanks Alex and no problem. Will do

[Alex_S]

Hi there,
 

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Best,
Alex

[GambierGrant]

Ok, thanks Alex. 

[Alex_S]

Hello Grant,
 

Should you have other questions or concerns on Google Home, you know where to find us. We’ll be more than happy to assist you. 

Thanks,
Alex