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DTMF on Polycom SoundStation2W

Occasional Visitor

DTMF on Polycom SoundStation2W

Hi, my customer has  Polycom SoundStation2W and has recently switched their service from a copper PSTN line to a fibre line.  Since the switch, the phone can make and receive calls however it cannot open up or join a teleconference , they cannot dial the additional required numbers and suspect the phone is not sending out DTMF signals.  Otherwise, the phone line works ok.

 

Are you able to advise or assist with this?

 

Cheers

Message 1 of 9
8 REPLIES 8
Polycom Employee & Community Manager

Re: DTMF on Polycom SoundStation2W

Hello Timwt,

welcome to the Polycom Community.

The SoundStation 2W, like most of our analog conference phones, dials a number using DTMF.

 

If there was an issue with the DTMF signal the phone would be unable to even dial the number getting your customer into the conference in the first place.

 

This is most likely another issue and you should work with whoever installed that new line. It could simply be an issue with the signal once the call has been setup but most likely is not an issue with our phone.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 9
Occasional Visitor

Re: DTMF on Polycom SoundStation2W

Thanks Steffen,

 

Just to confirm, this phone can work on a fibre digital line as well as a copper PSTN line, is that correct?

 

Cheers

 

timwr

Message 3 of 9
Polycom Employee & Community Manager

Re: DTMF on Polycom SoundStation2W

Hello Timwt,

the SS2W like all our analog conference phones will work on an analog line.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 9
Occasional Visitor

Re: DTMF on Polycom SoundStation2W

I have a Polycom SS2W and am currently experiencing the same/similar problem described above where we can dial a number but the DTMF touch tone is not working. On a conference call, the voice responder is saying "No digits", after entering the passcode and #. Also tried dialing into voicemail and got similar result - the key pad options are not having any effect.

 

We have had this phone for two years and it has been working fine. Is there a setting on the phone to enable or reset DTMF? 

 

Thanks.

Message 5 of 9
Polycom Employee & Community Manager

Re: DTMF on Polycom SoundStation2W

Hello Jericho,

welcome to the Polycom Community.

As already explained to the original poster:

 

The SoundStation 2W, like most of our analog conference phones, dials a number using DTMF.

 

If there was an issue with the DTMF signal the phone would be unable to even dial the number getting into the conference in the first place.

 

This is most likely another issue or a change to the phone line / PABX . It could simply be an issue with the signal once the call has been setup but most likely is not an issue with our phone.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 6 of 9
Occasional Visitor

Re: DTMF on Polycom SoundStation2W

Good Afetrnoon:

 We too are having issues with our Polycom phones when using a bridge service.

We have no problem dialing in to the phone line provided, but when entering in the passcode digits, various numbers are being dropped......not always the same number.

This is happening on multiple conference phones.

Message 7 of 9
Highlighted
Polycom Employee & Community Manager

Re: DTMF on Polycom SoundStation2W

Hello RUSCLE,

welcome to the Polycom Community.

As already explained to the two previous posters the Phone is an analog phone dialing a number using =>  DTMF <= .

 

The phone uses the same tones and length of tones when you are making the initial call to your conference service as it does when you are prompted to type in the requested code.

 

There is no difference between the two methods aka pressing the number keys on the phone as the phone is not aware if it actually connected to the far end or not.

 

The simple fact that you can dial the number for your conference service proves that the phone is working as it has send the DTMF digits representing the number you are dialing either to your PABX or your PSTN line.

 

Root Cause for failed DTMF:

 

  • Often ATA adapters (conversion between analog and VoIP) pickup the initial dialing of the number but then prevent the phone in sending any DTMF during the call as they may send it in a different payload or method.
    The above has nothing to do with Polycom and you need to contact whoever provides the analog Line for the phone.

  • A PABX provides an analog line for the phone but once the call “leaves” the PABX and is routed into the PSTN network the DTMF is simply not send via the Trunk used.
    The above has nothing to do with Polycom and you need to contact whoever provides the analog Line for the phone.

  • A PSTN line is being used and the call is routed via a compressed VoIP connection (for example G729) which does not cope very well with DTMF.
    The above has nothing to do with Polycom and you need to contact whoever provides the analog Line for the phone.

 


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 8 of 9
Occasional Visitor

Re: DTMF on Polycom SoundStation2W

We ordered several of the SoundStations 2W's to use via Cisco SPA122 ATA's.

Long story real short, if you flip over the ATA and it is anything other than a SPA122 V02, it will not work without additional config changes.

****************
Important: Don't use the Web IP address to hit the Management GUI, instead...

Patch into the ethernet port of the SPA-122, and browse to 192.168.15.1

User Name: admin
Password: admin (sometime changed by ISP)

Go to Voice Tab in ATA Settings
Select Line1 from the Menu on the Left
Scroll down to Audio Configuration Section

Set DTMF Process INFO to NO
Set DTMF Process AVT to NO
Set DTMF Tx Method to InBand
Set DTMF Tx Mode to Normal

Submit
**************

I dont know what that means, but these changes helped us.

If you're not using SPA122's hopefully this info can at least point your new service provider in the right direction.
Message 9 of 9