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Problem dialing extensions or attendee id numbers

Occasional Contributor

Problem dialing extensions or attendee id numbers

I have 3 Polycom Soundstation 2s that are having this problem.  I call a conferencing service such as GoToMeeting, get prompted to enter an attendee ID followed by the pound sign.  So I'll enter something such as 123456789# and get an error message, "we're sorry, 70# is not a valid attendee ID".  So it's not registering something properly.  Any suggestions on what the problem could be?

Message 1 of 6
5 REPLIES 5
Polycom Employee & Community Manager

Re: Problem dialing extensions or attendee id numbers

Hellofugtruck,

welcome to the Polycom Community.

The fact that you can actually dial the telephone number and I assume internal calls tells me the phone is working.

 

The issue occurs once you are connected which usually means that you are utilizing some long distance provider which possibly compresses the line like a SIP trunk or uses a G729 codec.

 

Simply try to dial a voice mail or similar IVR of another service and check if the numbers are recognized.


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 6
Occasional Contributor

Re: Problem dialing extensions or attendee id numbers

Ok, what I did was dial a number with an auto-attendant.  Looks like it registered option 1 and option 0, and none of the other numbers.  

Message 3 of 6
Polycom Employee & Community Manager

Re: Problem dialing extensions or attendee id numbers

Hellofugtruck,

Dialing the actual number is already using the same DTMF tones as dialing anything afterwards.

 

Not knowing if this is used on a standalone PSTN line or a PABX extension its hard to tell.

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 6
Occasional Contributor

Re: Problem dialing extensions or attendee id numbers

Are there any specific questions I can ask my carrier so as to provide more useful information?  My phone system vendor told me that the problem is likely a codec used by the phone carrier.  The carrier told me that the problem is with the phone itself.  Being that voice services isn't my expertice, I'm not even sure what questions to ask them.

Message 5 of 6
Polycom Employee & Community Manager

Re: Problem dialing extensions or attendee id numbers

Hello fugtruck,

like I already stated there is some sort of compression on this line. Simply try this phone on another analog line like at home and it will work.

 

If you can physically dial the number the digits are send the same way aka via DTMF as they are send once you connect to your service.

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 6