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After Update to 4.0.7 on Soundstation IP6000 DTMF not work

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Occasional Advisor

After Update to 4.0.7 on Soundstation IP6000 DTMF not work

Hi, 

 

I have made update on my phone Soundstation IP6000, but DTMF still not working, i opened sip file and check rfc2976 is 1 like on the example (http://community.polycom.com/t5/VoIP/FAQ-Phone-unable-to-send-DTMF-to-an-IVR-system-or-how-to/td-p/4...)

 

voIpProt.SIP.dtmfViaSignaling.rfc2976="1"

 

Can somehow help me ? 

 

Sincerely

Message 1 of 6
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: After Update to 4.0.7 on Soundstation IP6000 DTMF not work

Hello lacialec,

I am unsure what "old" setup you have but in order to be on a currently supported features you need to do the following:

 

  • Factory restore the SSIP6000 as shown => here <=

  • Install a currently supported software Version like UC Software 4.0.11 as shown => here <=

  • !! Do not configure or use any old software or configuration files !!

  • Simply configure the line as shown => here <=

If the above fails or you are unable to do so you can always open a support ticket and pay per incident / PPI

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

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 4 of 6
5 REPLIES 5
Polycom Employee & Community Manager

Re: After Update to 4.0.7 on Soundstation IP6000 DTMF not work

Hello lacialec,

in your other post => here <= I told you to please use UC Software 4.0.11 and nothing else.

 

UC Software 4.0.7 is old and outdated so please use a currently supported version of software.

 

Also you mention a sip file but the software would not have come with this so you may be using an old configuration which can cause issues.

 

We need to find out if your service uses either DTMF with a set Payload type or if you need to use SIP in Info messages.

 

Please contact whoever is providing this 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

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 6
Highlighted
Occasional Advisor

Re: After Update to 4.0.7 on Soundstation IP6000 DTMF not work

Hi , 

 

Yes first i try with 4.0.11 but the all the time the phone was restarting and that's why i installed 4.0.7 . I have been updating from 3.0.2 , after that 3.2.2 and after that try 4.0.11 and the phone was restarting all the time and i must add 4.0.7 version, because it dont want to work with 4.0.11

 

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: After Update to 4.0.7 on Soundstation IP6000 DTMF not work

Hello lacialec,

I am unsure what "old" setup you have but in order to be on a currently supported features you need to do the following:

 

  • Factory restore the SSIP6000 as shown => here <=

  • Install a currently supported software Version like UC Software 4.0.11 as shown => here <=

  • !! Do not configure or use any old software or configuration files !!

  • Simply configure the line as shown => here <=

If the above fails or you are unable to do so you can always open a support ticket and pay per incident / PPI

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

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 4 of 6
Highlighted
Occasional Advisor

Re: After Update to 4.0.7 on Soundstation IP6000 DTMF not work

Hi , 

 

I have updated the Phone to 

UC Software Version 4.0.11.0583

 

The DTMF still not wok, does it have some need to enable from somewhere ? 

 

Sincerely 

Message 5 of 6
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Polycom Employee & Community Manager

Re: After Update to 4.0.7 on Soundstation IP6000 DTMF not work


@SteffenBaierUK wrote:

Hello lacialec,

I am unsure what "old" setup you have but in order to be on a currently supported features you need to do the following:

 

  • Factory restore the SSIP6000 as shown => here <=

  • Install a currently supported software Version like UC Software 4.0.11 as shown => here <=

  • !! Do not configure or use any old software or configuration files !!

  • Simply configure the line as shown => here <=

If the above fails or you are unable to do so you can always open a support ticket and pay per incident / PPI


Hello lacialec,

 

did you follow any of the above ?

 

If yes the next step is to contact support

 

Best Regards

 

Steffen Baier

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 6 of 6