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CX600 - called number not registering key press

Occasional Contributor

CX600 - called number not registering key press



I have a client that uses Polycom CX500 and CX600 phones with Lync Server 2010. I have had feedback that when they have called an auto attendant that requests a number selection (for example "press 2 for sales"), it often doesn't register that they have pressed a number. Similarly, when setting up a conference with a remote party that requires dialling a code - often the conference fails because numbers dialled don't register.


The phones are running firmware version 4.0.7577.4372.


Is this a known issue with the CX500 / CX600 phones or something that anyone has experienced before? Any workarounds appreciated.


Many thanks

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Polycom Employee & Community Manager

Re: CX600 - called number not registering key press

Hello Joel,

welcome to the Polycom Community.
The phones do not actually send any DTMF tones, it just tells the other end or the gateway to send the tones if a key is pressed.


This seems to be an issue in your Gateway that either sends SIP info or the wrong DTMF payload.


Please liaise with your gateway provider or Microsoft.

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

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


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
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