Plantronics + Polycom. Now together as Poly Logo

DTMF is not working for Trio 8800 once the call is connected

jjj_10
Occasional Visitor

DTMF is not working for Trio 8800 once the call is connected

We are using Polycom Trio 8800

UC Software Version 5.9.0.11421

 

This phone is registered to CUCM (System version: 11.5.1.13901-3) as third party SIP phone. When we dial to external numbers call gets connected and then DTMF is not working. 

 

 

Message 1 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: DTMF is not working for Trio 8800 once the call is connected

Hello @jjj_10 ,

 

Welcome to the Poly Community.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

Oct 7, 2011 Question: Phone unable to send DTMF to an IVR system or how to troubleshoot DTMF issues

Resolution: Please check => here <=


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

Best Regards

Steffen Baier

----------------
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
Message 2 of 4
jjj_10
Occasional Visitor

Re: DTMF is not working for Trio 8800 once the call is connected

Hi SteffenBaierUK,

 

We already tried this but no luck. Also we tried to capture wireshark logs, but was not able to see any call leg. 

 

Thanks,

 

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: DTMF is not working for Trio 8800 once the call is connected

Hello @jjj_10 ,

 

It would have been good if you could have provide this information when you started the post.

 

Again the community contains information on how to take a wireshark and/or logs.

 

The next step would be a support ticket.

 

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

Best Regards

Steffen Baier

----------------
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
Message 4 of 4