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DTMF issues

wdb
Occasional Visitor

DTMF issues

Hi,

 

We recently changed our phone system and are having some DTMF issues with a few polycom phones.

On other phones I set the DTMF to inband and this solved the issue there, but there is no such option in the web config for polycom phones.

I already followed this faq:

https://community.polycom.com/t5/VoIP-SIP-Phones/FAQ-Phone-unable-to-send-DTMF-to-an-IVR-system-or-h...

But I still didn't get it to work after chaging payload sizes etc.

The main devices are:

SoundPoint IP 550

UC Software Version 4.1.1.0260

BootROM Software Version 5.1.0.85063

 

And VVX 501

UC Software Version 5.7.0.11768

Updater Version 5.9.0.9355

 

Using a 3CX PBX.

Any solutions here?

 

Best regards

Message 1 of 7
6 REPLIES
Polycom Employee

Re: DTMF issues

hi Wdb,

Thanks for your post . Have you changed the payload sizes only or also the encoding ?

For example :

<tone>
<tone.dtmf
tone.dtmf.rfc2833Payload="101"
tone.dtmf.viaRtp="1" />
</tone>

OR

 

<tone>
<tone.dtmf
tone.dtmf.rfc2833Payload="101"
tone.dtmf.viaRtp="0" />
</tone>

For RFC2833 if encoding is set to 1, encoded DTMF is sent in the active
RTP stream, otherwise 0 will encode dtmf within the signaling protocol only.

 

Hope this helps!

Regards,
Karthik Sivaram

Please remember to "Kudo" a post that helped you and / or "Accept as Solution" if it solves your issue.

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.

Polycom employee participation within this community is not mandatory and any post or article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 7
wdb
Occasional Visitor

Re: DTMF issues

Yes I tried both, the xml sturcture you sent seemed a bit different than the one in the FAQ.

So I tried both of those as well, but they don't seem to work.

I'm uploading the config via web interface, I attached the file that I use.

 

Maybe the file structure is wrong?

 

Best regards,

Ward

Message 3 of 7
Polycom Employee & Community Manager

Re: DTMF issues

Hello @wdb,

welcome to the Polycom Community.

The community's VoIP FAQ contains detailed instructions how to add this and how to troubleshoot this.

 

You have neither posted a backup of your config (so we can verify it has been added) not produced any logs or a wireshark trace.


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 4 of 7
Highlighted
wdb
Occasional Visitor

Re: DTMF issues

In the config the payload is changed to 101 properly.

but the "viaRtp" option doesn't seem to be set, I can't find this in the config:

tone.dtmf.viaRtp="1"

 

In attachments wireshark trace of a working phone, and than a polycom SPIP550.

Also an export of the config.

 

 

 

wdb
Occasional Visitor

Re: DTMF issues

Any more suggestions for me to try?

This is quite an issue, we can't use receptionist menu's when dialing.

 

Best regards,

Ward

Message 6 of 7
Polycom Employee & Community Manager

Re: DTMF issues

Hello @wdb,

As originally requested a wireshark trace and some logs with the suggested FAQ log settings would be useful.

 

A quick look at the photos from a wireshark trace show different codec's being used so we are not comparing the same.

 

3CX support may help you or other community members but I am currently travelling all week.


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 7 of 7