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[FAQ] Unable to Dial number if Off Hook or on 2nd Call in a Conference or Feature Codes / digitmap

Polycom Employee & Community Manager

[FAQ] Unable to Dial number if Off Hook or on 2nd Call in a Conference or Feature Codes / digitmap

Polycom Phones are delivered with a pre-configured USA / North American Dial Plan the phone will not allow certain dialing patterns.


A digit map is defined either by a “string” or by a list of strings. Each string in the list is an alternative numbering scheme, specified either as a set of digits or timers, or as an expression over which the gateway will attempt to find a shortest possible match.


This is most commonly causing issues if a Number is dialed Off Hook or a 2nd Number is dialed when the User is trying to attempt to add a 2nd Party via a Phone Conference.


Usually the SIP Server controls the phones ability to restrict dialing of certain numbers.




The Standard is set:


<diaplan dialplan.digitmap="[2-9]11|0T|011xxx.T|[0-1][2-9]xxxxxxxxx|[2-9]xxxxxxxxx|[2-9]xxxT"/>

Above is described in detail in the Admin Guide matching your SIP / UC Software Version and removing the complete string between the "" will disable the Phone's capability to match this string.


The "|" separates each entry


The 3|3|3|3|3|3 is relating to each of the 6 entry's above and is the time that is waited before an entry times out


You can easily remove all the entries and not let the phone decide what it should call:




Digitmap Explanation:


The original Entry's are examples for an US Dial Plan and mean the following:


  • [2-9]11: 911 rule: x11 are dialed immediately (111 is covered below by [1-8]xx)

  • 0T: Local operator rule: After dialing "0" the phone waits 3 (T) seconds and then completes the call automatically

  • 011xxx.T: International rule without prefix starting with 011 and the . allows more digits to be added and timing out and sending the string after 3 (T) seconds

  • [0-1][2-9]xxxxxxxxx: Long Distance rule with prefix 0 or 1 and then allowing Digits from => 9 with an additional 9 Digits allowing a 11 Digit Number to be dialed

  • [2-9]xxxxxxxxx:  Long Distance rule without prefix allowing Digits from => 9 with an additional 9 Digits allowing a 10 Digit Number to be dialed

  • [1-8]xx: Every Number starting from 1 up to 8 with 3 digit extension is dialed immediately (9 excluded as a prefix)


If a local Extension Range of 2xxx is used changing the [1-8]xx Entry into [2]xxx Entry will add the ability to dial internal 4 Digit Extension Range starting with the number 2.


The amount of "x" added specifies the length of the Number you wish to be able to dial and the 2xxx example would only allow numbers starting with 2 and being 4 digits long to be send to the SIP Server.


Adding 0[234589]xxxxxxxxx would for example cover any 11 digit number starting with 02, 03, 04, 05 ,08 and 09 but not 00, 01,06 or 07 number followed up by 9 Digits. 


The Time duration for each matching rule is set to a standard 3 seconds. If you want to lower this value or add additional digit matches you will either change the value of the "3" representing the position of the digit match or add an extra |3 for each new number combination.


A comma " , " will turn dial tone back shown in more detail => here <=.


Any Digits or Characters combinations that are not covered by above digitmap get dealt with via the dialplan.impossibleMatchHandling="0" Parameter.


Explanation from the Admin Guide:


Affects digits entered while in dial mode.
For example, the digits are affected after a user has picked up the handset, when hot dialing, contact dialing, or calllist dialing.
If set to 0, the digits entered up to and including the point where an impossible match occurred are sent to the server immediately.
If set to 1, give reorder tone.
If set to 2, allow user to accumulate digits and dispatch call manually with the Send soft key.


Adding Star / Asterisk / Hash / Pound Feature Codes:


The Digitmap is not aware of any * or # Codes and therefore applies the impossible match handling and will send this straight to the SIP Platform.


It may be desired to use codes like *97 to pickup a call or # to have a billing code added to the Dial String.


Adding |*97 to the Digit Map above would allow this Feature Code to be dialed and then send to the SIP Platform


Adding |8xx#xxxx to the Digit Map above would allow to dial 800#1234


You can change content via the Phone Web Interface


SIP => Local Settings => Digit




changing the dialplan.digitmap="” via a configuration file on the Provisioning Server.


Below Information is part of the Digit Map Changes Document => here <=


Digit map extension letter “R” indicates that certain matched strings are  replaced. The following examples shows the semantics of the syntax:

• R9RRxxxxxxx—remove 9 at the beginning of the dialed number
— For example, if a customer dials 914539400, the first 9 is removed when the call is placed.

• RR604Rxxxxxxx—prepend 604 to all 7 digit numbers
— For example, if a customer dials 4539400, 604 is added to the front of the number, so a call 6044539400 is placed.

• R9R604Rxxxxxxx—replaces 9 with 604

• R999R911R—convert 999 to 911

• xxR601R600Rxx—when applied on 1160122 gives 1160022

• xR60xR600Rxxxxxxx—any 60x will be replaced with 600 in the middle of the dialed number that matches
— For example, if a customer dials 16092345678, a call is placed to 16002345678.


The following guidelines should be noted:

• You must use only *, #, or 0-9 between second and third R

• If a digit map does not comply, it is not included in the digit plan as a valid one and no matching is done against it.

• There is no limitation on the number of R triplet sets in a digit map.

However, a digitmap that contains less than full number of triplet sets (for example, a total of 2Rs or 5Rs) is considered an invalid digit map.

• Using T in the left part of RRR syntax is not recommended. For example, R0TR322R should be avoided.


Example Digitmap for Broadworks in the UK:


<digitmap dialplan.digitmap="*xx|[0-9]xxT|[0-9]xxxT|[0-9]xxxxxxxxxT|[0-9]xxxxxxxxxxT|[00]xxxxxxxxxxT|[00]xxxxxxxxxxxT|[00]xxxxxxxxxxxxT|[00]xxxxxxxxxxxxxT|[0-9]xxxxxxxxxxxxxT|0T" dialplan.digitmap.timeOut="3|3|3|3|3|3|3|3|3|3"/>


Hybrid Registration:


SInce Trio UC Software 5.5.2 or later and VVX UC Software 5.8.0 we now support Hybrid registration.


More details on this => here <= 


Digitmap Troubleshooting:


Changing the Support Object Log level to event 1 via the Web Interface




or via a configuration file:


<log"1" />


Will show the Digitmap that is being used to dial a phone number either in the <mac>-app.log file on the provisioning server or via the Web Interface (> UCS 4.0.0)


In below example we dialed 123


0903103011|so   |1|00|[SoDigitMapElementC]: Checking 123 (3) against [2-9]11 (3)
0903103011|so   |2|00|[SoDigitMapElementC]: Disabling [2-9]11 (3) - No match possible (1)
0903103011|so   |1|00|[SoDigitMapElementC]: Checking 123 (3) against 0T (1)
0903103011|so   |2|00|[SoDigitMapElementC]: Disabling 0T (1) - No match possible (1)
0903103011|so   |1|00|[SoDigitMapElementC]: Checking 123 (3) against 011xxx.T (5)
0903103011|so   |2|00|[SoDigitMapElementC]: Disabling 011xxx.T (5) - No match possible (1)
0903103011|so   |1|00|[SoDigitMapElementC]: Checking 123 (3) against [0-1][2-9]xxxxxxxxx (11)
0903103011|so   |1|00|[SoDigitMapElementC]: Checking 123 (3) against [2-9]xxxxxxxxx (10)
0903103011|so   |2|00|[SoDigitMapElementC]: Disabling [2-9]xxxxxxxxx (10) - No match possible (1)
0903103011|so   |1|00|[SoDigitMapElementC]: Checking 123 (3) against [2-9]xxxT (4)
0903103011|so   |2|00|[SoDigitMapElementC]: Disabling [2-9]xxxT (4) - No match possible (1)
0903103011|so   |1|00|[SoDigitMapElementC]: Checking 123 (3) against **x.T (2)
0903103011|so   |2|00|[SoDigitMapElementC]: Disabling **x.T (2) - No match possible (1)


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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.
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