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Polycom DTMF

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Polycom DTMF

Hello Guys,


Complete noob here, please bear with me.


We use Phonebooth phone service with Polycom 335 phones for our office. We also use CallRail for call tracking.


CallRail has a feature where when it forwards a call to our Phonebooth service, we must press 1 in order to answer the phone (so VM doesn't pick up). The problem is, CallRail is not recognizing that we're pressing 1 when we do it on our PolyCom 335. Pressing one on our cell phone or landline works fine though.


I tried to get help from both Phonebooth and and CallRail, but neither could point me in the right direction.


Is there a setting or something that I can do so other systems recognize pressing 1 on our Polycom 335 keypad?


Thank you in advance.

Message 1 of 2
Polycom Employee & Community Manager

Re: Polycom DTMF

Hello nkabbara,

welcome to the Polycom Community.

It is always useful to include the currently used SIP or UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here


And in addition:


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

Polycom Global Services

The title Polycom 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 2