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Polycom SoundStation IP 7000 DTMF tones not accepted by Conference Bridge Provider (Intercall) IVR.

CS1972
Occasional Visitor

Polycom SoundStation IP 7000 DTMF tones not accepted by Conference Bridge Provider (Intercall) IVR.

Hi,

 

I need some help, I have a SoundStation IP 7000 that has issues sending DTMF tones correctly to our Conference Bridge Provider (Intercall). Once we dial the TFN number into the bridge IVR system we are prompted for the PIN code, once entered we get a reply that the PIN is incorrect; when I know for a fact that is right since I have tried it from my desk phone (which is connected to the same system: [Cisco Unified CM System version: 8.6.2.22900-9]


The "solution" that I have found here is of no use to me since it's for an older firmware version of the IP7000, which is running: [V. 3.3.3.0069] which had an option to upload a file to change the payload type.

Thanks

 

 

Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom SoundStation IP 7000 DTMF tones not accepted by Conference Bridge Provider (Intercall) I

Hello CS1972,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

 

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

Above information is applicable for two scenarios:

 

  • You either upgrade your SSIP7000 to UCS 4.0.4 (Do not upgrade to 4.0.5 or 4.0.6!) and then import the file

    or

  • You setup a provisioning server and load the configuration that way


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
Message 2 of 8
SClute
Occasional Visitor

Re: Polycom SoundStation IP 7000 DTMF tones not accepted by Conference Bridge Provider (Intercall) I

I too have the same issue-

 

My IP 6000 can connect to our conference line no problem.

My IP 7000 does not seem to pass DTMF tones correctly.

 

I am on 4.0.4 as the previsous post suggests.

 

Any other suggestions?

 

Scott

Message 3 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom SoundStation IP 7000 DTMF tones not accepted by Conference Bridge Provider (Intercall) I

Hello Scott,

welcome to the Polycom Community.

Since the above post we have released UC Software 4.0.8 but that has not really anything to do with your issue.

 

I would simply suggest you export the SSIP6000's configuration and then do the same with the IP7000 and compare these and then make the relevant changes on the IP7000 end.

 

Most likely its the Payload type or the DTMF method and both of these are described in the forum FAQ.

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
Message 4 of 8
SClute
Occasional Visitor

Re: Polycom SoundStation IP 7000 DTMF tones not accepted by Conference Bridge Provider (Intercall) I

Thanks for the direction.

 

I have looked in both the export_all.cfg and the devices_settings.cfg and I do not see any reference to DTMF anywhere.

 

Is there somewhere else I should be looking?

 

Thanks

Message 5 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom SoundStation IP 7000 DTMF tones not accepted by Conference Bridge Provider (Intercall) I

Hello Scott,

If you backup the phones configuration, not export, it will generate a PBU file.

 

Comparing this with something like Notepad++ will show you any difference.

 

If there is no difference shown and the phones are running an identical Updater and UC Software then it must be an issue on the SIP server side.

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
Message 6 of 8
Rocktronic
Occasional Visitor

Re: Polycom SoundStation IP 7000 DTMF tones not accepted by Conference Bridge Provider (Intercall) I

I am having a similar issue with the SoundStation IP 7000

 

When trying to start a Webinar on our platform, you must press *1 to start the broadcast.

When we press *1 on our Sound Station IP 7000, we get the message "Access Denied"

The platform provider was able to determien that the polycom is not passing the star (*) tone properly.

 

How do I test this?
(Not sure what version firmware we are on. I will find out)

 

Is there any kind of testing tool we can use to see if tones are being passed properly?

 

Thanks

Message 7 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom SoundStation IP 7000 DTMF tones not accepted by Conference Bridge Provider (Intercall) I

Hello Rocktronic ,

welcome to the Polycom Community.

 

Did you prior to *1 dial a number to get into this meeting ?


The community's VoIP FAQ contains this post here:

 

Oct 7, 2011 Question: Phone unable to Dial a number when Off Hook or on 2nd Call in a Conference

Resolution: Please check => here <=


The above explains how the digit map works on a phone and how to troubleshoot.

 

You can also use this:

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related 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 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 8 of 8