When entering a conference call meeting, the lead person for the meeting needs to enter in a PIN code followed by the hash key.
When entering using the Polycom it asks for the PIN, but when you type in 12345# for example the dial tones can be heard, but upon pressing the hash/pound key at the end nothing happens (the key does work, as in it makes a sound when pressed). If we use an alternative handset from another manufacturer we have in the office we are able to input the PIN followed by the # (pound/hash) key and then the conference meeting begins.
I have had a look in the settings panel and admin panel on the device itself and can't seem to find a remedy. I have also tried to long press the "#" key and try to access the more menu to no avail. Do you know what the issue could be and what the resolution could be? Software ver number unknown.
I searched for this topic on the forum and in the user manual but could not find the answer. Thanks in advance for any advice. I am the IT person for this phone, however do not have extensive experience with Polycom devices.
Solved! Go to Solution.
Thanks for your help, that article enabled me to resolve the issue. In my case I changed the payload type to 101, and then the IVR was recognising the input.