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SoundStation Duo Problem on instant messaging system

Occasional Visitor

SoundStation Duo Problem on instant messaging system

Dear all,


We have a Polycom Soundstation Duo connect in our IP PBX(3CX) through SIP standard.


The Polycom Soundstation Duo is working normal on dialin and dialout (both internal and external call)


But we find that when we dialin some instant messaging system.


The Num Key on the Soundstation Duo will not function. 


Our Soundstation Duo detail is


UC Software Version

BootROM Software Version


Is there any Suggestion /


Many Thanks



Message 1 of 3
Polycom Employee & Community Manager

Re: SoundStation Duo Problem on instant messaging system

Hello Wah,

welcome to the Polycom Community.


UC Software 4.1.1 for the SoundStation Duo is LYNC only as stated in the Release notes so I advise you to downgrade to the latest supported UCS 4.0.7 Software.


Is this regarding a DTMF issue as I do not know what you mean by instant messaging system.

If DTMF then the community's VoIP FAQ contains this post here:


Oct 7, 2011 Question: Phone unable to send DTMF to an IVR system or how to troubleshoot DTMF issues

Resolution: Please check => here <=

For further troubleshooting please work with 3CX

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 3
Occasional Visitor

Re: SoundStation Duo Problem on instant messaging system

Dear Steffen,


Thanks for your Support ! I think your suggestion is corrected.


The problem is occured on DTMP Send. 


Since our problem is when we dail to outside IVRS system. Hear their play greeting. When we want to press any button to respose. there is not any action. 


We had already check with 3CX. Since we have other IP phone run on 3CX is working normal. Therefore we want to check with your about the setting on SoundStation. 


I have ref your suggestion ! I want to confirm the procedure that


1. We need downgrade the Fireware to UCS 4.0.7

2. We need to export the configuration file to Soundstation  through the web interface 

3. We need add command "<tone tone.dtmf.rfc2833Payload="101"/>" in configuration file

4. We need import the config file to Soundstation again through web interface,


Is it corrected






Message 3 of 3