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Soundstation IP 6000 and Duo both have same problem *** dtmf not sent while on a call

Willyt
Frequent Visitor

Soundstation IP 6000 and Duo both have same problem *** dtmf not sent while on a call

 
I have tried all the previous solution with no result I am having this issue on soundstation ip 6000 as well as soundstation duo downloaded the recommended .chg files and uploaded to the phones with web gui did a reboot and no change. I need more clarification / help resolving this as my customer wants to use these for webex and it requires dtmf  interactions. while on the call.  
Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Soundstation IP 6000 and Duo both have same problem *** dtmf not sent while on a call

Hello @Willyt ,

 

Welcome to the Poly Community.


You have not shared what you have tried and failed and/or even what software version is running on the devices.

 

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

Resolution: Please check => here <=

 

The above outlines what could be the issue and also how to troubleshoot this.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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
Willyt
Frequent Visitor

Re: Soundstation IP 6000 and Duo both have same problem *** dtmf not sent while on a call

There was a previous about this same issue

Here is my software version

Phone ModelSoundStation DuoPart Number3111-19000-001 Rev:HMAC Address00:04:F2:FB:56:6EIP Address6.2.163.20UC Software Version4.0.8.1972BootROM Software Version5.0.8.0935

I tried updating the DTMF /  type / payload and  other .chg files mentioned,

also tried to upgrade the phone via the Gui, but it can't connect to the Polycom Provisioning server

I downloaded all the files for UC 4.0.15 and uploaded them to the phone  reboot and version stayed @ 4.0.8

Message 3 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Soundstation IP 6000 and Duo both have same problem *** dtmf not sent while on a call

Hello @Willyt ,

 

Outlining what other posts may help others and/or simply replying to this may keep this more organized.

 

In regards to locally updating the phone check:

 

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

 

Our records show this unit was sold via SYNNEX-Westcon Canada back in 2018. You have not shared any logs as outlined in the DTMF FAQ so it is hard to help.

 

If no other volunteers comment and the upgrade still fails the next step is to open a ticket with SYNNEX-Westcon Canada

 

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

 

As the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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
Willyt
Frequent Visitor

Re: Soundstation IP 6000 and Duo both have same problem *** dtmf not sent while on a call

I performed all the file downloads and installed the .chg files via the web gui interface

from the previous post Oct 7, 2011 the Gui says they were successfully imported to the phone and 

nothing has changed. reboot also had no effect on the dtmf not fuctioning while on a call connected to a Web ex audio bridge or voice mail IVR for remote login etc. 

Any help would be greatly appreciated, as I can not find any more detailed information on the web, and I can not  get support from poly . This should be an easy fix as it is just a configuration change.

We are using these with Cisco Call manager 11.5 as a 3rd party SIP basic device. ( single line )

Message 5 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Soundstation IP 6000 and Duo both have same problem *** dtmf not sent while on a call

Hello @Willyt ,

 

you have not yet provided us with the detail that you want to register to a Cisco call manager. Yet again I can only outline the FAQ:

 

Jul 17, 2014 Question:Can I deploy Polycom® SoundStation® IP Conference Phones with Cisco® Unified Communications Manager (CUCM)?

Resolution: Please check => here <=

 

or

 

Oct 7, 2011 Question: Can I register or is my Polycom Phone compatible with a “XYZ” SIP Server?

Resolution: Please check => here <=

 

You have not provided any logs or a backup so we can check what you have done. You claim you cannot get support from Poly but I as a Poly Employee have tried to help you. In addition, I did outline the PPI option. 

 

One of the phones in this post has been to be assumed as working as it was been sold in 2018.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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
Willyt
Frequent Visitor

Re: Soundstation IP 6000 and Duo both have same problem *** dtmf not sent while on a call

This is why I dislike chat. We are not on the same page here.  As I previously stated. I am not needing help registering the phone with call manager, I was just informing you as to the SIP environment in which we are using the phone.

My problen is ***** Once on an established call ( phone is registered ) the dial pad becomes INOP

and will not allow DTMF interaction to access a web ex or vmail remote access.pressing any key on the dial pad send NO DTMF to the other side of the call. All I am trying to achieve is to allow the sending of DTMF signals while on a call. 

Message 7 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Soundstation IP 6000 and Duo both have same problem *** dtmf not sent while on a call

Hello @Willyt ,

 

you may miss interpreting what this community is. A community is a forum where any person can respond in their own time and timezone with what they assume is applicable.

 

This is not a chat. Again so far you have not followed up on any of the FAQ's provided. You keep telling us you import configuration but have not provided a backup PBU file so we can double-check. You also have not set any of the suggested DTMF FAQ logging and/or provided a Wireshark trace.

 

Simply contact Poly support in your region and/or your Poly reseller and pay the PPI fee and you will be helped.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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