Soundstation IP 7000 touchtone on NEC SV9100

[jgerschutz]

I have been able to set up my IP 7000 on my NEC SV9100, and the voice is working properly. However, I am not able to use touchtone once a call is connected. I have followed the instructions on another post here, but it has made no difference. In the pps logs on the phone, I am getting this error: MsgPpsDtmfViaInfo Rejected

Any help would be appreciated.

[SteffenBaierUK]

Hello jgerschutz,

welcome to the Polycom Community.

Usually NEC would need to advise you how to setup the SSIP7000 in order to work with their system as they would have done any interoperability testing in order to certify that the phone is supported.

Have you yet contacted them ?

In order to troubleshoot this we would need some logs as shown in the FAQ post or a Wireshark trace but please be aware that only support should come from your Polycom reseller as they are your Tier 1 support.

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

[jgerschutz]

Here are the log entries from when I try to use touchtone entries.I pulled these from the text file downloaded from the IP 7000. I have also attached the full log file from the phone.

000110.548|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000110.728|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000110.878|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000111.748|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000111.918|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000112.058|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000112.238|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000112.398|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000112.560|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000112.718|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000112.868|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000113.047|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000113.208|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000113.377|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000113.638|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000113.898|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000114.108|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000114.328|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000114.580|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000115.647|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000115.798|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000115.948|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000116.088|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000116.248|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000116.398|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000116.538|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000116.668|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected
000116.858|pps  |4|03|[PpsHybridC]: MsgPpsDtmfViaInfo Rejected

[SteffenBaierUK]

Hello jgerschutz,

A fundamental basic requirement it is always useful to include the currently used SIP or UC Software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

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

Looking at your Log I can also see:

000058.029|cfg  |4|03|Prm|EditSession: Unknown parameter "APP_FILE_PATH" found, ignoring.
000058.030|cfg  |4|03|Prm|EditSession: Unknown parameter "CONFIG_FILES" found, ignoring.
000058.030|cfg  |4|03|Prm|EditSession: Unknown parameter "MISC_FILES" found, ignoring.
000058.030|cfg  |4|03|Prm|EditSession: Unknown parameter "LOG_FILE_DIRECTORY" found, ignoring.
000058.030|cfg  |4|03|Prm|EditSession: Unknown parameter "OVERRIDES_DIRECTORY" found, ignoring.
000058.030|cfg  |4|03|Prm|EditSession: Unknown parameter "CONTACTS_DIRECTORY" found, ignoring.
000058.030|cfg  |4|03|Prm|EditSession: Unknown parameter "LICENSE_DIRECTORY" found, ignoring.
000058.030|cfg  |4|03|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP300" found, ignoring.
000058.030|cfg  |4|03|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP300" found, ignoring.
000058.030|cfg  |4|03|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP500" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP500" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP301" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP301" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP501" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP501" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP430" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP430" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP600" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP600" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP601" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP601" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SSIP4000" found, ignoring.
000058.031|cfg  |4|03|Prm|EditSession: Unknown parameter "CONFIG_FILES_SSIP4000" found, ignoring.

This is not a standard configuration error message and implies that something seriously is messed up with your configuration.

I suggest, as already explained, to use the above FAQ post to troubleshoot this issue.

I am not sure if you simply added the SIP Info Method for DTMF as it completely depends on the switch supporting it (therefore your possible error message) as the issue could also simply be the Payload type.

The FAQ explains this in detail and also shows the relevant logging levels.

I suggest a factory reset, manually configure the line details as explained => here <= and then use the FAQ to troubleshoot or as explained contact NEC.

The Unit itself was sold back in December 2015 via SCANSOURCE COMMUNICATIONS so they would be your first level support to contact.

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

[andykirwin]

Try taking a look at this.

http://community.polycom.com/t5/VoIP/FAQ-Phone-unable-to-send-DTMF-to-an-IVR-system-or-how-to/td-p/4...