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Trio 8500 - Dialpad not registering

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Occasional Advisor

Trio 8500 - Dialpad not registering

I have a Polycom Trio 8500 with the latest firmware 5.5.4. Calling out is not the issue, but when I need to enter a PIN #, it does not register. For example, attempting to join a Google Meet voice session, it requires the phone number and a PIN. When I attempt to enter the PIN #, Google Meet asks for me to type in a PIN to join the meeting.

 

I've did a search on the forums and found that changing NTP should solve the issue, but that was not the case for me. I also have tried to downgrade the the previous firmware, but this still does not work. Are there any other suggestions?

Message 1 of 16
15 REPLIES 15
Polycom Employee & Community Manager

Re: Trio 8500 - Dialpad not registering

Hello @yungd,

welcome to the Polycom Community.

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 <=

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 16
Occasional Advisor

Re: Trio 8500 - Dialpad not registering

Hello,

 

Thanks for the reply, but I'm having issues whenever I try to import the file, my_mac_address.cfg

 

*I am aware that my_mac_address is the actual mac address of my device*

 

The error that I get is the following, "Internal Server Error. Please try again."

 

Logs below:

 

 

0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "APP_FILE_PATH" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "CONFIG_FILES" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "MISC_FILES" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "LOG_FILE_DIRECTORY" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "OVERRIDES_DIRECTORY" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "CONTACTS_DIRECTORY" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "LICENSE_DIRECTORY" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP300" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP300" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP500" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP500" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP301" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP301" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP501" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP501" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP430" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP430" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP600" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP600" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SPIP601" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "CONFIG_FILES_SPIP601" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "APP_FILE_PATH_SSIP4000" found, ignoring.
0706155907|cfg |4|00|Prm|EditSession: Unknown parameter "CONFIG_FILES_SSIP4000" found, ignoring.
0706155907|cfg |4|00|Web|cfgParamSaveCfgFile: No params found in the input buffer.
0706155907|cfg |4|00|Web|[cfgSaProcessRequestC::importConfigurationFile] Error updating buffer

UC Software is on 5.5.4.2255

Message 3 of 16
Polycom Employee & Community Manager

Re: Trio 8500 - Dialpad not registering

Hello @yungd,

The FAQ is quite clear.

 

I am unsure why you would import any <mac>.cfg file so all you would have to do is download the SIP Info Zip file, unzip and import via the web interface.

 

The next step would be to contact whoever provides your service and work with them on troubleshooting 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

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 16
Occasional Advisor

Re: Trio 8500 - Dialpad not registering

Hello,

 

@SteffenBaierUK 

 

When I unzip the zip file, there was a config that says replace_with_mac_of_phone.cfg. Are you saying that I do not need to rename this file to the MAC of my phone?

 

Thanks,

Message 5 of 16
Polycom Employee & Community Manager

Re: Trio 8500 - Dialpad not registering

Hello @yungd,

There are two files in the ZIP file.

 

You only need to use the dtmf_sip_info.cfg, the other one is used in combination to be able to load the original file from a provisioning server.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 6 of 16
Frequent Advisor

Re: Trio 8500 - Dialpad not registering

Yungd,

 

Save the below to a .CFG file and import on your phone to fix the issue.  The setting you need is "tone.dtmf.onTime".  Polycom probably should include this setting as a default.  If 100 doesn't fix the issue, then try 150.

 

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<PHONE_CONFIG>
	<ALL
    <tone.dtmf.onTime="100" />
	/>
</PHONE_CONFIG>

 

Message 7 of 16
Occasional Advisor

Re: Trio 8500 - Dialpad not registering

I imported all of the .cfg from that FAQ page into the Polycom web interface, but the phone still does not detect the #

 

 

 

Message 8 of 16
Occasional Advisor

Re: Trio 8500 - Dialpad not registering

Hi philliplyle,

 

Thanks for the code, but when I import the config, I received the message, "Internal Server Error".

 

I tried to update your code to include open and close <ALL></ALL>, but it still did not work

Message 9 of 16
Polycom Employee & Community Manager

Re: Trio 8500 - Dialpad not registering

Hello @yungd,

the FAQ also includes a portion explaining that some providers do not "understand" the * or # and need 10 and 11 instead.

 

It also has a troubleshooting section.

 

We know nothing about what SIP switch or service you even use so I suggest, if nobody else can help, please go ahead and raise a ticket.


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

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within 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

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 10 of 16