Trio 8500 - # digits issue

[JonTLA]

We have an issue with a Polycom Trio 8500 conference phone and dialling an 8 digit pin into an external conference service followed by #.  It seems to intermittenly say invalid pin code as though the digits then confirmed with # symbol aren't registered correctly.  Could this be a setting on the Polycom or something to do with the digit map?

Other devices on the same phone system (including two older Polycom SoundStation 2 devices) work perfectly every time with this service, so must be a Trio 8500 config problem or something.  Anyone seen anything like this before?

Much appreciate the help, thanks!

[SteffenBaierUK · Accepted solution]

Hello @JonTLA,

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 you always check the community FAQ and/or utilize the community search before posting any new topics or follow up post’s.

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

[JonTLA]

Hi Steffen,

Thanks for your help, I saw another thread here with somebody having the same issue as me.  I resolved this by exporting the phone config, adding this line between the <> tags:

<ALL
tone.dtmf.onTime="100"
/>

Then importing back to the phone.  We've tested this now maybe 12-15 times and every time it's perfect and we can authenticate.  If anyone else has this issue this is the first thing to try.  Thanks for the FAQ and your help!

Regards,

Jon

[MPA]

Hi JohnTLA,

Do you have the detailed explanation to resolve the issue?

Or could you tell me which post solved your problem?

Thanks!

[MPA]

Hi John,

No worries i have found how to do it.

You saved my day.

Thanks a lot!

[JonTLA]

No problem, glad I could help someone!

[SteffenBaierUK]

Hello @MPA,

welcome back to the Polycom Community.

Mar 08, 2013 Question: Where can I download configuration files from or create these myself?

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