MAlcala,
I have done some further networking with some Norstar experienced techs offline to get their humble opinions on this issue. It seems this is not totally uncommon that Norstar has issue with its less than DTMF tone generation setting. Norstar has the ability to adjust its DTMF to longer tones in order to meet standards for DTMF.
This does not however fix the issue that you have customers who because of their phone system can not negotiate via DTMF thru your AA. My suggestions are these.
1) Let your customer know that you have checked with techincal advisors, and the verdict is that the Norstar they have has the ability to send shorter than standard DTMF tones, or to be adjusted to send standard DTMF tones. They might be advised to adjust their systems settings since the IPO is up to spec.
2) Set timeouts in all of your AA's to go to a live person during open hours, and a VM box after hours.
3) Set ICR to route certain incoming CLID to specific groups, users, or VM boxes directly for this customers incoming calls.
Any other suggestions guys?????