Cannot Dial Switch Board Directory List of Numbers 1

[itsuport5589]

Hi,

I have AVAYA IP Office 406, all of sudden, I couldn't able to dail or reach board number, whenever I call to customer care or tollfree number, as soon as i get connected, i couldnt dail press # 1 sales or press # 2 account.

May I have any suggeston or solution to resolve this issue please.

-Thanks,
Sam

 

[intrigrant]

Not a lot to go for.
What type of phones, on what are they connected? Base unit, expansion unit?
There has been a issue when the system was upgraded the DigitaSation modules had to be ugraded to version 3.2.999 before upgrading to 4.0 or higher.
If that hasn't been done the DTMF stops after some time, rebooting fixes the issue.

Know your product and become a Pro

 

[itsuport5589]

Thanks for valuable response.
I have 50-Soft Phone Licence, 10-AVAYA Phone, Base Unit - IP Office 406, Analog Trunk 16 Channel.
Im just using Avaya IP phone and Softphone to make the calls outside.

Thanks
Sam.

 

[intrigrant]

That makes it a lot more difficult, what softphones?
Did you enable faststart and out of band DTMF on the ip extensions?
If the softphones are Phone Manager Pro IP then start it up with the command -debug then you can trace and see it DTMF is send.
Also use monitor to see if DTMF is send from the IP Phone and to the ATM trunk.
It won't be easy to solve.

Know your product and become a Pro

 

[itsuport5589]

Its an AVAYA IP Office-Phone Manager PC Softphone Ver 4.2.39
Yes Faststart and DTMF is enabled in all IP Extension.

Im Sorry I can the monitor or system status and find information, im sorry not able to open the Phone manager pro from command - debug.

Is there anything else i can look into the configuration.

Thanks,
Sam

 

[intrigrant]

[ol 1]
[li]Right-click on the Phone Manager shortcut and select Properties.[/li]
[li]Select the Shortcut tab.[/li]
[li]The Target will be similar to: "C:\Program Files\Avaya\IP Office\Phone Manager\PhoneManager.exe".
After the closing quotation mark, add -debug. For example:
"C:\Program Files\Avaya\IP Office\Phone Manager\PhoneManager.exe" -debug[/li]
[li]Click OK.[/li]
[li]Test the shortcut.[/li]
[/ol]

Once it has been restarted there will now be a new ‘File’ button. Click this and select Debug. This launches the Debug Window, which also logs to a file named PMTrace. This file is limited in size and will overwrite itself. It is located in:

C:\Documents and Settings\(User Name)\MyDocuments\Avaya\IP400\PhoneManager

Pressing Freeze and Clear on the Debug window will only affect the Debug window and not the PMTrace file. However, the PMTrace file will be overwritten each time Phone Manager is launched so needs to be copied to another directory immediately after testing is complete.

Know your product and become a Pro

 

[itsuport5589]

Yes, i can open phone manger with debug and tried to dial 101 customer care, tried to press 2 option, which i couldnt, and collected the PMTRACE.txt file.

Do you want me to send you the file.

 

[intrigrant]

Did you run sysMon at the same time and have you a log saved from it, without it it may be difficult to see what is wrong.
avayalogs at gmx com separated with a dot.

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