Credit card DTMF seems to cause the line to error when dialing

[bfuller83]

I have a credit card machine that has been in place and working for at least 3 years. A few weeks ago the client started having problems with the machine and called for a replacement. The replacement had problems and they got another replacement and finally we are here 2 weeks later and I am being called in to investigate because they are blaming the line now. This is on an analog station port on my option 61. First thing I notice when I start to troubleshoot is that I can call both authorization numbers using my test set on the line. Double checked to make sure the credit card machine was set to dial "9" for outbound calls. They played with baud rate settings and it is currently set at 1200. I attempted to insert a comma after the 9 also inserted a comma after each digit to pace the dialing (1,8,7,7,ect). I put my test set on the line to monitor while the machine is dialing and it gets reorder after dialing only half the number. Like there is a problem with the DTMF being sent from the cc machine. Interesting thing is I can dial the auth number from my test set and run a credit card and it will actually authorize. The only thing I can do to fix this problem so far is make the machine dial pulse and change cls to dip. Anyone have any suggestions? Thanks!...Brad

Bradley A. Fuller
Manager, Network Infrastructure
Kellogg Community College

 

[KCFLHRC]

The only thing I can think of is to move it to a different card and try it. Doesn't make much sense though. Any other analog devices experiencing this?

 

[bfuller83]

That is one thing I forgot to mention. I tried this cc machine on several different ports but when I looked at where they were at the end of the day I noticed they were all in cabinet 20 0. So i have a ring gen in cabinet 20 1 and so I tried on a different cabinet and had the same issue. I haven't gotten any complaints from other fax machines users or cc machine users. To be fair I don't think we have many, if any, using dial up cc machines any more. Most go thru the computer for auth. It seems to me that the DTMF isn't right causing an error. I have plenty of faxes that have been working fine.

Bradley A. Fuller
Manager, Network Infrastructure
Kellogg Community College

 

[KCFLHRC]

The ring gen won't have anything to do with it but I find it odd you don't have a ring gen in a superloop with analog cards.

 

[bfuller83]

There is a ring gen in each cabinet that have analog station ports. I was under the impression that they were needed for the analog stations. Are there any other hardware components in the PBX that could be causing them not to recognized the DTMF correctly from a cc dialer? I realize that is a silly question because in that case probably non of my faxes would work either.

Bradley A. Fuller
Manager, Network Infrastructure
Kellogg Community College

 

[KCFLHRC]

The only thing the ring gen's do on each shelf is supply 90 VAC ringing to each analog port. The DTR's in the system is what gives your analog ports dial done and decodes DTMF. But those resources are shared across shelves.

 

[bfuller83]

Do you think it could be a problem with the DTR? I would suspect that if it was it would be a bigger problem...like no faxes working or worse yet no analog working at all. At this point I don't know what to think. The credit card company call center reps have reached the end of their troubleshooting manual and aren't willing to offer more assistance.

Bradley A. Fuller
Manager, Network Infrastructure
Kellogg Community College

 

[KCFLHRC]

Do you know how to do a trace on that TN in LD 80? If so trace the call right when you come off hook, that will show you what DTR you are using. Then if you have more than one DTR card you could disable that one and see if you have the same issue on another DTR.

 

[bc1111]

Plug it into a fax line you know works. If it fails then its the machine.

 

[bignose21]

you could try a LD80 enhanced trace on the analogue TN see what the system decodes the digits to.

 

[Firebird Scrambler]

A fault like this tends to take you in all directions.
You might have to go back to basics and start from scratch such as

Swap out the FALC card with another one
Change the TN to another card slot
Change the phone socket
Use a different pair of wires from the phone system to the socket
Try a working credit card reader on your port
Monitor the line as already suggested and also try to see if the call fails after a particular digit is dialed.

Another thing that I've done in the past is to set up the Pretranslation feature so that you don't need the Card reader to be programmed to use the leading digit "9" each time.

I know it sounds like a lot of hassle and work, but with getting no support from the CC company, you have little choice but to prove to them what has been done at your end.

If there is a spare working normal phone line available that isn't in use, then try that. In the UK, many of the internet lines are fed via an ADSL phone line and the voice side of things isn't used which is great if you need a line to set up a modem to dial in on etc.


Firebird Scrambler
Nortel Meridian 1 / Succession and BCM / Norstar Programmer in the UK
Advance knowledge on BCM support

http://www.linkedin.com/in/davidbromley