DTMF not working

[dereklindo]

IP Office Rel. 11

Hi all,

Brand new install in December 2018. They use 9508 handsets. The client has called in twice to report that button presses are not registering.

When I first went in and tested digit I pressed registered fine. Not one was skipped. I told them to monitor it and take notes on whats happening when the issue happens eg, time of day, what number they are dialing, which extension etc etc.

They called back a few days later. On the second visit, I witnessed the problem. Lets say I dial an 11 digit number. when I get to digit 4 or 5, they skip and do not register on the screen and then it will pick back up on digit 7 or 8 and register the remaining digits. Based on the client, they have the same issue when dialing 7 digit numbers as well.

What makes it strange is that it doesn't happen all the time. It's intermittent. Out of 15 calls maybe 2 of the numbers don't register properly. They have noticed it across all phones in the office.

Is their any suggestions to try and resolve this issue. I compared the line programming with multiple other clients configs and they are identical.

Derek

 

[Okkie26]

This is not a DTMF issue, but a dialling issue.

Make sure the dial time-out is set to a proper value (4 seconds) or better make a good call list in the ARS based on digits needed to make the call.

ie

010xxxxxxx
020xxxxxxx
4xxxxxxx

etc..

 

[dereklindo]

Thanks Okkie26.

The Dial Delay Timer was set to 1 sec. I changed that to 4 secs.

Below are the entries under the ARS. Most are the default entries.

Code Tel# Feature Line Group ID
11 911 Dial Emerg 9
911 911 Dial Emerg 9
0N 0N Dial 9
1XXXXXXXXXX 1N Dial 9
XN N Dial 9
XXXXXXXXXXN N Dial 9
9XXXXXXX N Dial 9

I made the change on Friday and had the customer monitor. They emailed to say to noticeable change. Digit are still being dropped.

Any other suggestions? Or, how can I make the ARS entries more specific?


Thanks
Derek

 

[Okkie26]

I can't tell because I don't know the numberplans in your area.

I can help you if you have to make a numberplan in the Netherlands though.

But what you could do is try to enter each function code with a semicolon ;

So that would be


XXXXXXXXXXN; - Dial - . - 9

 

[dereklindo]

We use 7 digit dialing here in Bermuda. So 296-1234 is considered a local number.

1 + (10 digit number) is used when dialing to the US & Canada

011 + (whatever length of number) is used when dialing the rest of the world.

Derek

 

[Okkie26]

2xxxxxx, dial, 2N, 9
1xxxxxxxxxx, dial, 1N, 9
011N; , dial, . , 9