DTMF tones on VM pro

[edvy123]

Hi,
Really frustrated with IP office support from Avaya.
I opened a case for the following
1) Avaya IPO server edition with IP 500 gateway and 16 Port ATM module
2) Upgrade the system from 8.1.79 to rls 9.1
Since then whenever a call lands on ATM module and then Vm pro Welcome greeting, if i try to enter the desired direct no, m not able to dial or enter the DTMF tones, the welcome greeting goes on ...
If the same call lands on the IP Office ATM cards, it works fine....
its about three weeks, and now Avaya is asking for stupid logs...... logs of call recordings also...
Bit irritated, guys can anyone help me with this,,or should i directly change the ATM 16 module....

 

[intrigrant]

for a PRI or SIP trunk, yes without any delay
I wonder, why a server edition?

 

[holdmusic34]

Upgrade to 8.1.85 in the interim. Then look at R 9.0.5.

I'm a Spanish lumberjack and I'm ole'.

 

[edvy123]

that means downgrade?? i had recently upgraded 3 systems ..to the same level...these systems are networked...

 

[intrigrant]

Hopefully it will be solved in the next release which should be made available the 22nd

 

[Gunnaro]

Your Expansion ATM module, has it been upgraded with the correct firmware?
Sometimes cards and modules are left out on the first upgrade run.
(And are you sure module is compatible with R9.1?)

Kind regards

Gunnar
_______
B.U.B.F

 

[edvy123]

Well i didnt check the compatibility, but it does work when the call is transfered to operator...Only issue is when the call is VM pro through the ATM module...

 

[Gunnaro]

Well, see if the firmware is correct then.

Kind regards

Gunnar
_______
B.U.B.F

 

[edvy123]

HI Guys,
after much delay and Avaya giving up on this case i replaced the ATM16 module.... i called from my cell phone.. works fine...asked someone to call from a landline number for a cisco pbx... he cant enter teh numbers after getting teh welcome greeting... asked one more person to call from Panasonic 824 system... the calls go fine.... but again i tried from a single landline number.. still missing the dial.. i cannot dial the extension number after i get the greeting... now m in trouble.. as i arranged this new modueu and the problem is still persisting.. is it advisable to contact the service provider in this case??? pls help

 

[amriddle01]

Did you even read your own traces? Start with the basics, monitor can show what DTMF diits it's seeing on the lines. Depending what you see dictates your next step

 

[edvy123]

HI,
This case was referred to Avaya... with all the traces taken there was no solution provided, but only option was given to try and change teh module... what to expect next??

 

[amriddle01]

You could do as we ask and give us the findings, or just live with it

 

[joe2938]

That's the problem with Avaya, they ask for everything except for the kitchen sink, hoping you will just give up and go away! Quality support notttttttttttttttttttttttttttttttt

 

[edvy123]

Hi,
Just uploading the traces which were taken to investigate s issue

 

[derfloh]

No chance to investigate without any information about the time the issue happens, involved parties, ...

 

[edvy123]

hi,
the process is simple...
I call the office landline number... i get the welcome greeting and it ask me to dial teh desired number, i cant dial the number...
observed that most of the time when the call lands on ATM module i cannot dial the extension number.
surprisingly if the ccall comes from a mobile and it lands on the module, it works properly....
I am attaching the logs taken on atm module too...

 

[amriddle01]

It can't be the system, the system can't know it's a mobile to treat it any differently (even if you did there are no settings for it). I imagine your analogue lines actually come from a voip service somewhere along the line and they're screwing up the DTMF. I imagine the lines on the card you say always works are not effected, try swapping them over

 

[edvy123]

Hi ,
Strangest problem i have faced so far...
tried all the settings again... tested the lines for Impedence once again on Module....
International calls i can receive... even some areas are able to call .. but few places are still not able to call...
From some locations... they cannot intercept the greeting..but when its silence then they can dial teh extension...
should i uprgrade to teh latest release??

 

[edvy123]

guys,,
This problem was sorted by changing the copper lines to fiber...
didnt explain the logic how the same lines worked properly for control unit and didnt work for expansion trunk module.
now all calls are landing properly and people can reach the desired extension number...
but..... now having issues with Caller ID....

 

[kyle555]

For what its worth, I was having some trouble passing DTMF for remote workers through the SBC and there was a setting in there to let SIP clients pass them through, but in researching the problem, I found SOLN276556 and there's a new No User Source Number in 9.1.4 of VCM_RELAX_DTMF_DETECT that might have helped.