DTMF Tones stop working on 9508 Phones

[marcus4]

We just installed a system running 7.0.23 patched in basic mode. It replaced a partner and the customer demanded that it mimic the partner no matter how much we begged. We have an issue where when they go off hook they get dial tone but when they start to dial there is no DTMF output and of course nothing happens. Unplugging the phone and plugging it back resolves the issue for a few days but then it comes back. It has happened randomly on several extensions that are on different DS8 cards. Has anybody seen this or have any ideas on what the problem could be?

 

[AACon]

try upgrading to 7.0.27? .23 was kinda...ehh.

-Austin
ACE: Implement IP Office

 

[tlpeter]

I think .27 is worse then .23
I will stick to .23xxxxx for now.


BAZINGA!

I'm not insane, my mother had me tested!

 

[marcus4]

7.0.27 and 8.0.16 make the arrow keys on the 9508 phone stop working. We actually had just about every possible 7 and 8 firmware on this box trying to find the one that was the best. So far this is the only issue.

 

[tlpeter]

I tried it on 8.0.16 and there the arrow keys worked fine for the time i tried it.
But i did not try it very long


BAZINGA!

I'm not insane, my mother had me tested!

 

[IPGuru]

are the affected phones on a DS expansion module?
if so you still need the 3.2.999 interim build before they go to V4+


Computers are like Air conditioners:-
Both stop working when you open Windows

 

[tlpeter]

No DS module.
In my case on a Combocard (BRI)
Logged a case and confirmed by Avaya.


BAZINGA!

I'm not insane, my mother had me tested!

 

[marcus4]

No DS modules for me either.

tlpeter: Are you having any other issues with 8.0.16? or have you upgraded your problem system.

 

[tlpeter]

Our in house systems (normal and a demo system) are running 8.0.16
But i prepared a new system on 7.0.27 and had this down arrow issue.
On the 8.0 system i did not had the down arrow issue
I did not have any DTMF issues (yet)

BAZINGA!

I'm not insane, my mother had me tested!

 

[marcus4]

okay. Thanks. Just got an email from the same customer complaining of the volume of external calls going up and down. Seems like that was an issue with 7 releases as well. Does anyone remember?

 

[tlpeter]

That sounds like a combocard issue.


BAZINGA!

I'm not insane, my mother had me tested!

 

[marcus4]

The lines that are having the problems are on a DS8 card with ATM4. So it is not a combo card. I called my Distributor tech support and they said that the fading problem was a known issue with 7.0.23 but that it was suppossed to be fixed with the patch. I thought the problem was only with the speaker phone...
I am loading 8.0.16 on a test IPO to verify that we will not have any button issues. Thanks for the help.

 

[tlpeter]

It was a problem on the Combo with ATM and with ATM cards.
Here is the original Avaya doc:

https://support.avaya.com/css/P8/documents/100139244

BAZINGA!

I'm not insane, my mother had me tested!

 

[marcus4]

I am going by the customers this morning to hear what they are hearing. I have experienced the whistling sound described in this PCN and that is not what the customer is desribing. They are saying that the audio is fading out and then comes back. Do you still think that is the same thing described in the PCN?

 

[marcus4]

Confirmed the problem. The volume of the caller just goes up and down. It does not sound anything like the whooshing sound that is described in that pcn nor like the times that we experienced the whooshing sound. I turned off the AGC setting on the phones and it seems to have resolved the problem. I will update later for the benefit of all.

 

[marcus4]

After turning the AGC off they are now complaining of an echo of their own voice on some calls. I had them turn the echo canceller on to see If that makes a difference. Anybody experienced that?

 

[marcus4]

tlpeter:

Are you still not having any DTMF issues with 8.0.16? We are going to upgrade this system over the weekend to hopefully resolve this issue.

Turning the AGC off and Echo Canceller on resolved the call quality issues.

 

[tlpeter]

We only have one 9508 in our showroom so we don't DTMF on it.


BAZINGA!

I'm not insane, my mother had me tested!

 

[marcus4]

Upgraded to 8.0.16 on Friday. Customer has had 2 phones since then that cannot dial out. No DTMF when you press a button on the analog lines. Unplugging the phone and plugging it back in still resolves the problem. A bit of a frustration for them though. I know tlpeter said he opened a case with Avaya and they confrimed the issue. Did they happen to say when there would be a resolution?

 

[tlpeter]

I did open it for 7.0.27, not for 8.0.16


BAZINGA!

I'm not insane, my mother had me tested!