IP Office Voicemail Pro weird DTMF issue 1

[dangermouse1977]

I have a strange issue with my Avaya IP Office 500 system that I can't seem to solve.
I have a little experience with Avaya but am not an expert by any means.

Our system is set so that Voicemail Pro answers every switchboard call with a recorded message (press 1 for this, 2 for that etc)
The problem is that when a caller presses a number, the DTMF tone appears to not be recognised by the system.

Internally we can access voicemail and DTMF tones are recognised, outgoing calls work just fine, in fact everything seems to work except incoming caller DTMF

I have spent 2hrs reading every thread I can find on the subject, I've rebooted every aspect of our system multiple times, checked the VMPro service is running (and restarted it)
Confirmed that the DTMF support is set to RFC2833

I should probably also note that nothing has changed internally here, it just suddenly stopped working this morning.

 

[dangermouse1977]

Maybe useful to note that we're on

IP Office Manager 9.1.5.0 build 145
Voicemail Pro Client version 9.1.5.0 build 2

 

[intrigrant]

Whe have experienced the same and upgraded (only) VM Pro to the latest GA build and the problem went away.

 

[DaIPOTek]

As intrigrant suggested an upgrade to VM Pro would be an easy thing to try and might fix it. Since it only happens on outside calls it could be a carrier transmission issue. What type of trunking do you use?

Another test to try is to call your DID with a cell phone. Press some buttons and see if you can hear the tones on your desk phone. if you can't then you know the VM Pro server can't either

 

[dangermouse1977]

To close this off and in case anyone else should find it, the issue was caused by some changes to the firewall infrastructure that our managed ISP made.... apparently to do with disabling proxy-arp and enabling strict uRPF - this seems to have caused the issue - confirmed when they rolled back the settings and our phones immediately started to work again!

 

[holdmusic34]

For posting resolution.

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