R11.1 DTMF Not Working

[gknight1]

Just upgraded and essential edition from 9.1 to 11.1. When calling other systems, their DTMT is not fully being recognized. I can see in system status and monitor they are selecting the correct digits.

Another issue, I'm not sure if its related or not... The internal shortode for voicemail access quit working since the uprgade. Whenever we dial *17, we get the voicemail system, but once we enter the ext number followed by the pound sign it says invalid ext. However when we call a DID thats routed to "Voicemail" i can enter the extension number just fine and passcode and login to the vm box. So temporarily until I can find a fix, I routed *17 to the DID thats coming in the system for them to even be able to access voicemail internally.

 

[gknight1]

IP Office: Issues With DTMF From 1408 And 1416 Digital Phones After Upgrade
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Doc ID:

SOLN325073
Version:

10.0
Status:

Published
Published date:

08 May 2018
Updated:

21 Jan 2020
Author:

awhitebone

Details
Case 1: IP Office 500v2 with UCM (Unified Communications Module) upgraded from 8.1.63 to 8.1.79.then to 10.1 .2 Using 1408 and 1416 digital phones
Case 2: IP Office 500v2 with VMPro in application server (Windows) upgraded from 7.0 to 8.1.93 .then to 10.1.3. Using 1408 and 1416 digital phones
Case 3: IP500 v2 11.0 SP 2 with 1408 and 1416 phones.
Case 4: IP500v2 Upgrade from R7 to R11.0.4.1
Problem Clarification
Case 1 and 2: After upgrading, users are unable to dial short codes to gain access to mailbox, or re-record VM Pro prompts. In the Monitor traces, we are seeing duplicated digits being sent from the digital phones. In the cases there have been reported issues dialing external IVRs and entering digits (sending duplicate digits).
Case 3 & 4: When users attempt to access voicemail it shows double entry of digits entered.All users cannot access voicemail with password .The system was recently upgraded to release 11.0.
Cause
Case 1 and 2 : Firmware upgrade issue on the 1408 and 1416 Digital phones. After the upgrade the Digital 1408/16 phones would not download the new firmware (R48 vintage 16) from the IP Office. There have been several firmware releases with version 16. So, the sites digital phones were on an old firmware Release 16/vintage 16. Which cannot upgrade directly to Release 48 firmware vintage 16.
Case 3 and 4:Firmware issue. A number of 1408 and 1416 phones are on Rel 16, vintage 16 while others are on R48 vintage 16.
Solution
To resolve the issue, you need to upgrade the digital phone's firmware to an intermediate release first. Then, upgrade to Release 48 firmware vintage 16.
In this case Firmware release 46 (which is vintage/version 14) was on the SD card. So, The fix was to force the phones to upgrade to release 46 version 14 (which is newer than their current Release 16/vintage 16) by adding 1400FW=14:1400R46.bin to the NoUser Source number.

https://support.avaya.com/library/AVAYA/AVAYA_SUPPORT/Al_Whitebone/1400fw.png

Then the IPO has to be rebooted. The phones will upgrade to FW 46 (version 14).

Then, remove 1400FW=14:1400R46.bin from the NoUser Source number and reboot again. The sets will then upgrade to Firmware release 48/vintage 16
FYI: the 1400 Firmware is built as follows
Release 46 is vintage/version 14 So, we used 1400FW=14:1400R46.bin where the vintage is 14 and the Release is 46
Release 47 is vintage/version 15
Release 48 is vintage/version 16

Please note: If you download release 46 from Avaya.com. it will be called 1408_1416_R46.bin So, need to use 1400FW=14: 1408_1416_R46.bin under NoUser source number

Case 3: First need to push the all 1400 series phones to be on R46 by adding 1400FW=14:1400R46.bin to the NoUser Source number .Make sure 1408_1416_R46.bin is there in the SD card .If it is not there download it from here .

https://support.avaya.com/downloads/download-details.action?contentId=C2016311163443

4110_9&productId=P0601. Then when All the phones are on R46 ,have to push them back again to R48 by following the same process . If 1408_1416_R48.bin is not in the SD card, download it from below link.

https://support.avaya.com/downloads...ntentId=C201710171413196400_8&productId=P0601

Case 4: Following the above Procedure failed to upgrade the phones. We needed to upgrade the phones to R32 by using 1400R32.bin first. Use NUSN 1400FW=01:1400R32.bin. After all of the phones upgrade to FW R32 delete the NUSN and reboot. The phones then pulled the latest Firmware R48.

 

[gknight1]

my disti sent me the above, upgraded to the 1400R32.bin, no re-upgrading them to 1400R48.bin as i type. now and hopefully the customer will tell me everything is fixed when they come in the office in the morning.