Urgent: BCM50 R2.0, caller's DTMF is not recognized

[Skyfall]

This is kind of urgent, here is some background: BCM50 R2.0(patches are up to date), PRI Lines(from Bell), Tollfree 800#(from Primus). Most of time when you dial their 800# and get to the AA, you punch the extension#, sometimes you are just ignored, the AA keeps playing; sometimes says 'this is invalid extension', of cause, sometimes just let you through without issue. But when you dial their main local#, which 800# attached to, this issue never happens. Because everyone dials their TF#, so cautomer really pissed off by getting a lot complains.
We check the patches release notes, there is no patch to fix such a issue. Since it happens only with 800#, we think most likely is Carrier's issue. Post here just want to get more advice, could this situation be a BCM issue or has to be the carrier's issue?
Thanks in advance.



Always learn from someone, something or somewhere......

MC

http://www.tomkin.ca

 

[DBrewsky]

Where does the 800# point to? A valid DID from Bell? Are you using ANY POTS lines?


--DB

 

[Skyfall]

YES, #800 is pointing to the Bell DID.
What is POTS? Thx DB



Always learn from someone, something or somewhere......

MC

http://www.tomkin.ca

 

[bigg3rdude24]

can you try F808 (long tones) if it will send DTMF

 

[Skyfall]

Big, it is for outside caller, who use normal phone.



Always learn from someone, something or somewhere......

MC

http://www.tomkin.ca

 

[cook1082]

An 800 # is pointed to a line on the system, when you call the line directly it works but when you use the 800 it doesn't. The 800 is routed thru Primus and they are the problem. Let them know it works local but not thru them.

 

[Skyfall]

Thx Cook, that what I thougt. We did callede Primus BUSINESS TECH Support on Sat., and they only work Mon to Fri. Anyway we created a ticket with them but 3 days past and no answer yet. That is Primus!



Always learn from someone, something or somewhere......

MC

http://www.tomkin.ca

 

[Skyfall]

We're going to upgrade this BCM to R3.0, we just could not wait for Primus, they did not give us the time line, what a damn good carrier. We have to do something to move forward, the customer is upset for this thing.



Always learn from someone, something or somewhere......

MC

http://www.tomkin.ca