Poly ATA 400 and DTMF tone problems

[abisset]

Inbound and outbound calls are working fine.  When someone calls inbound to get a person it will play the greeting from the key system, they select option 3 for example, the DTMF codes are not being passed thru or recognized.  Changed all the DTMF options on the ATA’s and still no luck so there may be some other settings that we need assistance with.  I am not sure if it's an incompatibility with the ATA and the key system or not, based on my experience, it should allow those DTMF tones to pass through?   

[Meghana_10]

Hello @abisset, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly ATA 400 and DTMF.

We're thrilled to have the opportunity to assist you and provide a solution. We hope our assistance has been helpful! 

The issue you're experiencing with DTMF (Dual-tone multi-frequency) tones not being recognized after a selection in the key system could be due to several configuration settings. Here are a few suggestions that might help solve the problem:
 

DTMF Encoding Method: Ensure that the DTMF tones are being sent in the correct format. Poly devices typically provide options to send DTMF tones through SIP INFO, RFC 2833, or in-band audio. Depending on your key system, you may need to try different configurations to see which one works with your setup.
 

1. DTMF Tone Parameters: Check the configuration parameters of the device to make sure they are correctly set. For Poly devices, parameters like tone.dtmf.viaRtp (default value 1) could be crucial. This parameter indicates whether DTMF tones should be sent in the active RTP stream. Altering this setting may correct the recognition issue.

1. <tone.dtmf.viaRtp>1</tone.dtmf.viaRtp>
    

2. Codec Compatibility: Ensure that the codecs being used are compatible with DTMF transmission methods. For example, if using a compression codec, ensure that it supports DTMF transmission.
 

3. DTMF Relay Settings: Make sure that the DTMF relay settings on your ATA are compatible with the key system. Changing these settings between RFC 2833 (default method for Polycom and many other devices) and SIP INFO might resolve compatibility issues.
 

4. Network Settings: Verify that no network elements (such as firewalls or SBCs) are interfering with the DTMF tones. Some devices can filter out or distort DTMF signals.
 

5. System Updates: Ensure that both the Analog Telephone Adapter (ATA) and key system firmware are up to date, as updates often resolve known issues with codecs or other protocols.

Take care and have an amazing day! 

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Meghana

[abisset]

Thanks, a whole bunch Meghana! I passed on the info to the client who is doing the testing and will work through it with them and let you know how we make out.   Greatly appreciated!

[Meghana_10]

Thank you so much for the response @abisset 

Please let us know once you have an update so that we can assist you further if necessary. 

 Take care and have an amazing day! 

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Meghana

[abisset]

Hi Meghana:

I am coordinating this for a customer - I sent the suggestions, and they came back with the following:   

------------------

Dear HP Poly:

This is what I see – note: this is brand new out of the box – I also have the product info/build below -

We tried all 4 DTMF settings suggested and same behavior -

Following your directions below – I do not see those options available -

1. Access the web interface: Log in to the Poly ATA's web interface. You may need to enable web access first by dialing a specific code, such as ****7932# and then 1#.
2. Navigate to audio configuration: Go to the "Voice" tab, then "Line 1" (or the relevant line), and find the "Audio Configuration" section.
3. Change DTMF settings: Set the following to YES and AUTO, respectively, then click "Submit":

◦ DTMF Process INFO to YES

◦ DTMF Process AVT to YES

◦ DTMF Tx Method to AUTO

◦ DTMF Tx Mode to Normal 

[Meghana_10 · Accepted solution]

@abisset Welcome to the HP Support Community! 

We're here to help you tackle that issue! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

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We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards, 

Meghana 

[cpudoctor7210]

what was the resolution?   I have the same issue

[Meghana_10]

Hello @cpudoctor7210, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly ATA 400 and DTMF.

We're thrilled to have the opportunity to assist you and provide a solution. We hope our assistance has been helpful! 

We request that you please follow the steps provided and let us know if it helps in resolving the issue. 

1. DTMF Tone Parameters: Check the configuration parameters of the device to make sure they are correctly set. For Poly devices, parameters like tone.dtmf.viaRtp (default value 1) could be crucial. This parameter indicates whether DTMF tones should be sent in the active RTP stream. Altering this setting may correct the recognition issue.

1. <tone.dtmf.viaRtp>1</tone.dtmf.viaRtp>
    

2. Codec Compatibility: Ensure that the codecs being used are compatible with DTMF transmission methods. For example, if using a compression codec, ensure that it supports DTMF transmission.
 

3. DTMF Relay Settings: Make sure that the DTMF relay settings on your ATA are compatible with the key system. Changing these settings between RFC 2833 (default method for Polycom and many other devices) and SIP INFO might resolve compatibility issues.
 

4. Network Settings: Verify that no network elements (such as firewalls or SBCs) are interfering with the DTMF tones. Some devices can filter out or distort DTMF signals.
 

5. System Updates: Ensure that both the Analog Telephone Adapter (ATA) and key system firmware are up to date, as updates often resolve known issues with codecs or other protocols.

Take care and have an amazing day! 

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Meghana

[cpudoctor7210]

Where is this parameter located?    I also changed the DTMF settings from auto, SIP, Info, etc, same behavior.

1. DTMF Tone Parameters: Check the configuration parameters of the device to make sure they are correctly set. For Poly devices, parameters like tone.dtmf.viaRtp (default value 1) could be crucial. This parameter indicates whether DTMF tones should be sent in the active RTP stream. Altering this setting may correct the recognition issue.

1. <tone.dtmf.viaRtp>1</tone.dtmf.viaRtp>

[cpudoctor7210]

Yesterday for the setting on DTMF Encoding Method: I set to SIP INFO.   I was able to make only one successful DTMF call, but cannot do it again - so not sure if it's a timing issue or other setting - so need additional help here.