Lag in button presses AFTER a call is in progress

[tonetl]

Hi All,

We are a school with Zoom VOIP phone service and a mix of Polycom VVX 311 and VVX 411 phones.  In one of our buildings, we perform intercom paging by calling into an Algo 8301 IP Paging Adapter which is paired to a Bogen PCM2000 zone paging system.  When the algo receives our call, it plays a chime to let us know it has answered.  We then need to press some buttons on our phone to signal to the PCM2000 which zone we would like to talk to.  For example, the button press we use most often is *01 to page to just our internal building speakers.

Our issue is that the button presses are very laggy when we do them from the Polycoms.  The tones don't come out right away and often come out in a burst all at once.  It doesn't matter how fast or slow we dial the sequence.  There's always an unpredictable timing to the tones coming out.  Because of that, we frequently need to try multiple times before the Bogen PCM2000 gets the signal and initiates the intercom page.

Two very important things to note about this situation: (1) we don't have this issue when calling into the Algo from the Zoom smartphone app, and (2) in another building of ours where we have the Algo but not the Bogen, we don't have this issue.

Based on the above, it's my assumption that the issue lies with how the Algo or the Polycom talks to the Bogen.  I know this is a long stretch, but I'm hoping someone might have a generic suggestion to resolve this like "Switch your DTMF detection type to X instead of Y."  Please let me know any ideas you might have.  Thank you!

[SteffenBaierUK]

Hello @tonetl ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product you use. 

This is important, especially in the future, when someone finds this post in days, months, or years.

Please do not simply edit the original post but reply with the versions.

In the FAQ or the Read 1st section, we remind users why this is important.

If you could upload a backup of the phone other volunteers could check if the logging of the phone may be set to debug and therefore slowing the action of the phone.

The above mentioned FAQ has this too:

Oct 17, 2011 Question: How can change Logging Levels or use Syslog?

Resolution: Please check => here<=

or

Oct 7, 2011 Question: Phone unable to send DTMF to an IVR system or how to troubleshoot DTMF issues

Resolution: Please check => here <=

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best regards

Steffen Baier

[tonetl · Accepted solution]

Hi to anyone who reads this in the future.  I think I've resolved this situation (pending).  I noticed that if I wait an additional 1.5 to 2.0 seconds before trying to dial the *01 code, everything works great.  So, I'm speculating that there is some mild instability within the first 1.5 to 3.0 seconds of the call getting established.  To resolve this situation, I've uploaded a custom tone to the Algo device with 1.5 seconds of silence inserted  before the "ding" sound that plays to let the user know their call has been answered by the Algo box.  That extra little bit of silence forces the user to wait just a tiny bit longer.  Now, it seems as though I can consistently enter *01 and *02 without any issues.

[SteffenBaierUK]

Hello @tonetl ,

the above may help someone if they guess where you did this. Please provide some details or the reply will be pretty useless.

Best Regards

Steffen Baier