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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎10-11-2016 04:22 PM

HP Recommended

Hello Guys,

 

Complete noob here, please bear with me.

 

We use Phonebooth phone service with Polycom 335 phones for our office. We also use CallRail for call tracking.

 

CallRail has a feature where when it forwards a call to our Phonebooth service, we must press 1 in order to answer the phone (so VM doesn't pick up). The problem is, CallRail is not recognizing that we're pressing 1 when we do it on our PolyCom 335. Pressing one on our cell phone or landline works fine though.

 

I tried to get help from both Phonebooth and and CallRail, but neither could point me in the right direction.

 

Is there a setting or something that I can do so other systems recognize pressing 1 on our Polycom 335 keypad?

 

Thank you in advance.

1 REPLY 1

‎10-11-2016 11:57 PM

HP Recommended

Hello nkabbara,

welcome to the Polycom Community.

It is always useful to include the currently used SIP or UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

And in addition:

 

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

Resolution: Please check => here <=


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
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Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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