SoundStation 6000 IP - hash (pound) key or touch tone not working

[Anonymous]

When entering a conference call meeting, the lead person for the meeting needs to enter in a PIN code followed by the hash key.

When entering using the Polycom it asks for the PIN, but when you type in 12345# for example the dial tones can be heard, but upon pressing the hash/pound key at the end nothing happens (the key does work, as in it makes a sound when pressed). If we use an alternative handset from another manufacturer we have in the office we are able to input the PIN followed by the # (pound/hash) key and then the conference meeting begins.

I have had a look in the settings panel and admin panel on the device itself and can't seem to find a remedy. I have also tried to long press the "#" key and try to access the more menu to no avail. Do you know what the issue could be and what the resolution could be? Software ver number unknown.

I searched for this topic on the forum and in the user manual but could not find the answer. Thanks in advance for any advice. I am the IT person for this phone, however do not have extensive experience with Polycom devices.

[Anonymous · Accepted solution]

Hi @RogerSmith

have a look here, maybe it helps:

https://community.polycom.com/t5/VoIP-SIP-Phones/FAQ-Phone-unable-to-send-DTMF-to-an-IVR-system-or-h...

[Anonymous]

Hi @mschulze

Thanks for your help, that article enabled me to resolve the issue. In my case I changed the payload type to 101, and then the IVR was recognising the input.