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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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‎07-30-2018 02:58 AM

HP Recommended

We have an issue with a Polycom Trio 8500 conference phone and dialling an 8 digit pin into an external conference service followed by #.  It seems to intermittenly say invalid pin code as though the digits then confirmed with # symbol aren't registered correctly.  Could this be a setting on the Polycom or something to do with the digit map?

 

Other devices on the same phone system (including two older Polycom SoundStation 2 devices) work perfectly every time with this service, so must be a Trio 8500 config problem or something.  Anyone seen anything like this before?

 

Much appreciate the help, thanks!

1 ACCEPTED SOLUTION

Accepted Solutions

‎07-30-2018 03:46 PM

HP Recommended

Hello @JonTLA,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

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 you always check the community FAQ and/or utilize the community search before posting any new topics or follow up post’s.

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
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

View solution in original post

Was this reply helpful? Yes No
6 REPLIES 6

‎07-30-2018 03:46 PM

HP Recommended

Hello @JonTLA,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

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 you always check the community FAQ and/or utilize the community search before posting any new topics or follow up post’s.

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
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎07-31-2018 01:35 AM

HP Recommended

Hi Steffen,

 

Thanks for your help, I saw another thread here with somebody having the same issue as me.  I resolved this by exporting the phone config, adding this line between the <> tags:

 

<ALL
tone.dtmf.onTime="100"
/>

 

Then importing back to the phone.  We've tested this now maybe 12-15 times and every time it's perfect and we can authenticate.  If anyone else has this issue this is the first thing to try.  Thanks for the FAQ and your help!

 

Regards,

Jon

Was this reply helpful? Yes No

‎11-14-2018 08:31 AM

HP Recommended

Hi JohnTLA,

 

Do you have the detailed explanation to resolve the issue?

 

Or could you tell me which post solved your problem?

 

Thanks!

Was this reply helpful? Yes No

‎11-14-2018 08:56 AM

HP Recommended

Hi John,

 

No worries i have found how to do it.

 

You saved my day.

 

Thanks a lot!

Was this reply helpful? Yes No

‎11-14-2018 09:03 AM

HP Recommended

No problem, glad I could help someone!

Was this reply helpful? Yes No

‎11-14-2018 09:14 AM

HP Recommended

Hello @MPA,

 

welcome back to the Polycom Community.

 

Mar 08, 2013 Question: Where can I download configuration files from or create these myself?

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
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
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