Trio 8800 version 5.5.4.2255 Unable to dial # or * on SIP Call

[Anonymous]

Hi Guys much smarter than me,

We've purchased three Polycom Trio's recently with the hope of moving to a Skype platform - in the interim however we are using these as SIP phones on an existing Mitel Platform. We have found in using the devices that we are unable to get the devices to recognise either the * or # key when pressed inside an ongoing call - as this is received by the SIP services as a 1 key press. Wiresharking the packets outbound, it seems to be sending as 1. 

Where should we go to  correct these? 

Thanks in advance, 

Adam, 

[SteffenBaierUK · Accepted solution]

Hello @Adam_Novotech,

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 <=

The above explains how to set a parameter to send either * or # instead of 11/10

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

[Anonymous]

Thanks Steffen,

Adding the 

voIpProt.SIP.dtmfViaSignaling.rfc2976.nonLegacyEncoding="1" 

in the past to:

         <dtmf>
		<voIpProt voIpProt.SIP.dtmfViaSignaling.rfc2976="1" tone.dtmf.viaRtp="0"/>
	</dtmf>

was the culprit. The fix for me was to prepend the voIpProt to the front so:

         <dtmf>
		<voIpProt voIpProt.SIP.dtmfViaSignaling.rfc2976="1" tone.dtmf.viaRtp="0"/>
                <voIpProt voIpProt.SIP.dtmfViaSignaling.rfc2976.nonLegacyEncoding="1"/>
	</dtmf>

As the single config file has fixed this for me. After several hours and attempts to get this going, the direction from you had me solved in ~ 15 minutes. 

Thanks for your awesome turn around on this! 

Adam.