We recently upgraded our 3CX system to version 15.5 and then switched phone providers a couple months later, from Integra to Centurylink. Right after the provider change we started getting complaints from users that they could not enter conference code ID's into our Polycom conference phones. We have a mix of 5000, 6000 and 7000 Polycom phones. The Polycom phones are either manually configured, or provisioned via 3CX using the latest provisioning templates. 3CX softphones and SNOM phones can dial into conference calls without issue.
The issue is that the caller will get a failed login to the conference call, some systems will report the DTMF tones it recognizes, and when failed, it appears that one or more numbers were not pressed, but not always the same numbers, and retrying sometimes lets the user in.
The frustrating part is that when I test, I have a 95 percent success rate logging into 3CX, Skype or GotoMeeting conference calls. Initially this seemed like user error. But as I continued to retest the same phones I too found phones that will not dial into a conference line that previously did, and I have resolved this by either manually configuring or automatically provisioning the phone using 3CX provisioning. Simply rebooting the phone does not seem to fix the issues.
Upgrading the firmware sometimes seems to help as well temporarily, to version 4.0.13.1445. BUT, the firmware version does not seem to have an effect. When the phones are factory reset, the firmware is downgraded to version 4.0.7.2514 and I have the same success/failure rates with either version.
I have tried the steps in https://community.polycom.com/t5/Vo...end-DTMF-to-an-IVR-system-or-how-to/td-p/4237 without success.
I found a site that has a list of phone numbers that has an IVR script where you can test DTMF responses in real time, http://thetestcall.blogspot.com/
You can enter a long string of DTMF keys and press # to get a read out on what. SNOM 821, 3CX softphones, cellphones have a 100% DTMP success rate but there are always some failed DTMF tone responses on the Polycom phones.
Thanks for any suggestions
The issue is that the caller will get a failed login to the conference call, some systems will report the DTMF tones it recognizes, and when failed, it appears that one or more numbers were not pressed, but not always the same numbers, and retrying sometimes lets the user in.
The frustrating part is that when I test, I have a 95 percent success rate logging into 3CX, Skype or GotoMeeting conference calls. Initially this seemed like user error. But as I continued to retest the same phones I too found phones that will not dial into a conference line that previously did, and I have resolved this by either manually configuring or automatically provisioning the phone using 3CX provisioning. Simply rebooting the phone does not seem to fix the issues.
Upgrading the firmware sometimes seems to help as well temporarily, to version 4.0.13.1445. BUT, the firmware version does not seem to have an effect. When the phones are factory reset, the firmware is downgraded to version 4.0.7.2514 and I have the same success/failure rates with either version.
I have tried the steps in https://community.polycom.com/t5/Vo...end-DTMF-to-an-IVR-system-or-how-to/td-p/4237 without success.
I found a site that has a list of phone numbers that has an IVR script where you can test DTMF responses in real time, http://thetestcall.blogspot.com/
You can enter a long string of DTMF keys and press # to get a read out on what. SNOM 821, 3CX softphones, cellphones have a 100% DTMP success rate but there are always some failed DTMF tone responses on the Polycom phones.
Thanks for any suggestions
