DTMF tones not heard on 800 line

[jjdad]

I have a customer with an IPO running Ver. 5.0 (26).

They have 12 incoming POTS lines and 24 Digital extensions.

This system has been in service for about 5 years with no major problems.

This system is running VM Pro and all calls are answered by the AA.

The caller is given several choices as to direct extension dial, dept. etc. Again, all of this has been working for years. No IPO program changes have been made for months.

Just last week they started having an issue when someone calls in on their 800 number, the IPO would not recognize the DTMF tones.

The 800 number is a typical situation where the 800 number is forwarded to the main local number of the customer.

If you call in on any of the local numbers, the DTMF tones are recognized just fine. It is only through the 800 number where they get lost.

The 800 number is provided by the local cable provider as well as all the POTS lines. A coax cable is connected to a modem box that provides 4 business POTS lines.

This service has been in place for years.

We have contacted the cable company about this issue and they say it is our problem.

I have verified the programming and rebooted the IPO just to check, but we still have the issues.

Any suggestions are appreciated.

Thanks!

 

[Okkie26]

let me guess. 54xx phones?


A reset might help

 

[Okkie26]

Oops, should not read when tired. forget about my answer...

 

[CarGoSki]

You should verify that the tones are heard from a butt set connected to a line that can be dialed using the 800 number.
Maybe its mush before it reaches IPO. Also you could record that tone using many widely available smart phones.
You can then use Audacity - frequency analysis to plot the dtmf.
Use a dtmf chart to find which tone is being sent.

 

[CarGoSki]

C:\Program Files (x86)\Audacity\help\manual\man\plot_spectrum.html

 

[tlpeter]

What type of IPO do you have?
It could be a problem in the IPO.
You could try to upgrade it to a newer release (be carefull which release.
So what type of ipo on what type of software is it?

BAZINGA!

I'm not insane, my mother had me tested!

 

[jjdad]

IPO 500v1. Running 5.0(26)

 

[mattKnight]

The 800 number is a typical situation where the 800 number is forwarded to the main local number of the customer.

If you call in on any of the local numbers, the DTMF tones are recognized just fine. It is only through the 800 number where they get lost.

I'd be pointing this out to the carrier and asking them to explain why their lines work ok, but putting a NGN over the top causes DTMF transmission to fail.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[vtphoneguy]

I have to agree with Matt, sounds like a Telco issue. If you can dial the local number without issue but the 800 number is giving fits I doubt it is the IPO.
You mention 4 of the POTS lines are being provided by a cable modem. How are the other 8 lines being delivered? Where is the local number that the 800 is directed to? Is that also on the cable modem?