Norstar touch tone issue with optimum voice

[jsaad]

I have MICS 6.1 with 10 LS/DS lines from the cable company (optimum voice).

The customer has no problem making and receiving telephone calls. However they have a constant problem communicating with an IVR system (touch tone response), and they claim many other IVRs. The IVR does not hear their touch tones. The IVR system is owned and operated by the cable company and the customer needs to make dozens and dozens of calls each day. (they are a cable tv subcontractor)

If I call my cell phone from the site and then press touch tones, I hear them loud and clear. Both from the KSU trunks and the trunk module.

I offered them Ftr 808 for long tones, they said it doesn't help

I advised the customer the issue could be the IVR or the cable phone lines. They went back to the cable tv company with that information. Cable tv company said: NO. Its your phone system

My plan was to change the trunk cards and trunk modules. Does the touch tone signal come from the trunk card (that is what read in an old Norstar manual)?

This customer has a Verizon line that I am going to test with to see if it is any different.

But am I doing the right thing by changing trunk cards / module? What about the KSU or the 2 port fiber mod I have in there? Could they be suspect?

Thanks!

 

[exsmogger]

Did you try setting the lines for long CO to boost the level?

Brian Cox
Oregon Phone

http://www.OregonPhone.com

http://www.linkedin.com/in/briancox1952

 

[jsaad]

No, I did not try that. I will try, though. I hardly ever mess with those setting but it would make sense to try!

thank you!

 

[jsaad]

went to site, customer had no issues today. all lines are set for MediumCO and all lines worked perfectly.


if it the issue arises again, I'm figuring issue with the telco/cable co.