Odd DTMF issue isolated to one site in SCN--Upgrade?

[gntsfan8690]

We have a customer at 9.1.4, who we recently added three sites into their SCN. All three sites have their own local analog trunks, and the SCN is used for centralized VM and site-to-site dialing. One of these new sites is using analog centrex lines for its source of external dialtone. We discovered that the core site, and a second site in the SCN--both of whom have centrex PRI's--their DTMF tones are not recognized by the VM Pro-hosted auto-attendant for the remote site with centrex analog trunks. Granted, with an SCN, why would you not dial over the SCN to individual users, but fact is it should still work. They've even said when they call the other 2 new remote sites using their PRI, to the site's local numbers on plain analog trunks, no problem with an AA menu picking up DTMF. I can see the digits go out on the trace from the core site, and I can see them coming in over the centrex analog trunks in the remote site's trace (though we've seen where 6 isn't coming in, when the far-end user is dialing it).

All test calls from a mobile phone, my office phone, the public in general, have no problems with DTMF detection. Internal test calls by a user at the core site dialing a short code to reach this remote site's AA menu are successful in terms of DTMF recognition. 4-digit dial between sites works fine. Plus, when users from these two sites dial out their PRI's to outside companies, no problem with their DTMF registering on auto attendants. It is just when they call out their PRI to reach this remote site's AA menu, their DTMF is not picked up.

We have learned from the installing tech that the 500v2 is not grounded due to lack of anything to ground to, though I'm not sure that would be a cause for this issue. So, before we go through the effort of ugrading 5 sites to a SP7, or suggesting to the customer to hire someoen to install a ground, I want to see if anyone has come across this oddball issue with 9.1.5 and lower and if moving to SP6 or 7 took care of the problem.

 

[joe2938]

On the analog trunks having the dtmf issues did you do the impedance test? also you could try to increase the gains just a little on the trunks but I believe this will require a reboot of the system

 

[gntsfan8690]

Install tech said he did do the impedence test. Not tried increasing the gains though, and I'll bet a reboot will be necessary. Would it be best I have a tech be on site do these adjustments? the good thing is the place opens late morning, but obviously some arrangements would need to be made to get into the place ahead of their open.

 

[gntsfan8690]

Bumping this. We had a tech go out to the problem site. Increased the gains, grounded the IP Office. No change. We had the customer make a test call from the main site from it's backup non-Centrex POTS lines and DTMF was detected. The tech even had a customer whose site he services a lot, make a test call from their PRI on the IPO at 9.1, and DTMF registered. Beginning to look like an upgrade to SP7 is way to go since we were at a loss. Now we have a new scenario:

Customer claimed that periodically when you call the trouble site's main #, the AA answers. If you call back, you get fax tone, and if you call again, you get a realtor's office (no there is nothing in the programming that would make that happen)! I made 3 test calls with 3 phones at about the same time yesterday and all three got the AA menu, but when we hung up and immediately redialed from a cell, I could not see the call hit the IPO in Monitor or SSA and heard what sounds like a modem tone. Provider of the site's centrex trunks (SunCom) says all is good on their side. I don't believe they looked too hard. Anyone ever seen something like this? Make me believe upgrading to 9.1 SP7 is not the answer.

 

[amriddle01]

Bump all you like, it's you who needs to fix this.
It's not like this is a programming challenge/question we can give you an answer to. It's an issue where trial and error and rip and replace will reveal what's at fault, not us guessing on your behalf and or troubleshooting by proxy.

But I would check for an alarm system tapped into the line, alarm companies are twats for doing that

 

[gntsfan8690]

Whoah, easy--I am just trying to find possible fixes for an issue ongoing for a month. I'm out of ideas. I just can't see how upgrading to a new service pack will take care of this DTMF issue, especially now with these new things that are clearly in front of the call ever making to the IP Office.