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Our school district has a complex setup that I inherited. 3 officeserv 7400's and 9 officeserv 7200's networked together with one of the 7400 setup with the voice mail system.

Here is the current problem: a few months ago our junior high phones on their own 7400 don't work when they press menu prompts. example: if they call dell support and are prompted to press 1 for english, they press 1, you hear the tone but nothing happens. because of this they can't access their voice mail either, the prompts are not recognized.

Any ideas to where I might look to fix this? all other shcools do not have this problem and all officeserv switches hit our main 7400 for voice mail.

It sounds like the DTMF is not being transmitted through the SPNet. A quick check - dial from the troubled 7400 to someone on another site, then while they are on the phone, press some digits and see if they hear the DTMF.

Not sure if you have access to Device Manager, or IT Tool, or just telset programming. Also would help to know software versions. If you have Device Manager, check the settings in 3.3.4 and verify they match a working system.

Most likely will have to do a reset on that 7400 and all DTMF senders will come back.

VIBob, I did as you suggested and I was able to hear the number tones from a caller on the troubled 7400, also the config in IT Tool 3.3.4 was the same as a working system.

also I have reset the troubled 7400, but maybe i will bounce all 12 of them and send the kids home for the day.

I have access to the whole system through IT Tools and the SVMi-20E through telnet. I received the initial training from samsung in Dallas 3 years ago, but have not trained on voice mail or spnet. and because i am not a dealer samsung support will not help me.

When the Junior High calls Dell support, where the the call go out of. Do they go out of its own PRI or analog trunks?

I am assuming you are using centralized trunking ...

In 2.1.5 check the setting for VoIP RTP Option DTMF type. It should be Inband(RFC2833).

phonman, I am a real novice with phone system. we have 2 PRI, one at our district office connected to that 7400 and the other is at our Middle skool. all of the other officeservs go out through one of these two pri lines.

VIBob I found the DTMF option in 5.2.9 voip options, mgi parameters and the inband(RFC2833) was selected.

When I was talking to the samsung tech support guy he wanted me to telnet into the svmi and check some ??? marks, but we didn't get any further when he realized I was a tech at a skool district.

I really appreciate your responses, until now I have been on an island alone.