sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Lag when dialing on CIX40

The company has a CIX40. The company moved to a new location over the weekend and has a new service provider and different trunk types. Previously the system was using SIP trunks (Windstream) and is now using analog trunks (Comcast).

When dialing out, there is a lag when you first start dialing. For example, say the number you are dialing is 555-1234. When you press 555 there is a 500ms or so lag before you hear the key tones. At that point the key tones catch up with the button pushing and the tone is heard immediately when the remaining numbers are pressed. They are using DP5032SD phones.

This was apparently not an issue before the move so I'm wondering if it is something specific to the analog trunks? Is there a setting that would affect this behavior?

A strange one...

Are they using LCR (dial 9 to get a trunk)?

The only thing I can think of is that LCR is trying the trunk group that the SIP trunks are on and then failing over to the analog. The process would take a little time I would think.

Can you explain the previous setup and the new setup (meaning using LCR, Pool keys, GCO keys)?

That is my best shot for now. ~ Mike

The CIX system always waits when you first grab an analog line before it starts to send DTMF. The best solution is to suppress the DTMF so it does not distract the person dialing. This is only for analog so you would not hear this with SIP trunks.

On older DK systems people had the opposite problem; they started dialing too quickly and missed the 1st digit.

Does Comcast offer SIP trunks? I am assuming that you already looked at that option before you moved.

They dial 9 to get a trunk but LCR is not in use. 9 is set up as a Line Group access code. Previously all inbound and outbound calls went over the SIP trunks. Now there are 6 analog trunks and 2 SIP trunks. The analog trunks are for inbound and outbound. The SIP trunks are intended for inbound only to support DID calls.

Note that the system was set up by a local Toshiba tech (not by me, I'm not a phone tech). I have some Nortel experience but not Toshiba so there's a bit of a learning curve.

Here are a few screen shots that may help. There is still an OLG set up for the SIP trunks which no longer has a purpose. It doesn't seem like that should cause an issue but could it?

newtecky, I didn't catch your post before I submitted my last post.

Comcast is offering SIP trunks in some areas however that option isn't available at this location currently. The thinking was to go with analog for now and switch back to SIP once Comcast offers it in the area. The two SIP trunks that are in use now are from a local third party provider. I was leery of using them for all inbound/outbound calls since QoS control will be limited.

They wanted to keep their DID calling so I opted to go with the third part SIP trunks just for that. They have a low volume of DID calls so if there are quality issue it will have a minimal impact.

If the CIX always waits when grabbing an analog line, can that wait time be adjusted, and should it? Otherwise, where would DTMF be suppressed in eManager?

Dialing 9 is LCR by default. It looks like someone just wanted to make it simple and 9 grabs the lines immediately. With LCR the system does not grab a line until the user starts to dial.

I have been working with Toshiba a few years and I have not run into the timer that controls how long the system waits when you grab the line before it starts to send DTMF. I don't think it exists (unless someone can prove me wrong).

As far as suppressing the DTMF tones, look at the Trunk Assignments on FB 11 DTMF Back tone.

If I remember the last time I did that the phone still had some tones when the user dialed. If you still get some DTMF sounds, look at the Stations DKT tab under Continuous DTMF and try setting that the Not Continuous.

I would recommend LCR in addition to what Newtecky described above.

I tried setting DTM Back Tone to "No Tone" but you hear a clicking sound in place of DTMF tones. Setting Continuous DTMF to "Not Continuous" didn't appear to have any effect.

I've just left it as-is and recommended them to wait 2 seconds after pressing 9 to begin dialing.