Yesterday I was out to a customer to move a phone, and they tell me they can't to end-to-end DTMF on an inbound call. I tested, and it doesn't work. On an outbound call it's fine. I was hunting through the install book, and couldn't find an option that looked like it would do that.

I called back to my office, had my secretary push a couple buttons and I heard the tones.

What option am I missing. The system is running 3.5, but it was only the 2nd one I installed, and was still on a learning curve.

Any suggestions would be appreciated.
Thanks

Russ, you heard the tones but did your secretary hear them also?

What kind of trunks do you and the customer have?

Derrick, I called her, she pushed buttons, I heard them. I called their location from my Cell, pushed buttons, no tones. Just heard a slight click on my cell. I called my cell from their location, (and called one of my other customers auto-attendant) I could hear their tones, and the auto-atten responded to my tones.

The lines are plain old POTS lines.

It is apparent that on an inbound call, I can't generate DTMF to the calling end. On the old Executech's, sometimes you had to put the caller on hold, then go back to make the DTMF signaling work (I think, been years since I had that) but I put the phone on hold, heard their music on my cell, went back on and tried to DTMF, same as before.

Leave it to me to get this goofy crap.

Well, if you hit your cell and don't hear tones, the SBX is not blocking that, there is something else going on. That is not the same as you calling them they answer and they push tones that you can't hear. I am pretty sure the SBX is passive about what audio comes over an incoming line...if the caller is generating a sound the SBX users should hear it.

Derrick,

It is on inbound calls to the SBX. Their power company calls them for something, starts out with press 1 for something, press 2 for something else. They push 1, nothing happens. Menu repeats. That is why I tested calling it, and pushed buttons. My office called me there on their phone. I pushed buttons. Secretary did not hear them. So I called my office from there. I also have an SBX V3.5. After she answered, I pushed buttons. She could hear them. She pressed buttons, and got the same thing I got when I called my cell. Just heard a slight click. The DTMF works on outbound calls, but not if a call is placed to their MBX.

Guess I need to call Tech tomorrow from their location.

There is no option that I am aware of that can turn an incoming digit tone off or on for an analog trunk. Digital, yes. But are the trunks digital at some point before they are analog?

Since you are using a CCR check the following options:

CCR Time Out Timer
> CCR Time Out can be controlled via the InterDigit
Timer in PGM 181 Button 8. Note: This timer must be
longer than the CCR InterDigit Timer. Changing the
InterDigit Timer will impact other functions.
PGM 182 + FLEX 11 +
015 Seconds (2 digits) +
[HOLD/SAVE]
VALUES --
Range = 000-300

That sounds like a provider issue to me.

Sometimes when dealing with so many voip and digital circuits I forget how to be a phone tech.

What happens when you listen to these trunks with a test set attached to the lines up stream of the SBX? (and check all of them) Do you hear incoming tones? If not you have a provider issue for sure.

Wasn't there something that you had to go into the National Specific table or something and change a gain setting? I pulling from way back and haven't installed an SBX in years but I do recall have this exact problem.

Here is an old note that I apparently typed up:

Setting up Auto attendant on the SBX:

In order to have touch tones work when calls are directly ringing
to the auto-attendant you have to go in to CO LINE LIST and choose
the lines and click refresh and the right click choose UPDATE TOOL
Check Mark the DISA on/off box and then put the VMIB message in the
Box next to it

Once again I'm going back sometime and haven't really worked on the SBX in a long time.

There you go! You cannot program the lines to ring to an AA the same as to a phone...you have to make it a DISA destination or you will not get any tones, the CCR greeting becomes effectively announce only.

I assumed that the lines were programmed as DISA, but they may not be.....we shall find out soon.

This isn't any thing to do with the vmail or CCR. It is just when there are plain old phone calls. I tried the inbound direction today (which is the one that doesn't work) from my butt set across the line. Answered the call. Was able to push buttons and the distant party heard my tones. At the same time the secretary also answered the call, so we were party-lined to the distant end. She tried to push a couple buttons, distant party and me on my butt-set did not hear them, just a click that almost sounded like you pushed mute, then released.

Their auto attendant works fine after hours or when delayed. Tones coming down the trunks are fine. It is just on INBOUND calls that the tones are not generated. Outbound calls are also fine.

I did generate a ticket this morning with Vertical on this issue.

Sorry, I misunderstood. I thought you meant inbound callers could not send DTMF to the SBX. I've never tried to do DTMF to an incoming call.

Got it working. If line drop using CPT is on, it won't generate DTMF on an inbound call. Called TS yesterday, and I had line drop using CPT turned on. Turning it off fixed the issue. I don't know why I had that turned on, but now it works.

Thanks for getting back to us...it isn't that hard to turn on or off something without knowing it or sometimes the system does it itself. There is a enblock function that turned on (or was it off?) on one of my SBX installs and then some users could not dial out..no tones.