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Outside callers unable to dial extentions -- sometimes

I have a slight problem in that some outside callers, when calling in after hours report that they are unable to dial extentions or by name. Ive one user that can successfully dial by extension and by name on his cell phone but not from his portable phone at home.

I assume Unity just isnt picking up the right DTMF tones from certain phones -- where do you start to troubleshoot a problem like this?

Thanks!

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Re: Outside callers unable to dial extentions -- sometimes

What kind of switch is Unity hooked up with? It might not be getting the DTMF tones from the switch in the first place.

If it's a CallManager I would start by looking at CCM traces to see if the DTMF skinny messages are being sent to Unity. If it is, you can take a look at the Unity skinny traces and MiuGeneral 14 traces. You want to set these through the Unity Diagnostic Tool.

Keith

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