The terms I keep hearing is DTMF, VoIP, and ATA. I am just trying to ensure that my Avaya phone system works with Sonic like I was told before I even chose Sonic as my new provider.
I have an Avaya phone system that uses extension lines. I've had a horrible experience trying to figure out this issue. It has been going on for several months and both companies are blaming the other. Before I even chose Sonic, I made sure that this "Analog handoff" would be easy. The tech support individual said it would be easy, "they had worked with Avaya before." No I don't have any techs name to try to reference. I have spoken to over a dozen different techs in the past few months.
Here is the issue:
When someone calls our office, they start to hear the greeting where I list off the extensions. They should be able to hit any of the extensions and the call will automatically transfer, but that doesn't happen. Even my extension does not work, so they literally have to listen to the long greeting AND my personal phone greeting (I've changed this until the issue is resolved, because it is just excessive). I feel like we are in the homestretch of figuring this out, but it has hit yet another wall.
The last helpful thing I was told, was from Avaya. They gave these instructions:
Sonic is bringing your Voice lines via VoIP (Voice over Internet Protocol).
Sonic is then “handing off” the voice lines via Analog Trunk Adapter(ATA) to connect to the Avaya phone system via an Analog Trunk.
There should be an adjustment in the ATA they can make to fix the problem with the DTMF tones.
Below is the adjustments that need to be made on a Cisco ATA as an example (not sure what Sonic is using for the ATA)
Set DTMF Settings after Provisioning is disabled
1. Select Line1 from the Menu on the left.
2. Scroll down to Audio Configuration Section.
3. Set DTMF Process INFO to YES.
4. Set DTMF Process AVT to YES.
5. Set DTMF Tx Method to AUTO.
6. Set DTMF Tx Mode to Normal.
I am really hoping to solve this soon and wish that Sonic had better advice than to post on a forum. Please, if any tech or supervisor can help, I am really being "dragged through the dirt" on this issue. Thank you in advance.