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Beginner

On 7962 phone, press "message" button, DTMF tones not being transmitted

I have a user who is having the following problem:

(1) He attempts to retrieve his voicemail messages by pressing the "messages" button on his 7962 phone. When prompted to enter his PIN, the DTMF tones from the keypad are not produced.

(2) If he dials the voicemail pilot number directly and is prompted for his PIN, the same result.

(3) The DTMFs are produced in any other circumstance.

The only way to recover is to unplug the phone so that it resets. This will work for a while, then it reverts to the above behavior. A factor reset is ineffective, producing the same results as a hard reset. In attempting to isolate the problem the following has been done:

- Replaced the phone (twice)

- Deconstructed then reconstructed all accounts associated to the user (SEP, CIPC, UDP, voicemail).

- Replaced cables between PC and Ethernet jack

- Reassigned connection to another Ethernet jack

Any recommendations?

Thanks

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Hall of Fame Master

Update phone firmware.