I have recently started to experience a problem when I ring into the system from my mobile or an external phone. I receive the initial voice message, as normal, at which point I press the * key. I then enter my PIN code followed by # and very often I will receive the message "Wrong Code". I will enter my PIN code again, followed by # and usually receive the same "Wrong Code" message, followed by "Goodbye" although on very rare occasions it will accept the code on the second attempt. This problem occurs approximately 1 in every 4 attempts I make to dial into the system and I can usually tell when it will fail by the number of beeps I hear in reply. I assume that this has something to do with DTMF tones but I am unsure how to troubleshoot this further or how to fix it.
Can anybody help with this issue?
Did you change your phone line recently? Is it a fixed line or are you using ADSL or fibre with an analog line extension. Those digital phone lines are known to have problems with DTMF incoming detection.
If yours in a normal phone line, look at the Tuning Parameters, see attached screennshot
DTMF Sensitivity should be 18. Normally you shoud not change this, make sure it is the same value
The AFE Line In Remote gain default is 4. It may need to be higher or lower This is the gain for the incoming voice and tones from a remote phone line. It may be too high or too low
Write the exiting values down and change by 1 then write to comfort and test.