Switchvox - Why Do I Have to Press the Dial Softkey to Dial a Number Off Hook?

First, verify that the Outgoing call rules are correct and the extension has permissions to the outgoing call rule.

1. Login as admin and go to Setup > Outgoing Call Rules. Check to make sure there is an Outgoing Call Rule for the number that is being dialed.

2. Check that the extension that is dialing has permission for the rule. Go to Setup > Manage > Modify Extension (yellow pencil icon) > Outgoing Call Rules tab. Does the Outgoing Call Rule appear in the list with a green checkmark? 

3. Check the error logs. Go to Server > Error Logs. Is there an error similar to:  Call to [numbers] doesn't match any outgoing call rules?

If so, the problem maybe that the number was misdialed or is not dialed according to the Outgoing Call Rule.

If the Outgoing Call Rules are correct and there is no error in the Error Logs, you can use a different dial plan. The easiest dial plan is the Universal Dial Plan (digit map) because it will allow any dial pattern.

How to change the dial plan for a Digium Phone:

1. To setup the Universal Dial Plan, login as admin and  go to Setup > Manage > Modify Extension (yellow pencil icon) > Phone Settings tab. 

2. Scroll down to Advanced Phone Options and select.

3. Click on Override Dial Plan to set it to Yes.

4. In the Dial Plan box enter: x.T|*xx.T

5. Save SIP Extension

6. Reboot the phone. You should now be able to dial while the phone is off hook.

For a Polycom phone using phone feature packs:

1. Log into /admin go to Setup > Phone Feature Packs > Modify Phone Setup Options > Digit Map Options > Polycom Digitmap.

2. In the box enter: x.T|*xx.T

3. In the Polycom Digitmap Timeout box enter 3|3

4. Save Phone Setup Options.

5. Next, reboot all configured Polycom phones. Once the phones are fully rebooted they should now be using the new custom digitmap you entered and you will be able to dial off hook.

Affected Version(s)

SMB 5.11;SMB 5.10;SMB 5.9;SMB 5.8;SMB 5.7.3