Must press # before number when dialing SIP trunk

[rprinsloo]

Must press pound after number when dialing SIP trunk

Hi there,

Thank you for taking the time to read my enquiry. Any help would be much appreciated.

We have a customer who has just installed an Avaya IP500v2 (R7) and everything is working just fine, including dialing via the analogue lines but the problem is that the only way they can dial via the SIP trunk is to push the pound or hash key (#) after dialing the number. We cannot work out how to remove the requirement for dialing the pound key or why it is even required in the first place.

We have checked the SIP line settings and the SIP provider (registrar) has confirmed that these are correct.

Their ARS is configured as follows:

Code: N
Telephone number: N"@XXX.XXX.XXX.XXX"
Feature: Dial

The SIP Line is configured as follows:

International Prefix: 00
Send Caller ID: None
Association Method: By Source IP Address
REFER Support: Enabled (Auto) (Auto)
Check OOS: Enabled
ITSP Proxy Address: XXX.XXX.XXX.XXX (SIP Provider IP Address)
Layer 4 Protocol: UDP (5060)
Use Network Topology Info: LAN 1 (5060)
Calls route via Registrar: Enabled
Channel 1
Groups 1 1
Via: 192.168.0.253
Local URI: *
Contact: *
Display name: *
PAI: None
Credential: 0: <None>
Max Calls: 6
DTMF Support: RFC2833
Short Code
Code: 9N;
Feature: Dial
Telephone number: N"@XXX.XXX.XXX.XXX"xxxxxxxxx (X.X.X.X = IP Address)

Note: They are using a STUN Server

So in a nutshell, the only way the customer can dial via the SIP trunk is by pressing the pound key after the number. The customer just wants to enter the number without the pound key to dial via the SIP trunk. Any idea why this is required and what can be done to remove the need to press the pound key before the number?

Thanks in advance.
Rudi Prinsloo