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 Posted: Wednesday Jan 25th, 2017 07:03 pm
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Ghyllwood
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I have an old Comfort 1 system set up in an office block I have just sold. It has been working fine for the past 12 years and is quite complex, so I don't want to upgrade it.

I need to dial in twice a year to change the time, when BST finishes. The problem has been there for around two years. I can dial in with no problem, but Comfort will not hear any of the login tones, so I cannot get into it to change the time.

However, every week the tenants test the fire alarms and Comfort reports back to me, when this has been done. When Comfort rings me I can enter my password and get into it to alter the time - so it does accept DTMF tones if it calls me.

I have tried deleting the answer phone message, to see if this was drowning the tones, but it makes no difference. It only responds when Comfort calls me.

Obviously I cant leave it like this and its important to have the correct time, as Comfort closes all the roller shutters at predetermined times.

I have another Comfort 1 system working fine in another location, so I have cross checked all the voice parameters of both Comfort 1's and they are the same.

Can anyone help please?



 Posted: Thursday Jan 26th, 2017 02:15 am
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slychiu
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I cannot think of any reason there will be a diferenvce betwen dtmf sensitivity betwen dialing in and dialing out, because once the call is cpnmected, everything should be the same
are you sure you are using the same phone to dial in and answer the call?

Perhaps you can program the system to dial you at the specific date and time

It is difficult to look further into  this as we do not even have any more Comfort 1 as it was obsoleted in 1995

If the system is 12 years old, it should be time to upgrade
You will  not have to reprogram again, as you can convert the file system to Comfort 2



 Posted: Thursday Jan 26th, 2017 09:36 am
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Ghyllwood
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Thank you for the quick reply, yes I have tried every phone and mobile possible. The only change was the internet provider for the VOIP, which this goes over. I will try a different SIP adapter!
I realise it is time to change to Comfort2 and as I am the only person in Yorkshire conversant with Comfort, no doubt the new owner will want me to look after it.
Thanks for the suggestion, re programming it to call me twice a year - excellent idea.



 Posted: Thursday Jan 26th, 2017 09:47 am
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slychiu
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There could be a problem with the digital phone lines via ADSL, fiber and  VOIP
These may be good for voice conversations but transmission of DTMF tones over these lines may be subject to delays and distortion.

Perhaps when you upgrade, suggest a GSM module?



 Posted: Thursday Jan 26th, 2017 04:24 pm
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tman
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We've had issues with VoIP providers due to the compression. For Vonage, there is an option called Bandwidth Saver in the web admin panel that allows you to adjust the bitrate and the default is the lowest. Once it was set higher then the DTMF recognition issues went away.



 Posted: Monday Feb 6th, 2017 06:48 pm
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Ghyllwood
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I have take the VOIP modem from another job, which was working fine - both Comfort 1 systems and a codec to give maximum bandwidth and it still didn't work.

However, I tried logging in on the local phone connected to comfort and that too does not recognise the DTMF tones, but if comfort rings me it does. It seems all incoming tones are not accepted when I dial in but its fine when Comfort dials out.

Any more suggestions to try?



 Posted: Tuesday Feb 7th, 2017 05:01 am
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slychiu
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No, I am afraid that it looks like is going to remain a mystery as our engineers are not very familiar at all with Comfort 1 but it looks like some fault



 Posted: Tuesday Feb 7th, 2017 01:53 pm
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Ghyllwood
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Just one more update. I have discovered that it is not just DTMF tone that Comfort is not hearing, it is not possible to leave a message as Comfort seems to detect silence and hangs up. - Would there be any setting in the parameters that could have got corrupted and therefor not listening to incoming audio, when dialling in?



 Posted: Wednesday Feb 8th, 2017 03:11 am
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slychiu
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Do a Read from Comfort and save it  in order top compare your setttings

Then do a File New and select your comfort 1 Pro or Ultra

Compare the settings in Configuration > Voice settings and Tuning parameters with the default file

Try wriing the default template to Comfort to see if this will solve the problem
make sure you have the original file before doiung thus



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