CUCM version 11.5.1.12900-21 Cisco phones in question are all 8811 or 7841.
My background is R&S, so this is all new to me.
The issue is basically this: on a set of phones, all in the same CSS, users can call 1-800 numbers and use the touch tone options with no problem. However, when they call in-state numbers with touch tone options (local government numbers, for example), that function doesn't work at all. I can recreate the problem by adding one of the user's extensions to my phone at the central office. My extension works fine, theirs doesn't.
We've got seven or eight offices here. The issue is only happening at one. As far as I can tell by comparing "fully functional" phones to the ones experiencing the issue is that the only difference is the CSS. But that doesn't really make sens to me, since the CSS is just a grouping of partitions, which are just DNs. It seems like more of a routing issue, but all CSSs appear to be configured the same for call routing, as far as I can tell in CUCM anyway.
I know there's a Collaboration sub but it's not very active.
Any ideas as to where to go from here?
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