X-man are you asking them to do a CCS Trace to see if the phone is sending all the digits as expected?
"CCS Trace Enable Continuous" will display all kinds of stuff on the screen, helpful if you know what you are looking at.
"CCS Trace Disable" to turn it off.
I would put money on the carrier blocking it, although I would expect non-DIDs to send out the BTN.
SIP trunks?
Thanks for all the advice everybody. I tried the CPN Substitution and had no luck, same issue. I ran the CCS trance and here's what I got back (for privacy, the number i was dialing is changed to 5555555555, the directory number is now 3333, and the CPN number is 3333333333:
CCS Tracing is enabled for continuous output display
16:54:24 RO121 DPN 23 ISRM_I ;10;*1#*50*3333#*100*F.Conf Rm#*19*Z#
16:54:24 RO121 DPN 2C SSRM_C *58*CW*YDd@@@@@C;7F;MYP@#*58*C6*001#5555555555
16:54:24 RI121 DPN 7 NIM *51*3#
16:54:25 RI121 DPN 17 CRM/CIM ;0;*166*1 2 3 4#*234*@P# Here it is again with the CPN substitution turned on:
CCS Tracing is enabled for continuous output display
17:03:57 RO120 DPN 21 ISRM_I ;10;*1#*50*3333#*251*rP*3333333333#
17:03:57 RO120 DPN 2C SSRM_I *100*F.Conf Rm#*19*Z#*58*CW*YDd@@@@@C;7F;NE}P#
17:03:57 RO120 DPN 16 SSRM_C *58*C6*001#2029975167
17:03:57 RI120 DPN 7 NIM *51*3#
17:03:57 RI120 DPN 17 CRM/CIM ;0;*166*1 2 3 4#*234*@P#
Here is the same call from a phone that's working properly:
17:04:21 RO120 DPN 22 ISRM_I ;10;*1#*50*3333#*100*G.Coffey#*19*Z#
17:04:21 RO120 DPN 2C SSRM_C *58*CW*YDd@@@@@C;7F;NGhP#*58*C6*001#5555555555
17:04:21 RI120 DPN 7 NIM *51*3#
17:04:23 RI120 DPN F NIM *4*4#*240*`X`#
17:04:23 RI120 DPN 13 NAM *4*4#*166*1 2 3 4#
17:04:23 RI120 DPN A CCM *58*CP*G# JRG - I'm not sure what device only means - can you please clarify?
Thanks again, all.