Alcatel digital sets problem with "#" key

[quoctrang]

Dear all ,
I've got a problem with digital phone 4019 at customer site as described below :
- the OXE R11.2 system have 25 analog trunks which connect to telephone service provider to make an outside call within our country ( Viet Nam )
now , they use NPRAE2-2 to connect to their SIP gateway named MOSA 4600 ( from VODTel of Taiwan )
they want me to config press "9" to seize the analog trunks and press "#" to seize the E1 trunk .
i've configed all ready , however , only analog extensions can seize E1 when press "# " , digital phone is failed
they have 500 analog phones and 50 digital phones ( 4 x 8028 and 45 x 4019 )
all digital phone 8028 and 4019 cannot seize the E1 when press "#"

could you please help me how to check and solve the problem

thanks and best regards

[vad]

# - just prof TG seizure?
failed - what happen exactly.

[quoctrang]

Dear Mr. VAD ,
when digital set press "#" , it respond with busy tone
Yes , customer just want to seize the E1 trunk by press '#"
thanks and best regards

[oldboy]

Can you show us what you have configured # to be in the prefix plan?
Can you show us trkstat of the trunk group you are trying to seize?