External Callers occasionally get "Sorry, I didn't get that. Please enter a Conference ID and then press #"

Cisco Phone System with Lync Server 2013 CU4
I now have two instances where a recurring meeting of 17 callers where some external callers get:
They dialed the number and get the response “Welcome to the Audio Conferencing Center. Please enter a conference ID followed by #”
They typed the conference code, it waited about 15 seconds then replied with “Sorry, I didn’t get that. Please enter a Conference ID and then press #”
this lasts about 10 minutes, then folks can get into the conference.
This audio file matches what occurs if you call the Conferencing Center and then do not press any buttons. That makes me think that DTMF are not arriving from the Cell Phones. This is a weekly meeting that works most of the time.
Any ideas where I should look?

Hi,
Did the issue happen only for this Lync meeting or for all Lync meetings? Please create another recurring meeting with the same 17 callers to test if the issue happen again.
It may the issue of because the PSTN Conference ID mapping is orphaned in your SQL database. Therefore, Lync Server 2013 cannot find the Conference ID.
You can refer to the link about how to repair the issue below:
http://support.microsoft.com/kb/2979931
Best Regards,
Eason Huang
Eason Huang
TechNet Community Support

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External Callers occasionally get "Sorry, I didn't get that. Please enter a Conference ID and then press #"

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