You are using a VoIP service connected to your alarm system. When you call the alarm system, it answers, but ignores your commands (such as 1 to arm, 2 to disarm).
This is caused by a DTMF problem with your VoIP service, or "touch tone menu" issue. Please contact your VoIP provider and tell them you are unable to use touch tone menus. They can provide a solution for you.
Some 2014 MagicJacks have this issue. Please see the following third party forum thread: